After five quarters of falling revenue, Intercom's CEO returned and bet the company on AI following ChatGPT's launch. They built Finn, an AI customer-service agent, in three months. Finn now resolves over one million issues per week for 6,000 customers at a 65% resolution rate.
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Like brutal. Talk to you about the transformation of our company. ChatGPT just had a birthday, it's 3 years old. And if you look at Intercom 3 years ago versus Intercom today, they are entirely different companies. And this is really important because a lot of SaaS companies, I think, are saying that they're AI companies, but they're not really AI companies. We've gone through this transformation. It's been brutal. Like brutal. It's really hard. It's really hard. And if you're a SaaS company who thinks you're an AI company and you've not gone through brutal transformation, you're not there yet. And so I'm gonna show you what we did and hopefully it'll help you kind of think about things. But things changed. We then had 5 quarters of declining revenue growth and this was not a good period for the company. And Eoin, our co-founder and CEO, came back into the CEO role. And then ChatGPT showed up 3 months later. So I wanna just come back. We were in this kind of tricky spot and ChatGPT showed up and a combination of the machine learning team, an excellent team telling us this was, this is the moment, this is a one-way door for humanity. This is the real deal, the iPhone moment, the next technology cycle. So we bet the entire company on AI. We bet the entire company. It was a risky thing to do. We ripped up our strategy, we ripped up our roadmap. We made these decisions in a very small number of days. Like you're talking 1 to 2 weeks after ChatGPT. We decided, you know, we're in this tricky spot that we had nothing to lose or felt like we had nothing to lose. We had like hundreds of millions of ARR, a lot to lose. We felt like we had to do it. So we built Fin and launched it in March 2023. So we went very, very quickly from betting the company on AI to launching Finn. And Finn was, um, an AI agent for customer service and people really liked it and found a lot of value in it and it worked. If you fast forward to today, Finn has over a million resolutions a week. So every single week Finn is resolving over 1 million customer problems. Um, we've over 6,000 Finn customers and Finn's average resolution rate is over 65%. So the resolution rate over those entire 6,000+ customers is 65%. So in other words, Finn resolves 65% of the queries that it's asked about. And Intercom is on this like entirely different journey now. We have a very bright future. Finn is this groundbreaking product, transformational product. But the journey from Eoghan coming back and ChatGPT 3 years ago to today was really hard. It was really hard. And we learned a ton of things along the way.
