Pioneer 2025 Product Keynote: Fin 3 and Customer Agent
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=kqwQPGpr5twJiZH7For more keynotes & conversation visit https://pioneer.fin.aiFollow our Fin/ideas Substack - stories from the team at Intercom building Fin: https://ideas.fin.ai/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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Convergence and Transformation in the Post-AI World – Pioneer 2025
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=kqwQPGpr5twJiZH7For more keynotes & conversation visit https://pioneer.fin.aiFollow our Fin/ideas Substack - stories from the team at Intercom building Fin: https://ideas.fin.ai/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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The state of AI in 2025: Reasoning, regulation, and rethinking scale
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=TBooKTEXH191DfIgFollow the peoplehttps://www.linkedin.com/in/fergalreid/https://www.linkedin.com/in/emmetconnolly/https://fin.ai/ideas/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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Be careful you don't build a MiniDisc
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.Follow the peoplehttps://www.linkedin.com/in/destraynor/https://www.linkedin.com/in/pauladams/LinkedIn: https://www.linkedin.com/showcase/fin/X: https://x.com/intercomhttps://fin.ai/ideas/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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Designing for Clarity
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=if7eoqxIRinGiaOWRead Pranava's blog post: https://www.intercom.com/blog/designing-for-clarity-restructuring-intercoms-information-architecture/😁 Follow the people:https://www.linkedin.com/in/pranavatandra/https://www.linkedin.com/in/michellefitzpatrick/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💻 RSS Feed https://rss.art19.com/intercom-on-productSign 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/Say hi on 👋LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomGet a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/finwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
/ideas podcast is all about what it really takes to become an AI-first company.Hosted by the visionary minds behind Fin, the show brings together leaders from forward-thinking companies to share how they’re reworking the way they build, operate, and think in the age of AI.These are honest, fast-moving conversations - the kind that usually happen off the record. From overhauling product and engineering processes to reshaping marketing teams, /ideas captures how companies are navigating the biggest shifts in modern work.https://fin.ai/ideas/
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