Intercom CPO on shifting from AI-dead to AI-first | Paul Adams | E252

This podcast interviews Paul Adams, Intercom's Chief Product Officer, about the profound impact of AI on product development and organizational structure. The conversation covers Intercom's evolution, its shift to an AI-first approach, and the challenges of adapting traditional product development methodologies to the AI era. Adams emphasizes the need for outcome-based pricing models and highlights Intercom's bold move to prioritize AI development, allocating 70% of its product and engineering resources to it. A key takeaway is the importance of product judgment and a willingness to embrace ambiguity and risk in navigating the rapidly changing AI landscape. The discussion also touches upon Intercom's go-to-market strategy and its decision to integrate its AI agent, Finn, with competitor platforms.