The AI Transformation at Intercom 🤖 — with Darragh Curran

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Today’s guest is Darragh Curran!

Darragh is the CTO of Intercom, which is one of the world’s leading customer service products with more than 600 million users.

With Darragh, we talked about:

• How AI poses at the same time an existential risk and an incredible opportunity for Intercom, and how this led them to the decision of creating a completely separate product and deflect most team resources to it.

• How AI is being adopted inside Intercom itself to achieve Darragh’s ambitious goal of doubling the team’s productivity.

• Darragh’s own role as CTO and what he believes he needs to get right to make all of this happen.

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🥇 Interview Summary

If you are a 🔒 paid subscriber 🔒 you will find my own summary of the interview below.

It’s the 10-minute, handcrafted takeaways of what we talked about, with timestamps to the relevant video moments, for those who don’t have time to sit through the 1-hour chat.

Here is the agenda for today:

1. 🚀 Intercom’s AI Transformation Journey

2. 🎯 Building Fin as a Separate Product

3. ⚡ Doubling Developer Productivity with AI

4. 🛠️ Leading AI Adoption as CTO

5. 🎪 The Existential Challenge of AI

Let’s dive in 👇

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