Intercom Bets Everything On AI Agent

Intercom's leadership, led by CPO Paul Adams, decisively pivoted to AI within two weeks of ChatGPT's late-2022 arrival, building Fin, an AI customer-service agent that now resolves over 1 million problems per week with a 65% average resolution rate across 6,000+ customers. The company restructured teams, rebuilt engineering and marketing, and invested three years in a RAG-based AI infrastructure, reshaping product development and buyer dynamics.