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AI Agents · Customer service agents prove AI can be better, not just cheaper — 90% resolution rates
now playing · AI Agents
AI Agentstailwindscore 9/10eoghan mccabe
Customer service agents prove AI can be better, not just cheaper — 90% resolution rates
Intercom's Fin agent demonstrates AI agents can deliver superior outcomes (higher CSAT, instant resolution) not just cost savings; 8,000 paying customers including Anthropic validate produc…
Enterprise AI Adoptiontailwindscore 8/10eoghan mccabe
AI agents will disrupt leadership roles, not just ICs — CEOs may report to agent 'COOs'
Agents will evolve from automated ICs to organizational leaders that receive business goals, diagnose root-cause problems (e.g., onboarding localization gaps), and propose strategic fixes;…
AI Applicationstailwindscore 8/10eoghan mccabe
Verticalized proprietary models beat general foundation models in specialized enterprise tasks
Intercom's Apex model (post-trained open weights) beats Sonnet/GPT on resolution rate, latency (0.6s faster), and cost by focusing narrowly on customer service; argues all vertical AI compa…
AI Economics & Business Modelsmixedscore 7/10eoghan mccabe
Aggressive price competition inevitable as vertical AI players deploy cheaper proprietary models
As more companies build specialized models (Intercom ~1 year ahead), competition will shift to price; customers globally will benefit from 'epic AI technologies for super cheap' — margin co…