/ideas

Catch up on all the big announcements from the Product Keynote at Pioneer, our in-person summit hosted in New York City on October 9.

Eoghan McCabe, Founder and CEO, and Paul Adams, Chief Product Officer, share the latest in Intercom’s AI innovation – including the launch of Fin 3 and our vision for the future of Fin as a Customer Agent.

Watch this episode on YouTube: https://youtu.be/3e5PPtY_CSs?si=kqwQPGpr5twJiZH7

For more keynotes & conversation visit https://pioneer.fin.ai

Follow our Fin/ideas Substack - stories from the team at Intercom building Fin: https://ideas.fin.ai/

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Des Traynor, Co-Founder and Chief Strategy Officer at Intercom, explores how AI is transforming not just products and interfaces, but entire companies. He shares his vision for how AI will act as a powerful, convergent force – collapsing boundaries between tools, teams, and functions – and what that means for the future of work and customer experience.

Recorded at Pioneer 2025, a summit for AI customer service leaders.

Watch this episode on YouTube: https://youtu.be/3e5PPtY_CSs?si=kqwQPGpr5twJiZH7

For more keynotes & conversation visit https://pioneer.fin.ai

Follow our Fin/ideas Substack - stories from the team at Intercom building Fin: https://ideas.fin.ai/

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Intercom's Chief AI Officer Fergal Reid and VP of Design Emmet Connolly sit down to chart the current state of AI – why scaling pre-training hit limits, how reasoning models and reinforcement learning surged, and what the “DeepSeek moment” revealed about costs and competitiveness. They dig into massive CapEx and data centers, the shrinking gap between frontier and open-weight models, and why value is shifting up the stack from models to the AI layer and product UX. The conversation explores world models and representational convergence, where real breakthroughs may show up, evolving regulation and copyright, and practical implications for builders in a post-training-first world.

Watch this episode on YouTube: https://youtu.be/8ISy0PswHvE?si=TBooKTEXH191DfIg

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

https://fin.ai/ideas/

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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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https://fin.ai/ideas/

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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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AI models are getting cheaper, faster, and more accessible – but what does that mean for businesses and product builders? Renowned tech analyst Benedict Evans joins us to unpack the latest AI shifts, from DeepSeek’s rapid rise to the ongoing debate between deterministic and probabilistic AI. He chats with our Co-founder and Chief Strategy Officer Des Traynor about the implications of falling compute costs, the race to refine AI agents, and how companies should think about building in an unpredictable landscape.

Watch this episode on YouTube: https://youtu.be/QkpqBCaUvS4

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How is AI changing the way we build product, the rituals we rely on to ship consistently innovative software, and our fundamental strategy as a customer service platform? In the latest episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and our Chief Product Officer Paul Adams discuss all the far-reaching ways we are rethinking the basics and reinventing the company to adapt to the era of AI.

Watch this episode on YouTube: https://youtu.be/etre_aw6_0o?si=fkWII4slHlsYnxpN

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Welcome to a very special, limited-time only episode of Off Script, where two of the world's most compelling cultural voices – musical pioneer, visual artist, and activist Brian Eno and award-winning actor, author, and comedian Stephen Fry – come together to unpack the profound transformation AI is bringing to our world.

Fry and Eno joined us at Pioneer, Intercom's first-ever AI customer service summit, where they explored AI's vast potential while interrogating its implications. These two legends have seen multiple technological upheavals up close, as participants and first-hand observers, and they share a unique perspective on how this latest wave of tech disruption might reshape our creative and social landscapes.

What emerges, through a blend of hilarious anecdotes and profound insights, is a nuanced examination of AI that's both optimistic and cautiously critical. While celebrating AI's ability to transform everything from customer service to creative expression, they remind us of important lessons learned from the era of the internet, smartphones, and social media.

Watch this episode on YouTube: https://youtu.be/Aht2l0wT6pg

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Bobby Pinero, the co-founder and CEO of Equals, sits down with Mark Iafrate, Principal of Integrated Marketing at Intercom, to discuss the challenges of navigating product-market fit, the importance of understanding key metrics in the SaaS industry, common mistakes founders make in evaluating metrics, and the significance of storytelling in presenting data.

Watch Start Good trouble on YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFpAwM39seMpQCUyexY98tUF

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Is the AI hype justified, or is there more to the story? Hear renowned industry analyst Benedict Evans as he cuts through the noise and reveals what AI really means for industries like customer service.

Watch this episode here: https://events.intercom.com/on-demand/69b135d5-09ad-4023-a52e-b8a4ea0ee939/?referrer_page=de35aee1-a86c-48bb-8967-f5620d766eab

To check out all the sessions in full, check out: https://pioneer.intercom.com/

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