22 Nov 2025Intercom, BackedVC $100M, Beside $30M, TabPFN-2.5, Alex Karp, Molly O’Shea, Bryan Johnson
Des Traynor: Intercom's Fin & the ChatGPT Pivot
Des Traynor tells the story of Fin: after ChatGPT launched in late 2022, Intercom's leadership decided to 'burn the boats,' ripped up the roadmap, and shipped the first AI agent in production on GPT-4 launch day — Fin now resolves ~66% of support volume for 7,000 customers at $1 per resolution (~1M resolutions a week). He argues incumbents fail by treating AI as 'sprinkles' and that companies must accept acute one-time pain to restructure ('adapt or die'), then details Fin 3's all-channel support, natural-language 'procedures' for messy multi-step queries, and Fin's expansion into a full customer agent for sales, success, and upsell. He closes with a temperature check on Ireland's tech scene and why Europe is winning at the AI application layer.