Brian Scanlan is a senior principal engineer at Intercom, where he’s led the company’s transformation to AI-first engineering. In just nine months, Intercom doubled their R&D throughput while maintaining code quality, with 100% of engineers—plus designers, PMs, and TPMs—now shipping code via Claude Code.
What you’ll learn:
- How Intercom doubled their merged PRs per R&D employee in just nine months using Claude Code
- The telemetry infrastructure they built to measure AI adoption and quality across hundreds of engineers
- Why they built a skills repository with hooks that enforce engineering standards automatically
- How they’re preparing their product for an agent-first world with CLIs, MCPs, and ephemeral APIs
- The permission and accountability framework that enabled rapid AI adoption
- Why backlog zero is now achievable and what that means for engineering culture
—
Brought to you by:
Celigo—Intelligent automation built for AI
Cursor—The best way to code with AI
—
In this episode, we cover:
(00:00) Introduction to Brian Scanlan
(02:40) Why Intercom went all-in on AI for both product and engineering
(05:01) The breakthrough moment with Opus 4.6 and Christmas break 2025
(07:02) Demo: Intercom’s merged PRs per R&D head
(12:50) Agent-first work as a fundamental reimagining of technical workflows
(14:27) The cost tradeoff: treating AI spend as an investment
(16:47) Measuring quality
(21:22) Demo: Shipping a redirect in the Rails monolith with Claude Code
(24:03) Creating a custom PR skill
(26:33) Building a software factory with predictable quality standards
(30:15) Telemetry infrastructure: Honeycomb for skill usage tracking
(32:10) Session data collection and personalized usage insights
(36:08) Quick overview
(39:20) Walking through Intercom’s skills repository
(42:16) Deep dive: The flaky spec skill and how it reached 100x capability
(46:44) The “and then” workflow for building comprehensive skills
(52:31) The live website and overview of workflows
(53:32) How internal AI experience informs customer product decisions
(56:18) Making SaaS products agent-friendly with CLIs and helpful hints
(01:03:49) Why conversion drop-off is invisible in agent-driven workflows
(01:05:28) Lightning round and final thoughts
—
Detailed workflow walkthroughs from this episode:
• How Intercom Doubled Engineering Output: Brian Scanlan's 4 AI Workflows for Claude Code: https://www.chatprd.ai/how-i-ai/how-intercom-doubled-engineering-output-brian-scanlan-ai-workflows-for-claude-code
• Design an Agent-Friendly CLI to Automate SaaS Product Onboarding: https://www.chatprd.ai/how-i-ai/workflows/design-an-agent-friendly-cli-to-automate-saas-product-onboarding
• Build a Self-Improving AI Agent to Automatically Fix Flaky Tests: https://www.chatprd.ai/how-i-ai/workflows/build-a-self-improving-ai-agent-to-automatically-fix-flaky-tests
• Automate High-Quality Pull Request Descriptions with a Custom AI Skill: https://www.chatprd.ai/how-i-ai/workflows/automate-high-quality-pull-request-descriptions-with-a-custom-ai-skill
—
Tools referenced:
• Claude Code: https://claude.ai/code
• Cursor: https://cursor.com/
• Honeycomb: https://www.honeycomb.io/
• Snowflake: https://www.snowflake.com/
• Fin AI: https://www.intercom.com/fin
• Vercel: https://vercel.com/
—
Other references:
• Intercom GitHub Repo: https://github.com/intercom
• Google API Go Client Repo: https://github.com/googleapis/google-api-go-client
—
Where to find Brian Scanlan:
X: https://x.com/brian_scanlan
LinkedIn: https://www.linkedin.com/in/scanlanb/
Company: https://www.intercom.com
—
Where to find Claire Vo:
ChatPRD: https://www.chatprd.ai/
Website: https://clairevo.com/
LinkedIn: https://www.linkedin.com/in/clairevo/
X: https://x.com/clairevo
—
Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email [email protected].