How CRM Vendor Attio Turned Intercom's Fin AI Agent Into an Always-On Sales Rep

AI agents are everywhere in the CX conversation, but this CX Today case study gets specific. Nicole Willing speaks with Will Jones, GTM Operations Associate at CRM vendor Attio, and Paul Adams, Chief Product Officer at Intercom, about how Attio deployed Intercom’s AI agent, Fin, as a sales development representative (SDR) to handle inbound sales engagement.Jones breaks down what drove the move, including the push to stay ahead of changing buyer expectations and the reality that static forms miss demand outside business hours. Jones shares what changed day to day after launch: always-on coverage, automated follow-ups, richer insight into what prospects actually ask for, and faster routing of qualified leads into the CRM.Adams explains why sales is a natural extension of an AI agent that started in customer support. Customers experience one journey, not separate departments, and shared memory and a single source of truth are critical to avoid the classic “repeat yourself” handoff problem.Both guests also tackle the hype question directly, arguing that AI is a bigger shift than the internet or mobile because it can do the work, while warning that success requires effort, experimentation and iteration.For more Customer Experience tech news visit https://www.cxtoday.com