In this episode of the EU-Startups Podcast, Marcin Lewandowski sits down with Des Traynor, Co-founder of Intercom, creators of Fin.AI, to unpack what it takes to transform a unicorn into an AI-first company.

Des shares the story of how Intercom embraced AI at its core, building Fin.AI, a customer service agent now handling millions of conversations. He explains the challenges of creating an AI-first culture, the risks of transition, and why companies that fail to adapt will not survive.

This is a must-listen for founders, builders, and investors navigating the AI revolution.

We also dive into:

– The future of AI-powered customer experiences

– Why Europe has untapped opportunities in AI vs. Silicon Valley

– What investors should know about backing AI startups today

– Des’s vision for the future of Intercom and Fin.AI

– And lessons from his angel portfolio (Notion, Algolia, Miro, Synthesia, and more)

Takeaways:

– AI isn’t a feature. It’s a foundation shift.

– Transforming a company into AI-first means changing culture, not just code.

– Customers measure AI by trust, not accuracy.

– Europe has the talent to lead in AI — speed is the missing piece.

– The biggest AI wins will come from industries still waiting to be disrupted.

Chapters:

00:00 – From Unicorn to AI Transformation

06:08 – Building an AI-First Culture

12:03 – Success Stories with Fin

17:48 – Europe vs. Silicon Valley in AI

24:12 – Future Vision for Fin and Intercom

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