In this episode of The MAD, Matt sits down with Des Traynor, Cofounder of Intercom, to explore the seismic shift towards AI in customer service software, and how the company has gone all-in to embrace AI.

Des shares the pivotal moments and strategic decisions that led to this transition, highlighting the urgency and vision that propelled Intercom to integrate AI into their core offerings. He also delves into the challenges of building a bi-continental startup and the strategic pivot towards becoming an AI-first company.