Laura Jolly

Customer Support Enablement Specialist & Support Enthusiast, book collector, cat lady 🌼 🌈

[Laura Jolly @LauraEJolly]

*bites into a cinnabon*
This is the moment I'll be thinking of when I cast my next patronus.

[Eoghan McCabe @eoghan]

https://t.co/K78h4CDg7N

[Laura Jolly @LauraEJolly]

Much more at https://t.co/Gscw3TWumZ !

[Laura Jolly @LauraEJolly]

Watching this livestream with Attio and it's remarkable to see the results and impact that using Fin Agent for Sales has, even at this early launch stage: https://t.co/HA0DRXZDlC 🙌

So many more use cases for AI Agents, it just makes sense to have them under a single Agent. 👏

[Laura Jolly @LauraEJolly]

Learn more at https://t.co/Gscw3TWumZ !

[Laura Jolly @LauraEJolly]

Building a career in customer support for nearly a decade has shown me how frustrating disconnected AI Agents are. A patchwork of separate tools for sales and support just doesn't make sense anymore – this is a HUGE step toward the future customers want! 🙌

[Laura Jolly @LauraEJolly]

@eoghan Such an exciting shift in how companies will provide full cycle customer experiences that are better and more seamless. These results are amazing!

[Laura Jolly @LauraEJolly]

@darraghcurran @intercom Absolutely wild! And it's not going to slow down 🚀

[Eoghan McCabe @eoghan]

https://t.co/I2Hf40EpIt

[Laura Jolly @LauraEJolly]

@eoghan Huge!! Not just for Fin, but the industry as a whole, and the future of customer service. 👏

[Eoghan McCabe @eoghan]

Today we’re launching the Fin Million Dollar Guarantee. We’ve been making big claims about our industry-best performance, but we know such claims are cheap. So it’s time to put our money where our mouths are. If we don’t deliver on these claims, we’ll pay you $1M.

First, some background:

In the very near future, all of your customer operations will run on AI. All customer touch points, at every stage in the customer lifecycle, from marketing, sales, service, and success, will be owned by a perfect, charming, expert customer agent, engaging with every customer and available instantly every hour of the day.

You’ll choose one vendor for all of this, not many. And you’ll choose the vendor who can do the most high quality work.

For the vendors, the opportunity is massive. We’re talking about disrupting literally trillions of dollars of human work, and potentially chasing TAMs 25-50X the size in SaaS. So, unsurprisingly, this space is extremely hot, well funded, and fiercely competitive.

For this reason, I’m about to be very honest with my competitive analysis and say the things out loud which every confident CEO says behind closed doors. But please don’t imagine I’m attacking anyone. I know a lot of the CEOs in this space, and admire all of the companies pushing this category forward. The new guys in particular are doing a very impressive job, and it’s generally assumed that they’ll eat the lunch of older incumbents like us.

At the risk of over simplification, and to cut to the chase, I believe there are only three players in this space who matter: our product @Fin_ai, and newcomers @SierraPlatform, and @DecagonAI.

Sierra is taking a consulting oriented approach with non-tech enterprise customers. This will be extremely lucrative in the near term, but I’m bearish on this approach in the longer term. In the early days of the web, large consulting companies made the exact same enterprise play, charging millions of dollars to deploy and run web sites. But web sites soon became an integral part of business operations and all enterprises eventually wanted to manage them in-house. The same will happen with agents, and in-house teams will need a management application layer, which we’ve made extensive investments in.

With Fin we’ve started slightly lower in the enterprise layer, with tech or tech-forward companies who are ready for more sophisticated deployments of AI, which they want to manage themselves. We’re competing directly with Decagon for this market. And while the customers we’re winning against them cite our uniquely deep management application layer, it’s our superior performance that delivers the most striking and immediately valuable difference. It’s become very clear that our AI Group has built highly differentiated tech, which we’ll reveal more about this summer.

