<p><strong>Show Notes:</strong></p><p>In the latest episode of the Way of Product Podcast, I had the pleasure of chatting with Brian Donohue, Vice President of Product at Intercom. Brian has been a critical player at Intercom for over 11 years, where he has navigated the company’s growth and transformation, especially in the ever-evolving world of AI integration.</p><p>Brian shared his insights and experiences in transforming product development at Intercom, focusing on building a Fin AI agent that’s set to redefine customer support.</p><p>With over two years dedicated solely to AI, Brian discussed the company’s journey from its early machine learning beginnings to embracing large language models.</p><p><a target="_blank" href="https://www.linkedin.com/in/brian-d-2450192/">Connect with Brian on LinkedIn</a></p><p><strong>Listen to The Way of Product:</strong> <a target="_blank" href="https://podcasts.apple.com/us/podcast/the-way-of-product-with-caden-damiano/id1442980948">Apple Podcasts</a> or <a target="_blank" href="https://open.spotify.com/show/7dy9vYUPNj3dH9lKAVDheV">Spotify</a></p><p><strong>Actionable Takeaways</strong>✅ Embrace the uncertainty and potential of AI-driven product innovation.</p><p>✅ Aligning incentives through outcome-based pricing instead of traditional SaaS models.</p><p>✅ Balancing traditional product management structures with innovative AI development approaches.</p><p><strong>Time Stamps</strong></p><p>04:15 AI Integration in Product Development07:40 Architectural and Product Thinking in AI11:05 Challenges and Innovations in AI Implementation18:00 Continuous Improvement and Reassessment24:50 Inherited Product Design Flaws31:35 Technical Rigor and Product Validation37:10 Evolving Product Management Practices42:15 The Role of AI in Modern Product Development49:20 Outcome-Based Pricing Explained55:00 AI Transformation and R&D Services59:30 Adapting Product Development to Customer Needs66:45 Final Thoughts and Future Outlook70:20 Connecting with Brian Donahue</p> <br/><br/>This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://www.wayofproduct.com?utm_medium=podcast&#38;utm_campaign=CTA_1">www.wayofproduct.com</a>