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.

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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.

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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

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Intercom CEO Eoghan McCabe breaks down how AI is about to disrupt customer service on a scale we’ve never seen before. From bots talking to bots to AI surpassing human expertise—this is just the beginning. The race to build and ship the future is on.

Watch this episode on YouTube: https://youtu.be/WIBibfv3SKk

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The open questions raised by the rise of generative AI are now gradually getting answers. Intercom’s Co-founder and Chief Strategy Officer Des Traynor walks us through how AI went from just about possible to seemingly inevitable over the course of two years. People speculate that AI will be as big as the internet or cloud or mobile, but as Des puts it, perhaps we should be thinking of this moment as a modern version of the dawn of electricity.

Watch this episode here: https://events.intercom.com/on-demand/509d896b-f6c6-4139-975d-d55c689a2ff8/?referrer_page=de35aee1-a86c-48bb-8967-f5620d766eab

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In this episode of Intercom on Product, we talk with Enzo Avigo, co-founder and CEO of June, a next-generation analytics platform dedicated to B2B SaaS. He shares his key learnings from his entrepreneurial journey so far, including the importance of product-market fit (PMF), the real value of getting into Y Combinator, and the growing significance of founder-led marketing. Leading the conversation is Mark Iafrate, GTM Lead, Webinars & Partner Marketing, Intercom.

Watch this episode on YouTube: https://www.youtube.com/watch?v=qha95Ig4gWw

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Emmet Connolly, our long time VP of Product Design at Intercom, talks about how the recent advent of modern AI has us revisiting everything from how we design and build interfaces to how we think about the roadmaps of our products. This is us very much sharing what we’re learning at scale as we pivot in the hopes it will be valuable to you too as you start to do the same.

Watch this episode on YouTube: https://www.youtube.com/watch?v=I8hMPj3AD34

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