Intercom Off Script - Episode 1: Reflections on the arrival of AI

Welcome to "Off Script", a new series of candid conversations with Intercom leaders about the extraordinary AI-driven transformation we’re currently experiencing in the world today.

In this very first episode of Off Script, Des Traynor (Intercom's Chief Strategy Officer) talks about the generative AI revolution that startups and all of technology – and very, very soon all of society at large – will certainly be going through.

He tells the story of our reaction to this moment at Intercom, how we launched our first generative AI features within just two months of OpenAI's first ChatGPT release, and then launched Fin, our AI customer service agent just a few weeks after that.

But most usefully to you, he talks about how to make the most of this opportunity. He discusses frameworks and ideas for thinking through the ways in which you need to reinvent yourselves in this post-AI world.

This is classic Des Traynor energy. Enjoy!

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Chapters
00:00 Intro from Intercom CEO Eoghan McCabe
01:45 The solution changes, but the job remains the same
06:16 Fast beats amazing, AI beats average
07:29 ChatGPT enters the conversation
11:12 Extinction-level event
15:39 AI skepticism in perspective
17:42 Fin’s capacity to reason
19:07 Chatbot eras through the years
20:42 Instant replies are priceless
21:43 Democratizing software through AI
23:46 Time to adapt or die

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Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

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