Intercom Off Script - Episode 4: Designing with AI
Welcome back to "Off Script", a new series of candid conversations with Intercom leaders about the extraordinary AI-driven transformation we’re currently experiencing in the world today.
In this episode of Off Script, Emmet Connolly, our long time head of design at Intercom, talks about how the recent advent of modern AI has us revisiting everything from how we design and build interfaces to how we think about the roadmaps of our products. This is us very much sharing what we’re learning at scale as we pivot in the hopes it will be valuable to you too as you start to do the same.
Key Takeaways:
1. Waves of tech innovation map closely to the history of User Interfaces – each major new innovation in user interface design initiates a bigger wave of usage. But AI is a huge leap forward – it goes far beyond a change in how we interact with technology, and instead marks a change in the fundamental tech itself.
2. We are in a period of transition, but are merely scratching the surface of what’s possible – applying AI to existing solutions to well-understood problems. Currently, most applications are using the ChatUI to interact with AI, but the journey forward will probably involve entirely new user interfaces, with entirely novel solutions.
3. The field of product design is undergoing a rapid transformation, and we are at the coalface – there is a blurring of lines between product designer, product manager, even product engineer. Building product will look very, very different, and product design as a discipline will be transformed – but the fundamental skills of understanding user problems and applying good taste to the solution will endure.
4. Intercom is at the bleeding edge of applying this new technology in a real-world use case, with massive, tangible results. This means we are pioneering new ways of designing products with AI, and actively reinventing how we think about the discipline.
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