Catch up on all the big announcements from the Product Keynote at Pioneer, our in-person summit hosted in New York City on October 9.

Eoghan McCabe, Founder and CEO, and Paul Adams, Chief Product Officer, share the latest in Intercom’s AI innovation – including the launch of Fin 3 and our vision for the future of Fin as a Customer Agent.

Watch this episode on YouTube: https://youtu.be/3e5PPtY_CSs?si=kqwQPGpr5twJiZH7

For more keynotes & conversation visit https://pioneer.fin.ai

Follow our Fin/ideas Substack - stories from the team at Intercom building Fin: https://ideas.fin.ai/

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Des Traynor, Co-Founder and Chief Strategy Officer at Intercom, explores how AI is transforming not just products and interfaces, but entire companies. He shares his vision for how AI will act as a powerful, convergent force – collapsing boundaries between tools, teams, and functions – and what that means for the future of work and customer experience.

Recorded at Pioneer 2025, a summit for AI customer service leaders.

Watch this episode on YouTube: https://youtu.be/3e5PPtY_CSs?si=kqwQPGpr5twJiZH7

For more keynotes & conversation visit https://pioneer.fin.ai

Follow our Fin/ideas Substack - stories from the team at Intercom building Fin: https://ideas.fin.ai/

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom's Chief AI Officer Fergal Reid and VP of Design Emmet Connolly sit down to chart the current state of AI – why scaling pre-training hit limits, how reasoning models and reinforcement learning surged, and what the “DeepSeek moment” revealed about costs and competitiveness. They dig into massive CapEx and data centers, the shrinking gap between frontier and open-weight models, and why value is shifting up the stack from models to the AI layer and product UX. The conversation explores world models and representational convergence, where real breakthroughs may show up, evolving regulation and copyright, and practical implications for builders in a post-training-first world.

Watch this episode on YouTube: https://youtu.be/8ISy0PswHvE?si=TBooKTEXH191DfIg

Follow the people

https://www.linkedin.com/in/fergalreid/

https://www.linkedin.com/in/emmetconnolly/

https://fin.ai/ideas/

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.