In the latest episode of Future Proof, we sat down with Christine Zdelar, Director of Product at Intercom, to unpack how Fin has evolved from one of the first AI CX agents in production into a best-in-class support agent.

We cover:

- The Fin Flywheel and why training, testing, and analysis are core to agent success

- Why Intercom went all-in on outcome-based pricing- How MCP, permissions, and oversight show up in real-world production systems

- What it takes to push AI resolution rates from ~20% to 60%

- And why Intercom is investing deeply down the stack, including building its own models

Timestamps:

(0:00) Clips
(0:55) Introduction
(1:26) Getting Fin production ready
(4:46) Adopting MCP, is it ready?
(7:26) Integrating with helpdesks
(11:26) Connecting with knowledge bases
(13:26) Resolution-based pricing strategy
(19:26) Is the market ready for end-to-end AI resolutions?
(23:26) Intercom adopting AI processes
(25:26) What needs to happen for customers to adopt Fin
(28:26) Intercom builds its own models?
(34:26) Closing thoughts

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Host: Ethan Lee

Guest: Christine Zdelar

Produced by: Forrest Herlick