Embracing AI: Lessons from Intercom's Journey

In this episode, we sat down with Des Traynor, co-founder of Intercom, to explore the seismic shift towards Artificial Intelligence in customer service software. Intercom has gone all-in to embrace AI as people's expectations of what chatbots can do started growing with the release of ChatGPT. Des shares the pivotal moments and strategic decisions that led to this transition, highlighting the urgency and vision that propelled Intercom to integrate AI into their core offerings. Des also delves into the challenges of building a bicontinental startup and the strategic pivot towards becoming an AI-first company. Tune in for an enlightening discussion on the strategy and journey of adapting AI. INTERCOM Website - https://www.intercom.com Twitter - https://twitter.com/intercom Des Traynor LinkedIn - https://www.linkedin.com/in/destraynor/ Twitter - https://twitter.com/destraynor FIRSTMARK Website - https://firstmark.com Twitter - https://twitter.com/FirstMarkCap Matt Turck (Managing Director) LinkedIn - https://www.linkedin.com/in/turck/ Twitter - https://twitter.com/mattturck (00:00) Intro

(01:16) How did Intercom make a transition to a generative AI product (Fin)?

(05:34) Did the Intercom manifesto play a role in the transition?

(07:16) What was the Intercom before Fin?

(09:01) How much development effort did you spend on AI?

(12:31) UX

(15:20) People used to hate chatbots

(17:51) GPT and building layers around it

(20:50) The future of customer service

(23:57) GPT-4/Llama/Mistral/Claude

(25:58) Are multimodal AI-bots the future?

(27:08) AI-hallucination

(30:11) Customization

(34:34) Will Fin get a voice?

(36:26) Customer support cost and impact on profitability

(39:58) How much should you charge?

(45:26) AI-bot resolution rate

(46:43) Can bots take action?

(48:40) AI-adoption

(51:14) How the Intercom team evolve

(53:38) How did 4 Irish guys create a bi-continental startup?

(56:17) Work distribution

(58:38) Tech in Europe vs tech in the US