/ideas – Détails, épisodes et analyse

In the first episode of /ideas, Chief Product Officer Paul Adams talks with Co-founder and Chief Strategy Officer Des Traynor about how AI is reshaping everything: how we build products, structure teams, and go to market.

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As Intercom’s product scaled, we struggled to keep the navigation clear and user-friendly. So how do you redesign information architecture without disrupting users? Senior Product Designer Pranava Tandra breaks down the process, from balancing simplicity with depth to making AI features more discoverable. She chats with Senior Director of Product Management Michelle Fitzpatrick about the challenges, trade-offs, and lessons learned in structuring a fast-evolving product for clarity and ease of use.

Watch this episode on YouTube: https://youtu.be/R59AZsGDffY?si=if7eoqxIRinGiaOW

Read Pranava's blog post: https://www.intercom.com/blog/designing-for-clarity-restructuring-intercoms-information-architecture/

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https://www.linkedin.com/in/michellefitzpatrick/

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X: https://x.com/intercom

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Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer service for many years, and has been leading our efforts in building generative AI into the core of the Intercom platform.  

You can watch this episode on YouTube: https://www.youtube.com/watch?v=yZgHB9KFl1Y

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https://www.linkedin.com/in/eoghanmccabe/

https://www.linkedin.com/in/fergalreid/

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Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

https://intercomonproduct.substack.com/

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Intercom Product Manager Bethany Clark sits down to discuss B2B vs B2C product management with Bob Wallis, our Senior Product Marketing Manager. Having recently transitioned into B2B product management after several years in the B2C space, Bethany draws from first-hand experience and offers insightful perspectives on the key differences and commonalities between the two domains.

Watch this episode on YouTube: https://www.youtube.com/watch?v=UW2145l_7pM

📝 Read Bethany Clark's blog post: https://www.intercom.com/blog/b2b-vs-b2c-product-management/

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https://www.linkedin.com/in/bethany-clark-137720bb

https://www.linkedin.com/in/rwallis/

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🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

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Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

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Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

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

🏠 www.intercom.com

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In episode 2 of Off Script, our Chief Product Officer Paul Adams talks about how AI has raised the bar for what great customer service looks like and what it takes to rise to the occasion. He explains our vision for AI-first Customer Service, and how we’re making that vision a reality.

Watch the full episode now YouTube: https://youtu.be/X3iNjM89fRA?si=fDtP8tl-FY4PHxxm

Listen on The Ticket on Spotify: https://open.spotify.com/episode/2V1DOmQDIN47dp0q0JOUei

Listen on The Ticket on Apple Podcasts: https://podcasts.apple.com/us/podcast/off-script-into-the-future-with-ai-first-customer-service/id996103731?i=1000655072876

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https://www.linkedin.com/in/eoghanmccabe/

https://www.linkedin.com/in/pauladams/

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Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

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🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

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Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productnewsletter

🏠 www.intercom.com

#customersupport #customerservice #intercom

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This week on Intercom On Product we're bringing you the first episode of "Off Script", a new series of candid conversations with Intercom leadership about the extraordinary AI-driven transformation we’re currently experiencing.

In this episode, Intercom Co-Founder Des Traynor 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.

You can watch this episode on YouTube and don't forget to subscribe to our channel to be the first to see new episodes: https://youtu.be/qiWV0T0qbeY?si=jpRYLrP24KrllXjv

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https://www.linkedin.com/in/eoghanmccabe/

https://www.linkedin.com/in/destraynor/

Say hi 👋

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LinkedIn: https://www.linkedin.com/company/intercom/

Follow our podcast:

🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923

🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg

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Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productnewsletter

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

🏠 www.intercom.com

#customersupport #customerservice #intercom #product #productdesign

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Our VP of Product Brian Donohue and Senior Product Manager Julia Godinho delve into the evolving landscape of product management, offering a glimpse into the challenges and opportunities that AI presents in this new era.

Watch this episode on YouTube: https://www.youtube.com/watch?v=btllH4W4YS4

📝 Read Julia Godinho's blog post: https://www.intercom.com/blog/five-key-takeaways-about-ai-product-management/

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https://www.linkedin.com/in/brian-d-2450192/

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🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg

💻 RSS Feed https://rss.art19.com/intercom-on-product

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

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Say hi on 👋

Twitter: https://twitter.com/intercom

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

🏠 www.intercom.com

#customersupport #customerservice #intercom #product #productdesign

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Emmet Connolly, VP of Product Design at Intercom, and Molly Mahar, Staff Product Designer at Intercom, sat down to dive into Molly's recent blog post titled 'A new age of UX: Evolving your design approach for AI products'.

📝 Read Molly Mahar's blog post: https://www.intercom.com/blog/design-ux-machine-learning-ai/

🎦 Watch this episode on YouTube: https://www.youtube.com/watch?v=rc1WGS8QNeI

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https://www.linkedin.com/in/emmetconnolly/

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Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

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Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

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

🏠 www.intercom.com

#customersupport #customerservice #intercom #product #productdesign

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Intercom Co-founder Des Traynor sat down with Paul Adams, our Chief Product Officer, and Emmet Connolly, our VP of Design for a conversation on the good, the bad and the ugly of 2023 and our expectations and predictions for the year ahead.

Watch the video: https://youtu.be/bLix8mAp5k8?si=rhPJ5ZnNn8TRpt11

Read a transcript: https://www.intercom.com/blog/videos/intercom-on-product-riding-the-ai-wave-in-2024

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In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, discuss how AI is going to transform the software industry, and how startups can identify the best AI opportunities to target vulnerable incumbents. 

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