My guest today is Paul Adams, Chief Product Officer of Intercom.

When ChatGPT launched, Paul and the Intercom team blew up their roadmap to go all in on AI. Since then, they’ve built an AI-first customer service suite that can provide accurate answers to customers 24/7.

Paul and I spoke about:

1. How PMs and designers can skill up on AI and get hired to work on AI products

2. Why you may not want to start with the problem when building AI products

3. How Intercom blew up its roadmap to build an AI chatbot that can resolve 50% of support queries without a human

Paul is a thoughtful product leader – be sure to subscribe if you enjoy our conversation.

Timestamps: (00:00) Will AI make us dumber and lazier?
(01:32) How PMs and designers can skill up on AI
(05:05) AI will further separate great vs. mediocre PMs
(09:00) The rise of “AI PMs” and how to learn without the BS
(13:44) What Paul looks for when hiring people to work on AI
(16:32) How building AI products is different
(21:05) Why is customer support so terrible
(26:48) How AI will transform customer support
(31:03) Will AI hurt customer support jobs?
(33:00) Why AI products challenge “start with the customer problem”
(38:26) Think big, start small, ship to learn
(46:08) Closing words for advice for building in the age of AI

Where to find me:

Newsletter: https://creatoreconomy.so/

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Building an AI first organization | Paul Adams (CPO Intercom)

Behind the Craft

Building an AI first organization | Paul Adams (CPO Intercom)