The result is that we’ve beaten Decagon on performance in 100% of bake-offs that we’ve engaged in and have been chosen as vendor of choice 100% of those times too. Take a representative case of [very large SaaS unicorn], who was an early reference customer of Decagon’s. In a customer-run bake-off, Fin achieved a resolution rate of 63% (which has continued to increase to 72%, as of last week), while Decagon achieved a resolution rate of 49%. That’s 23 percentage points of additional customer requests which now receive instant, perfect resolutions to their problems. And 23 percentage points of additional customer requests that they pay just $0.99 per resolution for, instead of the $15-20 per resolution they’d have to pay humans for. With a performance gap this wide, your choice as a customer is made for you.

This dynamic against them, and similar players in the market, has made Fin the largest by customer count (>5k) and largest by ARR (8 figures, which will cross $100M <3 quarters from today) in the category. ARR from our existing customers is growing at 4X, but incredibly, from new business customers it’s growing at 5X. We’re also rated #1 in the category on G2 and shipping every major new innovation in this category before everyone else.

So, to the guarantee. Starting today, we promise two things:

1. If you sign up for Fin and are not 100% satisfied in your first 90 days, we will give you up to $1M of your money back, no questions asked.

2. If you sign up for our Fin Guarantee Success Program, and we do not achieve at least a resolution rate of 65% (which our studies have shown is the resolution rate of humans), we will pay you $1M!

To learn more about the guarantee and to apply for the program, please visit: fin DOT ai SLASH guarantee

:)

[Laura Jolly @LauraEJolly]

@HTTYDragon His name is Darien but I've always called him my little Toothless because he has the same mannerisms and eyes - he even has his own Toothless toy! 😄 #ToothlessLookAlikeChallenge

[Laura Jolly @LauraEJolly]

I mean @coda_hq can be tricky to use at times, but that seems a little drastic, Google. 👀

[Laura Jolly @LauraEJolly]

@EmBeihold My top artist! 😊 Hoping you come to Chicago at some point 💛

[Laura Jolly @LauraEJolly]

Unfortunately I did not have the ingredients so I had it design a new cocktail using my ingredients - feel free to join me for a "Moonlit Fi(n)zz" instead if you prefer! 😉

[Laura Jolly @LauraEJolly]

I asked ChatGPT to design a cocktail for me to enjoy while watching the @intercom Pioneer Livestream. Join me for an "AI Refresh" as you watch! 🍸😄

Watch Pioneer with me: https://t.co/1NYNVwWAFH

[Laura Jolly @LauraEJolly]

It’s almost time! 🤩 In one week Intercom is hosting Pioneer, our AI customer service summit, in person and streamed free online.

There'll be huge product announcements (like Fin 2!) AND the legendary Stephen Fry taking the stage! 👀🤯

Register here! → https://t.co/9Ww2O1ezt2

[Laura Jolly @LauraEJolly]

I attended Support Driven Expo last week and spoke on loving your career in support as a human partnered with AI. 😍 It was so fulfilling to hear how successful support teams are going all in on developing their support content and integrating AI into their core strategies 👏

[Paul Adams @Padday]

Off Script Episode 2 is here and in it I outline why Customer Service is already one of the first industries to be fundamentally changed by AI. The new path is clear: an AI-first customer experience by default.

We see incredible business opportunities, way beyond service, for those that embrace the required mindset shift. We can now see what is truly possible, with hard data, and it is only the beginning.

If you enjoy it, please share with your CS team!

[Eoghan McCabe @eoghan]

Welcome to Off Script! In episode 1, @destraynor shares some poignant and emotive ideas to help us understand the great importance of this time in tech, some stories about our internal reaction to the dawn of modern AI, and some frameworks for how you can respond too. Enjoy.

[Fin @fin_ai]

These are real reactions from real customers. And on April 10th, we’ll be letting the whole world in on our little secret.

Curious? You should be.

Join us LIVE on LinkedIn as we unveil the beginning of a new era in customer service. If the comments from our beta testers are anything to go by, you really shouldn’t miss it!

Watching is easy, no registration required. Simply click "Attend" at https://t.co/ikmcsZpB4m and you’ll be notified when we’re live 🔴