AI is rewriting the rules
Experts share how they’re embracing fundamentally new ways of working
To start off, we have some exciting news: On October 10th, we’re hosting Pioneer – Intercom’s first-ever AI customer service summit.
It's going to be a full-day event, with talks from industry experts like Benedict Evans and our own Des Traynor, interactive sessions, and real-life success stories from customers who've experienced the transformative effects of AI.
Our Chief Product Officer, Paul Adams, is going to deliver a first look at Fin 2, our next-generation AI Agent, and we’ll also be broadcasting a brand new live episode of Off Script with some very special guests.
You can find out more and register for the livestream here.
One of the main reasons we’re hosting Pioneer is to bring people together to discuss the positive impact AI is having on customer service today. It’s easy to imagine how AI will reshape the future, but the reality is that AI is already here and now is the time to capitalize on the opportunity.
Doing this will require you to make big plays. Slapping AI on to existing products or processes won’t be enough – you have to be willing to rebuild your business model with AI at its core.
At a recent event in our San Francisco headquarters, we brought together leaders from other SaaS companies who are doing just this. Our own Mark Iafrate led a fascinating conversation between:
Glenn Jaume: Product Leader at Coda
Barry Wallace: Senior Director of Business Operations here at Intercom
They are all actively rethinking how SaaS products are built, priced, and delivered in the AI era – and in the process, creating tangible customer value and driving sustainable revenue growth.
They talked about how they do this on a practical level, and share their perspectives on topics like pricing AI-enhanced features, rethinking customer support strategies, and quantifying the ROI of your AI investments.
Here are some of the most interesting insights the panel shared:
Value looks different in the age of AI
AI presents a new challenge that requires businesses to rethink how to quantify and monetize AI's impact. Barry explains how Intercom is now charging per AI-powered resolution rather than per seat. "We are charging per resolution, which is essentially charging for work as opposed to a seat," he says. This model aligns pricing directly with the value AI delivers, potentially boosting revenue while offering clearer ROI for customers.
There are new stakeholders at the table
Delivering the best experience for customers is a key focus area, which means customer support roles are becoming more strategic. With AI handling routine queries, John from Assembled describes how support teams are collaborating in new ways to drive customer retention and upsell opportunities: “With AI handling transactional work, customer service teams can be proactive consultants and work cross functionally with product and sales teams.”
Be thoughtful with your implementation roadmap
It pays to be strategic with your AI investments. Go all-in, but be smart about it. Glenn from Coda emphasizes the importance of judicious AI deployment and focusing on areas with the highest potential for value creation. "We use the best and most expensive models when it matters," he notes, highlighting the need to balance advanced capabilities with operational costs.
Data quality is critical for AI’s success
AI's effectiveness hinges on the quality and relevance of the data it’s drawing on. All the panelists agree that prioritizing robust data management strategies alongside AI development is crucial to get effective results.
Skills are evolving
John notes that AI tools are changing the nature of technical work, emphasizing high-level problem-solving and AI collaboration skills. This shift suggests companies will need to rethink hiring and training strategies to build teams that can thrive in an AI-driven environment.
The full conversation contains all this and much more – a clear demonstration of the excitement and innovation we’re seeing in the application of AI right now.
What’s coming up
Join us at Pioneer, where visionary leaders will explore the impact and opportunity of AI, through a customer service lens.
Broadcast live on October 10th from an old power station in London, we invite you to tune into the livestream and hear from our exciting lineup of experts.
An exclusive meetup with Intercom and 20VC
On October 11th, we’re hosting an exclusive meetup at Intercom’s London office where we invite you to network and enjoy lunch with fellow founders and investors.
Des Traynor, our Chief Strategy Officer, will also be chatting with Harry Stebbings, Founder of 20VC, about the evolving startup landscape and the impact AI is having on different industries.
Des has been a regular guest on Harry’s podcast, The Twenty Minute VC, and this is sure to be another great conversation. Let us know if you'd like to attend.
Calling all founders 📣
Join our Early Stage program to receive a 90% discount on Intercom's AI-powered support platform – which includes Fin, our game-changing AI bot capable of resolving half of your support volume, automatically. You’re in good company.
From the archive
Growing up without growing old: How to keep the startup spirit as you scale
On the topic of startups, how do you keep up the same electrifying energy you felt at the beginning of your journey once your product is launched, you’ve raised a few rounds and things inevitably slow down?
At Web Summit in 2021, Des shared some advice that has stood the test of time:
Never compromise on speed. Don’t overthink it – ship fast and early and iterate as you go.
Be mindful of steps you add to your processes. They might improve things, but they’ll definitely slow you down.
Play by your own rules. You won’t beat anyone by copying them.
Keep the optimism alive among your teammates. Recognizing their contributions is a great way to do this.
Never ignore feedback from your customers. Your relationship with them should always be top of mind.
Avoid filler projects like the plague. Keep your people laser focused on what really matters.
His absolute key takeaway, however, is this: “You don’t stop being a startup because you grew into a big, bloated company – it’s actually that you grow into a big, bloated company once you stop being a startup.”