Intercom’s AI customer service agent FIN is already resolving more than 1 million conversations every week and is on track to hit $100m in revenue. When I spoke with Des Traynor, Co-founder of Intercom, he described what it really takes to pivot a 15-year-old SaaS company into an AI-first business while the market is still figuring out what AI actually means. FIN is no longer just a feature inside Intercom, it is becoming the product.

The Scaling Europe show is presented by Deel - check them out here: https://get.deel.com/ruynb7o4lfjk

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Timestamps:

0:00 - Introduction to Scaling Europe show

0:30 - Des Traynor discusses Intercom's focus

1:08 - Launch success of AI agent Finn

2:07 - Transition from add-on to essential tool

5:49 - Expanding market with AI features

7:12 - Fin's potential to surpass Intercom

9:11 - Embracing the innovator's dilemma

10:34 - Balancing customer feedback and innovation

11:51 - Understanding customer requirements for design

12:50 - Importance of AI in customer service solutions

15:01 - Building a network through startup interactions

17:34 - Changes in coding agent leadership

18:20 - Experimental phase of AI tools

19:01 - European tech's current state

22:24 - EU regulations hindering growth