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.
no scored calls yet — needs a stated position or a categorical verdict, with a matured window vs SPY
Intercom pivoted from slow-growing SaaS platform to AI-first customer agent company; Fin now handles nearly 90% of Intercom's own support with higher CSAT, 8,000 paying customers including Anthropic, and expanding into sales/marketing agents.
Intercom initially used Cohere's models but found that training specialized models for customer service (Apex) yields faster, cheaper, and more effective results than general-purpose foundation models.