Would Agentic Coders ever be production grade? Learning’s from Intercom’s AI Agent Journey with Des
AI Summary
In this insightful talk, Des Traynor, co-founder of Intercom, discusses the evolution of AI from being merely an assistant to a fully autonomous worker, exemplified by Intercom’s AI agent, Finn. He outlines the journey of developing Finn for customer support, detailing the challenges faced in transitioning from impressive demos to a production-grade agent. Key lessons include the necessity of robust testing, the importance of iterative improvement based on real-world usage, and the complexity of managing AI in customer service settings. Des emphasizes that the development of AI requires a fundamentally different approach compared to traditional software development, focusing on continuous testing and adaptation. He also addresses concerns about job displacement, explaining how AI can enhance support roles, leading to more specialized and rewarding work.