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Topic: Innovation

The AI-Driven Future of Customer Support

November 2024

About the Episode 

Hear from Des Traynor, Co-founder and Chief Strategy Officer of Intercom, about the revolutionary impact of AI on customer service. Traynor shares insights into Intercom's AI journey, including the recent launch of their advanced AI agent, and discusses how their product management philosophy of "starting with the problem" has shaped their strategy. The episode offers valuable perspectives on fostering innovation, the current state and future of AI in customer support, and provides actionable advice for executives aiming to improve customer experience in the AI era.

The AI-Driven Future of Customer Support
Quote

When we talk about what's it mean to be a product company, I think it means obsessing about the problem that you solve and being quite apathetic about the exact solution that you're currently marketing or selling. So what we see, and this relates deeply to the AI revolution, was undeniably a wave of solutions chasing problem."

--Des Traynor, Co-founder and Chief Strategy Officer, Intercom


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