Keep pulling the thread on Eoghan McCabe.
Intercom's AI agent, Finn, is projected to surpass $100 million in Annual Recurring Revenue (ARR) in less than three quarters.
Intercom experienced approximately 40% employee turnover during its AI-driven transformation.
Intercom is on track to become the fastest-growing public software company by next year.
Intercom's AI agent, Finn, grew from $1 million to $12 million in ARR in its first year.
As part of its strategic pivot, Intercom has forgone approximately $50 million in ARR by reducing prices for customers to simplify its pricing model.
Intercom allocated nearly $100 million of its own cash to fund its pivot to AI.
Eoghan McCabe believes the AI platform shift is a more significant technological disruption than microprocessors, personal computers, the internet, or mobile.
Intercom developed a working prototype of its AI agent, Fin, within six weeks of the release of GPT-3.5.
Intercom's current ARR growth rate places it in the 15th percentile among all public B2B software companies.
Intercom's AI agent, Finn, is currently growing at a rate of over 300%.
Intercom claims its AI agent, Finn, is the market leader in the AI customer service agent category by customer count, revenue, and performance benchmarks.
Prior to its AI pivot, Intercom's revenue growth had slowed to low single-digit percentages after experiencing five consecutive quarters of declining net new ARR.