Finn

“If you talk to folks like at Finn or Intercom or Gorgias or Sierra and others, they're all saying that there's convergence that support sales and marketing are all converging because once you can AI-ify them, you don't want to have three different agents, righ…”

“And so it's not just doing that functional, like put it on my calendar. It's going that next step because we've put it in its instructions to help us solve logistics challenges. And again, force the humans in the loop, my husband and I to come together and con…”

“If you fast forward to today, Finn has over a million resolutions a week. So every single week Finn is resolving over one million customer problems. We have over 6000 Finn customers. And Finn's average resolution rate is over 65%. So the resolution rate over t…”

“Sierra went from nothing to a hundred million in one year, Decagon, lots of others. Intercom was just here, Finn. They, their AI products at a hundred million right after the company growth.”

“Intercom said Finn as a standalone product has already crossed fifty million.”

“And the weird thing about Finn, even relative to the coding apps are blowing up and yet there's a lot of people experimenting and kicking tires. You can't kick tires with Finn. We only deliver value when you expose it to your customers and it closes tickets an…”

“One is, is indeed Intercom's bet on this autonomous agent I thought was very, very wise in Finn. And I think that was a bold and correct move to jump onto that. And I think it required a lot of conviction around around this being the future and then subsequent…”

“Like I said, with Finn, our AI agent, it's the product of over a hundred different experiments. Many patented parts. We've got 30 ML engineers and counting, you know, a hundred other engineers working on all the application components.”

“What we're seeing a lot is, like, businesses are choosing to keep the seats and keep the people, and, like, just turn the dial on quality, so they just get really good at support.”

“So we literally ripped up our strategy almost entirely and started again, like from first principles and said, okay, why do people use Intercom? You know, Intercom is a customer support product. And then very soon after that, Sam Altman, who's the, you know, f…”

“I'm a huge believer in investing and operating at the same time. I think being an investor who makes you a much Better operator and being an operator makes you a better investor. You know, investors can't go deep on anything, and they really don't understand w…”