Invest Like the Best with Patrick O’Shaughnessy
Business:Investing
My guest today is Des Traynor. Des is the co-founder and Chief Strategy Officer of Intercom - a customer service solution that helps businesses answer product questions, offer instant support, and automate sales. The business was founded in 2011 and its products operate within 25,000 businesses, including the likes of Amazon, Lyft and Atlassian. Our conversation is roughly split in half. First, we talk about AI and how it’s actually changing businesses like Intercom through products such as their OpenAI powered bot called Fin. We then talk about Des’s views as an investor, which includes an answer about software that I’ll remember for a long time. Please enjoy my conversation with Des Traynor.
Listen to Founders Podcast
Founders Episode 311: James Cameron
For the full show notes, transcript, and links to mentioned content, check out the episode page here.
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Invest Like the Best is a property of Colossus, LLC. For more episodes of Invest Like the Best, visit joincolossus.com/episodes.
Past guests include Tobi Lutke, Kevin Systrom, Mike Krieger, John Collison, Kat Cole, Marc Andreessen, Matthew Ball, Bill Gurley, Anu Hariharan, Ben Thompson, and many more.
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Show Notes
(00:03:42) - (First question) - Des's high level thoughts on Open AI and new technology
(00:07:07) - Advanced AI tech for existing businesses versus start-ups ventures
(00:11:14) - Where Intercom falls on the spectrum of existing and new AI technology
(00:13:16) - Training AI to be tailored to specific fields of work
(00:18:25) - The natural end point is for Intercom incorporating AI
(00:22:25) - Des's product philosophy behind this technology
(00:24:03) - Choosing an AI provider that best suited his customer service industry needs
(00:26:55) - The value comparison between using AI-led customer service versus human
(00:29:18) - Why outsourcing automated data is not for everyone
(00:31:15) - Des's advice for other companies beginning to integrate AI into their operations
(00:36:33) - What he is excited for as an investor in this area
(00:37:50) - The most common discussions he’s having about this technology
(00:41:21) - The inherent risks of using AI models that are not 100% accurate
(00:45:10) - Des's evolution as an investor
(00:48:25) - How Intercom solved it’s AI execution problems
(00:50:46) - Combating other companies that are trying to overtake the field
(00:53:44) - Counter arguments for using AI technology
(00:57:22) - His view on the best software out there
(01:03:00) - The kindest thing anyone has ever done for him
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Joey Levin - Building an Anti-Conglomerate - [Invest Like the Best, EP. 264]
Peter Chernin - Betting on Passion - [Invest Like the Best, EP. 263]
John Pfeffer - Adapt and Evolve - [Invest Like the Best, EP. 262]
Geoffrey Moore - Building Gorilla Businesses - [Invest Like the Best, EP. 261]
Gavin Baker - The Cyclone Under the Surface - [Invest Like the Best, EP. 260]
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Doug Colkitt - The Evolution of Markets - [Invest Like the Best, EP. 255]
Bill Gurley and Philip Rosedale - Back to the Future - [Invest Like the Best, EP. 254]
Francis Davidson - Design-led Hospitality - [Invest Like the Best, EP.253]
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