AI agent Fin nearing $100m revenue: Des Traynor, Co-founder at Intercom.

Intercom’s AI customer service agent FIN is already resolving more than 1 million conversations every week and is on track to hit $100m in revenue. When I spoke with Des Traynor, Co-founder of Intercom, he described what it really takes to pivot a 15-year-old SaaS company into an AI-first business while the market is still figuring out what AI actually means. FIN is no longer just a feature inside Intercom, it is becoming the product.The Scaling Europe show is presented by Deel - check them out here: https://get.deel.com/ruynb7o4lfjkSponsors:SurrealDB: The multi-model database for AI agents. Check them out here: https://surrealdb.com/Omni: The AI analytics platform trusted by fast-growing companies like Perplexity, Synthesia, and dbt Labs. Check them out here: https://omni.co/Venture Comet: The platform that gives startups and scale-ups real-time equity tracking, daily business insights and automated management information. Check them out here: https://venturecomet.com/Timestamps:0:00 - Introduction to Scaling Europe show0:30 - Des Traynor discusses Intercom's focus1:08 - Launch success of AI agent Finn2:07 - Transition from add-on to essential tool5:49 - Expanding market with AI features7:12 - Fin's potential to surpass Intercom9:11 - Embracing the innovator's dilemma10:34 - Balancing customer feedback and innovation11:51 - Understanding customer requirements for design12:50 - Importance of AI in customer service solutions15:01 - Building a network through startup interactions17:34 - Changes in coding agent leadership18:20 - Experimental phase of AI tools19:01 - European tech's current state22:24 - EU regulations hindering growth