Scott Wu: Intercom offers a $1M refund guarantee for Fin AI agent
Scott Wu · Tech Executives: AI Has Changed SaaS Forever (Don't Fall Behind) · Jul 18, 2025 · at 38:21
Scott Wu is co-founder and CEO of usage-based billing platform Metronome. He cites Intercom's performance-based guarantee for its Fin AI customer service agent as an example of innovative pricing.
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“Actually, I was literally, as I was driving down here, I saw the intercom. They have this fin product, which is an AI agent in it. It does auto resolution of things like the auto resolution of customer support. They're like, cool. We have benchmarked this like industry standard to 65% resolution of things. Awesome. That means you get to like not have a huge support team and it's charging in a resolution based way. And then they went a kicker and then to the brand building, they're like, look, you, if you use this in production for, I think it's like 12 weeks and your resolution rate is below 65%, we'll pay you a million dollars. Like we'll give you a million dollars of spent back.”
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