Keep pulling the thread on Eoghan McCabe.
Intercom plans to expand the capabilities of its AI agent, Fin, beyond customer service to include sales, customer success, and marketing functions.
Intercom grew from $1 million to $50 million in revenue faster than any other SaaS company except for Salesforce.
Intercom made a strategic decision to prioritize its new AI business and allow its older core SaaS business to shrink if necessary.
Intercom's own AI agent, Fin, handles nearly 90% of the company's customer service inquiries.
Intercom's AI agent product, Fin, has 8,000 paying customers.
Eoghan McCabe predicts that future AI agents will function as strategic leaders within organizations, capable of receiving business goals and identifying key business problems.
Eoghan McCabe predicts that AI will disrupt not just individual contributor roles but also leadership positions, potentially leading to AI agent CEOs.
Intercom has doubled or nearly tripled its engineering output by using Anthropic's Claude Code.
Intercom has developed its own model named Apex, by post-training an open-weights model, and has used it to replace Anthropic's Sonnet model in its stack.
Intercom's custom model, Apex, outperforms all major foundation models on customer issue resolution rate, is 0.6 seconds faster to first token, and is substantially cheaper to run.
Eoghan McCabe believes that AI has only started to deliver material value in three key enterprise areas: coding, customer service, and legal.
The launch of ChatGPT in 2022 was a key catalyst for Intercom's decision to reinvent its business.