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      From science fiction to reality: exploring the potential of LLMs

      From science fiction to tech reality: Exploring the impact of AI

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • Bots 🤖 and brains 🧠: The winning combination for customer service 🤩

      • Response Time: Vol. 8

      • Preparing your CS team for the age of AI: Hear the latest thoughts from leaders in the space

      • Glossary of AI terms: Understanding GPT, neural networks, and more

      • What will the future of customer service look like? We asked 400 CS professionals to find out

      • See all articles
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  • Customer Service
    • Featured in Customer Service

      "What will the future of CS look like? We asked 400 CS professionals to find out" blog hero image

      What will the future of customer service look like? We asked 400 CS professionals to find out

      Beth McEntee

      Senior Editor, Intercom

      Beth McEntee
    • Editors picks

      • Unleashing productivity: Learn how AI boosts customer service team productivity by 14%, according to Stanford and MIT researchers

      • Adding AI to your support team can be daunting. Our advice? You’ve got this

      • AI trends that are giving support leaders a competitive advantage

      • Get ready for AI bots by optimizing your knowledge base

      • How AI will change the nature of customer service work

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  • Customer Engagement
    • Featured in Customer Engagement

      Behavioral economics expert Melina Palmer on unlocking the science of consumer behavior

      Behavioral economics expert Melina Palmer on unlocking the science of consumer behavior

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • Emojis mean business: The characters transforming business messaging

      • Customer retention strategies: 5 best practices & 6 strategies for low churn

      • A modern primer for retaining customers: Strategies from Intercom, Productboard, and FullStory

      • Announcing our new guide ‘Unlocking Customer Engagement: Drive Action With In-Product Messaging’

      • Take customer engagement to a new level with our latest releases: A reinvented Messenger, Checklists, and more

      • See all articles
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  • Product & Design
    • Featured in Product & Design

      From science fiction to reality: exploring the potential of LLMs

      From science fiction to tech reality: Exploring the impact of AI

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • Building AI that works: How to navigate the AI frontier as a product leader

      • Intercom on Product: How ChatGPT changed everything

      • Intercom’s product principles: Creating personal products by design

      • Reaccelerate: Finding new engines of growth in your business

      • Communication, collaboration, coordination: The 3 Cs guiding successful cross-functional teams

      • See all articles
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  • Engineering
    • Featured in Engineering

      Shape the solution - Hero

      Intercom’s product principles: Shaping the solution to maximize customer value

      Levent Ali

      Group Engineering Manager, Intercom

      Levent Ali
    • Editors picks

      • Intercom’s product principles: How technical conservatism helps us scale faster and better

      • How our infrastructure scales alongside our customers

      • Managing high availability at Intercom

      • Is it time to update your engineering processes?

      • Engineering at Intercom: Highlights from my first two years

      • See all articles
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  • News & Updates
    • Featured in News & Updates

      Workflow launch blog hero image (1)

      Introducing Workflows – the mission control center for customer service automations

      Rati Zvirawa

      Senior Group Product Manager, Intercom

      Rati Zvirawa

      Nick Smith

      Senior Product Manager, Intercom

      Nick Smith
    • Editors picks

      • Introducing Fin: Intercom’s breakthrough AI chatbot, built on GPT-4

      • Announcing Intercom’s new AI features

      • Intercom recognized with 3 TrustRadius ‘Best of’ awards

      • Announcing ‘The Intercom Customer Service Trends Report for 2023’

      • Intercom recognized with 101 badges and awards in G2’s Winter Reports 2023

      • See all articles
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      • Watch our videos

  • Podcasts
    • From science fiction to reality: exploring the potential of LLMs

      Product & Design 59 min watch

      From science fiction to tech reality: Exploring the impact of AI

    • Preparing your CS team for the age of AI: Hear the latest thoughts from leaders in the space

      Customer Service 30 min listen

      Preparing your CS team for the age of AI: Hear the latest thoughts from leaders in the space

    • Intercom on Product Episode 20 – Paul Adams Des Traynor

      Product & Design 30 min watch

      Intercom on Product: The AI revolution and the future of customer service

    • See all podcasts
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  • About Intercom

product management

Intercom helps you build better products. Understand how your product is being used by reaching out to the right users for contextual feedback in your app.

Product & Design 7 min read

Product managers should not build the roadmap. The product team should

At Intercom, we believe the responsibility for building a roadmap lies not just on the Product Manager alone, but on the wider product team too.

Ulaize Hernandez Troyas

Former Product Manager, Intercom

Ulaize Hernandez Troyas
Product Managers Career Path Hero

Product & Design 5 min read

Steps to success: The importance of a clear career path for product managers

Career ladders make it clear to product managers what’s expected of the role and what’s expected of them to get a promotion. Learn what we focused on in our PM career ladder.

Jane Honey

Former Senior Director of Product, Intercom

Jane Honey

Brian Donohue

VP Product, Intercom

Brian Donohue

Product & Design 10 min read

A product manager walks into a bar…

Many of us have seen improv comedy before, a form of theatre where the dialogue, action and characters are created…

Amogh Sarda

Former Product Manager, Intercom

Amogh Sarda

Customer Engagement 29 min listen

From conversion to retention: industry experts on improving your onboarding

If your product is to survive and your business is to grow, improving your user onboarding must always be top of mind.

Davin O'Dwyer

Senior Managing Editor, Intercom

Davin O'Dwyer

Product & Design 9 min read

Product engagement: the most important metric you aren’t tracking for your SaaS business

The entire SaaS business model is dependent on people using your product consistently over time. Here’s how you can measure and score engagement for your product.

Derek Skaletsky

CEO, Sherlock

Derek Skaletsky

Product & Design 30 min listen

How bots, messengers and apps will define 2019

I hosted a roundtable discussion with VP of Product Paul Adams and Director of Product Design Emmet Connolly to discuss what’s on the horizon for bots, messengers and apps in 2019.

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor
Product Management Intercom

Product & Design 7 min read

Strategy over speed: How video games prepared me for life as a product manager

Growing up, I was surrounded by video games. In my house, we had the NES, Nintendo 64, Game Boy and…

Ulaize Hernandez Troyas

Former Product Manager, Intercom

Ulaize Hernandez Troyas

Product & Design 29 min listen

Optimizely’s Claire Vo on the power of product experimentation

Claire Vo, VP of Product Management at Optimizely, shares her tips for running product experiments at scale and explains why it’s crucial to make sure everyone in your organization has access to and can learn from their results.

Adam Risman

Former Editor, Intercom

Adam Risman

Product & Design 23 min watch

Builder beware: Marketing tension in product-first companies

One of the lures when I joined Intercom in 2014 was that it sold itself as a product-first company. We…

Brian Donohue

VP Product, Intercom

Brian Donohue
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