$50 Million Bet on AI: Inside Intercom’s Reinvention
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$50 Million Bet on AI: Inside Intercom’s Reinvention
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About this listen
What does it take to reinvent a billion-dollar SaaS company in the age of AI? For Intercom, the answer was a $50 million gamble—tearing up its pricing model, refocusing the business, and betting everything on an AI-first future. In this episode, co-founder Des Traynor pulls back the curtain on the bold moves that reset Intercom’s trajectory and turned its AI agent, Fin, into a powerhouse that resolves 65% of customer conversations.
If you’re leading AI transformation, this is the playbook: how to make the painful cuts, how to reset culture, and how to price AI in a way that actually works. It’s not theory—it’s the story of one of the biggest AI reinventions in SaaS.
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