Eoghan McCabe: belief

Transcript context

…You have done something quite extraordinary with Intercom, something that a lot of founders and product teams are trying to do, which is to navigate this very scary disruption that's happening as a result of AI to most businesses. You have very successfully shifted, as you described, a late-stage SaaS business to an AI-first agent-based very successful business. I want to use the time to extract as much as I can out of your journey so that people that are trying to navigate this and having a hard time can have less pain, less suffering and will hopefully get to something that works. To give people a sense of just how well things have gone. Can you share some stats about the current state of the business, how it's going? Currently across the business we benchmark ourselves against all public software companies. There's like 120 something B2B software companies. We're like in the 15th percentile for ARR growth, so we're up there. Fin, which is our AI agent, which is the future of the business, the thing that will disrupt the old business. It's growing north of 300%. It took off really fast like all these other AI companies you hear of the first year, it grew from one to 12 million ARR. We're now in solid mid eight digit ARR growth there, we'll pass 100 million ARR with Fin in less than three quarters. And yeah, Fin, we're in the customer experience category with Fin, so it's one of these agents that helps do all your customer work and they all started with service and in that category we are the biggest by customer count, biggest by revenue, best by performance benchmarks. We win all our head-to-heads and our direct competitor bake-offs. We're rated number one on G2, so I think we're doing pretty well. We're doing far better than we imagined at this point. Okay. This sounds like the dream for a lot of founders, especially ones that are stuck with their existing business that isn't going very far. So, let's get to that. Let's talk about the beginning of this journey. You had a business that was working, people used it, loved it, over 100 million ARR I believe. Talk about just the state of the business at the point roughly when you decided I really need to make a big change and go AI first.…

Stored transcript either side of the excerpt. The highlighted words are the published quote; the surrounding text is unedited source, never generated.