Our latest thinking on building and designing great products
Rethinking the information architecture of a complex app isn’t easy. Learn how we simplified the Intercom navigation, enhanced the user experience, and created space for AI innovation.
Product & Design 26 min watch
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.
AI & Automation 46 min watch
How is AI changing the way we build product, the rituals we rely on to ship consistently innovative software, and our fundamental strategy as a customer service platform? We discuss the ways we are reinventing the company to adapt to the era of AI.
AI & Automation 48 min watch
Renowned tech analyst Benedict Evans joins us to unpack the latest AI shifts, from DeepSeek’s rapid rise to the ongoing debate between deterministic and probabilistic AI.
Customer Service 8 min read
There’s a perception that AI for customer service can only function over chat. However, our next-generation Fin AI Agent is truly omnichannel – discover how we developed AI technology that delivers great support over email.
AI & Automation 49 min watch
Meet the world’s most advanced AI agent for customer service: Fin 2. Watch the launch keynote, where we lift the curtain on exactly what it’s taken to get to this point.
