What if AI could solve the most frustrating problem in business today? In this podcast hosted by iDonate VP of Product and Engineering Nacho Andrade, Intercom CPO Paul Adams reveals how intercom’s bold pivot is rewriting the future of customer experience. He shares the inside story of building Fin, an AI agent that’s solving customer service challenges most companies can’t even imagine, and offers a blueprint for surviving the AI revolution.
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Show Notes
- AI is a one-way door technology that demands immediate strategic action
- Customer service economics are fundamentally broken, and AI can solve this
- Traditional product development models are obsolete in the AI era
- First-mover advantage is critical in emerging AI technologies
- Companies must be willing to completely restructure their organizational approach
- AI agents can now resolve up to 65% of customer queries out of the box
- Marketing must become more technical and product-focused in the AI age
- Authenticity and direct communication are key to building trust in AI products
- Testing and continuous improvement are essential for AI product development
- Cross-functional collaboration is replacing traditional team structures
- AI is collapsing traditional role boundaries (designers writing code, etc.)
- Customer partnership models are crucial for AI product development
- Outcome-based pricing can be a competitive strategy for AI products
- Leadership must have a high risk tolerance to successfully implement AI
- Understanding the technology is now more important than ever for marketers
- AI will transform customer service from a cost center to a strategic function
- Companies not adapting to AI risk being disrupted by AI-native competitors
- Product teams need to embrace experimentation and rapid iteration
- AI requires a fundamentally different approach to product development
- The AI technology cycle is expected to last approximately 10 years
About the speaker
Paul Adams is Intercom’s Chief Product Officer, leading the Product Management, Product Design, Data Science, and Research teams. He advised Intercom before joining, later becoming a member of what was then only a 14-person company. He has been a highly influential member of the executive team since that day. Before Intercom, Paul worked in Leadership, Product, and UX roles at Facebook (Ads, Platform), Google (Gmail, Docs, Social, YouTube), Dyson, and in UX consultancy. He has led collaborative design projects for some of the world's leading brands including Nike, Starbucks, Coca-Cola, and P&G, as well as top creative agencies like W+K and RGA.
About the host
Nacho is an Evangelist for all things product, advocating for innovation, diversity, and building amazing products. Nacho has spent over 10 years in product roles ranging from startups to enterprise in industries like education, healthcare, finance and gaming.