Intercom pivoted from a human-staffed help desk to Fin, an AI agent that resolves customer issues without people. The company grew from $100 million to $400 million in annual revenue, with ChatGPT's launch forcing them to rethink their entire product.
Originally Intercom was like a help desk software, like a Zendesk or like a little chatbot you have in the bottom right of your screen.
Original version of Intercom, think of a chat that pops up in your bottom right corner and that chat was human powered. But those were never that great. It was never that great.
So Intercom, I think they were maybe at some point in the last couple years or so, they're maybe doing $100 million in ARR. Now today they're doing $400 million. Okay. And then it was only when ChatGPT came out where that was the existential kind of code red moment for them. And they started building Fin. Fin is actually their customer service agent. That I actually interacted with one yesterday where it actually answers and solves questions. It's basically your automated customer service team.
And to be clear, when Intercom made this pivot, instead of saying, hey, intercom.com, you can get all this stuff, I believe it was like fin.ai, or they, they created a separate brand, separate product, so that way there wasn't confusion to get more adoption in the market.
