Intercom took a bet-the-farm approach to AI by rebuilding its strategy
Paul Adams · What AI means for your product strategy | Paul Adams (CPO of Intercom) · Oct 26, 2023 · at 24:12
Intercom CPO Paul Adams describes the company's internal shift toward generative AI after OpenAI launched ChatGPT.
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“So we literally ripped up our strategy almost entirely and started again, like from first principles and said, okay, why do people use Intercom? You know, Intercom is a customer support product. And then very soon after that, Sam Altman, who's the, you know, founder of head of OpenAI said, Hey, one of the first industries is going to be disrupted as customer service, right? Yep. So we did, we totally changed how we think, how we work. And we just went kind of heads down and built a product called Finn. We built other things first. Actually, Finn came later, I think about it, but we just went, we kind of went all in on it. It was a little bit of a bet the farm kind of mindset.”
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