mark o donovan

[Paul Adams @Padday]

Delighted to have Brett Chen from @perplexity_ai join us, @cognition and @harvey for our AI event in SF next week!

We'll be going deep on building frontier AI products, at all levels of the stack, including how and why we have built custom models for @Fin_ai.

The content will be very interesting and valuable for any AI leader/practitioner.

We'll be streaming the event also, link to register in-person/online in the comments.

Hope to see you there!

[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

:)

[mark o donovan @markodonovan86]

@CarlowWeather We’re back

[Fin @fin_ai]

Support has changed.
But we're still measuring like it’s 2015.

Join us live from London for Built For You.

This is bigger than a product. It’s a new understanding of customer experience.

🎥 Streaming live on X, May 21. https://t.co/ZGmLGqvUS9

[mark o donovan @markodonovan86]

@TayakenTony 6 months ago

[Paul Adams @Padday]

New blog here: https://t.co/gMOkOWnznZ

[Paul Adams @Padday]

New blog alert: we're now sharing our new ideas as much as possible!

We had a recent realisation inside Intercom. We’re having the most amazing conversations inside our four walls about building a cutting edge, valuable customer focused AI product, but if you didn’t work here, you’d never know.

We’re learning a lot fast, and we think we can help others learn too. So we’re doing a few new things:

1 We’ve launched a *new blog*, where we’ll share some of the latest ideas we have. Link in the comments!

2 We’ve started *building in public* more, sharing early demos of things we’re working on. We’ve shared 3 so far, and you can expect at least 1 a week going forward.

3 We’re also about to launch a dedicated technical AI blog, where our AI team will go deep on the experiments they are running, and what we’re learning.

Our goal with these is to hopefully help you learn from what we're doing, get you thinking, and also to start some discussions so we can learn also.

We've more to come, watch this space. Link in the comments to the blog where you can also watch our demo videos :)

[Samet @samet_ozcan_]

🚀 Real-time AI translations are coming to Intercom Messenger &amp; Inbox! Now, any customer &amp; agent can seamlessly converse, no matter their language.

I recorded a quick demo—check it out! Open beta coming soon. Stay tuned! 👀

[mark o donovan @markodonovan86]

@mufcMPB -10

[mark o donovan @markodonovan86]

@IrelandFootball Multiple wins and sell outs in turners cross but sure.. move them back to Dublin

[mark o donovan @markodonovan86]

@IrelandFootball Lee Carsley

[Eoghan McCabe @eoghan]

Off Script 2 is live! In this episode, @Padday explores this pivotal time in technology, and how AI will transform how we relate to the businesses we frequent. How our expectations for what great service looks like will rise. And what it will take businesses to meet them.

[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!

[Fin @fin_ai]

2 hours to go. https://t.co/iugVRkyHhm

[Eoghan McCabe @eoghan]

Major new @intercom AI product release dropping on April 10. We’d love you to join us live for the announcement. Sign up here. https://t.co/WuMjY021qf

[Paul Adams @Padday]

When you see yourself as a company creating a better future, oftentimes it's easy to discard a technology that has been around for a long time. That's understandable, times certainly change. For example, it's simply a fact that we don't phone each other nearly as much as we used to. We message instead.

But sometimes, the old way is still the best way. If you urgently need to communicate, you phone. If you need a big conversation, you phone.

Customer Service is no different. Messaging is taking over and will certainly be the dominant channel. But sometimes, if it's urgent, it needs to be phone. If it's technically complex, it needs to be phone.

So today we launched Intercom Phone and it is a fantastic experience. It is natively built into Intercom so is easy and immediate to use. Jump between messaging and calling with one click, no jumping around tabs or tools. Intercom Phone has full video calls and screen sharing. And it can be configured to work whatever way you want with our no-code Workflows.

Phone is a deep space, and we've more to do. But Intercom Phone is truly the best user experience on the market for Customer Service teams and their customers.

Check out the video for a 90 second walkthrough, and https://t.co/J2tLpcNyqz to try it out!

[Eoghan McCabe @eoghan]

The only time I like being wrong is when I think a challenge at @intercom may be insurmountable, and then someone figures out how to do it anyway.

One year ago I said we'd take on Zendesk. Our plan is to become the leading customer service platform. One GIANT head start they had over us was their phone functionality. They had years and years of work done ahead of us. There was no way we could catch up. Did we need to partner with a third party? Acquire someone?

I'll skip the very big step where all of this actually got done and jump to the punch line: It got done! Intercom Phone just launched today.

Completely native. Inbound and outbound calling. Integrated into your inbox, and with your live customer data. Supports insanely complex, personalized phone trees and automation. With video calling AND screen sharing too. Works in the Intercom Messenger or over the traditional phone network. Automatically records AND transcribes all calls. Takes voicemails. Has realtime dashboards for managers, and extensive reporting. And it all works with your existing phone number. And has tons of smaller little features and details I'm still discovering.

This has been in beta with over 700 customers who've had over 20k calls. It's a fully featured and finished, best-of-breed phone product. No vaporware here.

What else is possible?

[mark o donovan @markodonovan86]

@TayakenTony You should write a letter

[mark o donovan @markodonovan86]

@KennysKids Give it up pal

[mark o donovan @markodonovan86]

@TayakenTony