Fin

“Fin great example podium, another great example, both of them with the new products have gone to a hundred plus million in a couple of years.”

“You will grow to like a hundred million in AR or very quickly. Finn's on that path, very close to it.”

“There isn't a single buyer anymore. So for example, with Finn, we have, yes, the customer service leader, and they're still heavily, you know, heavily influential. They have a lot of clout, but they don't make the decision. And the reason is because there's tw…”

“Finn's growing 300% year over year.”

“Fin is totally different to Intercom. It's a completely different product. The two of them are like, they've almost nothing in common in some ways. It's a completely different product. I'm like, yes, Fin is, Fin usage is eating Intercom usage at times.”

“And then we're going to use Fin for customer support. That's the second agent that we're going to roll out in the next few weeks.”

“They now have this fin agent that is solving like 65% of customer service tickets that come in.”

“I was at one of our portfolio company board meetings the other day, and they mentioned that they had switched from, you know, human-based interventions to the FIN product from Intercom, And they showed the stats of deflections went up, I forget to, you know, 9…”

“Fin, which is our AI agent, which is, you know, the future of the business, the thing that will disrupt the old business. It's, you know, growing north of 300%. It took off really fast, like all these other AI companies you hear of the first year. It grew from…”

“We'll pass a hundred million air ore with Finn in less than three quarters.”

“And in that category, we are the biggest by customer count, biggest by revenue, best by performance benchmarks. We win all our head to heads and our direct competitor bake offs. We're rated number one on G two.”

“We were only six weeks into the launch of GPT. 3.5 when we actually had a beta version of fin.”

“I think we're going to find ourselves being the fastest growing out of all relative to all public software companies.”

“Intercom for fin what they actually do is they charge based on an AI resolution. So if an AI is able to, you know, resolve the ticket completely independently without a human in the loop, then they charge for it. If a human intervention is needed, they don't c…”

“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…”

“Intercom has its chat Support, or sorry, it's a support agent that is called Fin. It's actually charging based on resolution.”

“At Intercom, for example, we've been using our, this AI agent fin for nearly two years, and we've not let anyone go, but we've stopped growing the size of our support team.”

“Like we have like thousands of people using it to do millions of full resolutions for people”

“So Finn's built on GPT-IV, by the way, we've, we tried, we wanted to build on a three, 3.5, but it didn't, it's still, I remember back when we used to talk about hallucinations, like four was the sort of the perceptual change for us in terms of trust and relia…”

“A lot of the times when Finn gives bad answers, it's not hallucination. It's actually usually just bad content and it's stale content on our customers help centers”

“The way I think about Finn in the lives of our customers who are customer service teams is that it should move them to being the, they answer questions for their first time because Finn has never seen it before, but also the last time, because once they've ans…”

“Fin charges, 99 cents per answer.”

“We basically charge when we gave the customer an answer that they saw and they didn't have any follow-up questions, which is exactly how CS reps are measured as well.”

“On average, I would be confident any business who turns on fin will get at least like 25, 30.”

“What we encourage those people to do is just work out a way to dip their toe in. So like, hey, how about if Fin only works with your free customers? How about if Fin only works in the languages you don't speak? How about if Fin only works on the errors that yo…”

“And we see staggering results for Fin. Some people are getting, like, very, very high percentage of total support volume resolved With satisfaction, like above 50% of times, right?”

“We have some customers who are hugely successful with it. They can answer up to 50, 60, 70% of their inbound questions with Fin.”

“Has it transformed our business? Like financially? Not yet.”

“Our business model for Fin is extremely simple, which is we charge people for it. And, you know, we charge people for it both because of the service we offer is expensive to run. It's, I mean, AAI is not an inexpensive thing to do well because it's not just bi…”

“It's the future. I mean, it's a total taste of the future. I cannot tell you how excited I am about Echo. I have five in my house, literally. I've built applications for it myself. Finn has an incredible integration with it. It isn't there yet, but it's the be…”