$INTERCOM · Intercom CEO details aggressive AI transformation with Fin agent resolving 90% of support

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Kleiner Perkins

Kleiner Perkins at Startup Grind: A Look Inside Intercom's AI Transformation

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Intercom CEO details aggressive AI transformation with Fin agent resolving 90% of support

2026-06-15 · 4 company · 4 thematic

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eoghan mccabe

Founded Intercom in 2011, scaled to $50M ARR faster than any SaaS company except Salesforce. Stepped away in 2020 due to health issues (tick-borne illness), returned in 2022 with 'founder mode' aggression, led AI transformation launching Fin customer agent now doing ~90% of Intercom's support and serving 8,000+ customers including Anthropic.

quote

“Fin on Intercom, for example, does high and maybe nearly 90% of all our customer service. It's instant. Customers love it. CSAT goes up. We're now on 8,000 paying customers. We're on a ton of the new, hotter companies like Clay and Mercury…”

—eoghan mccabe

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