Europe 2026
How Building with AI Can Double the Throughput of Your Engineering Team — Brian Scanlan, Intercom
Overview
This talk explores how Intercom leveraged AI, specifically focusing on integrating AI agents into their software development lifecycle, to significantly increase engineering throughput. The core thesis is that by treating AI as a platform and empowering engineers with the right tools and guidance, organizations can achieve substantial productivity gains, potentially doubling output without increasing headcount.
Who should watch
- AI Engineers looking to integrate AI into development workflows.
- Product Managers seeking to understand how AI can accelerate product development.
- Builders and engineers interested in practical applications of AI agents.
- Engineering leaders aiming to boost team productivity and shipping velocity.
- Anyone curious about organizational change management for AI adoption.
Key takeaways
- Intercom set an ambitious goal to double engineering throughput by adopting AI agents across their software development lifecycle.
- The company emphasizes the importance of a unified platform approach, choosing Cloud Code and integrating it deeply into their workflows.
- Successful AI adoption requires strong executive guidance, consistent messaging, and organizational support, including dedicated full-time teams.
- AI agents are being applied to all aspects of technical work, including debugging, testing, planning, and code review, not just code generation.
- Intercom has seen a significant inflection point in productivity after committing to a single AI tool platform.
- The company is developing and utilizing internal "skills" or agent capabilities, which encapsulate company-specific knowledge and best practices.
- AI adoption is viewed as a natural progression, similar to the shift from sysadmins to SREs with the advent of cloud computing, but at an accelerated pace.
- Metrics like code changes per R&D person are used to track progress, with early data showing increased PR throughput and a high rate of automatic code approval.
Notable quotes
*Shipping fast and iteratively is the best way to build high-quality products that customers love to use.*
*If you're not adopting AI in Intercom, whether you're a designer, product manager, engineer, whatever, you are not meeting expectations.*
*Everything that you can do the agent must be able to do.*
Unofficial community note. Prefer the recording for nuance.