The Ledger, every show

“And the thick wrapper is, is like when you've actually solved the user's problem end to end fully in a way that OpenAI never will, you know.”

“I don't think I would, and the reason, whilst I think they'll pass 90, the areas I'd be wary of is Amazon.”

“I do think separate to all this, SaaS is going to be a bit more usage-based and metered anyway. I think the days of, like, seats above all are starting to fade away. AI is going to accelerate it, but I think generally speaking, people are kind of realizing tha…”

“There'll probably be three or four big providers is my guest, probably GCP, AWS, maybe open AI directly. And I'm sure Azure, that's how I think that that layer will play out. And they'll end up in direct price competition with each other.”

“I'd be wary of Amazon. So like I could see Amazon just like Flat up like buying Anthropic and being like, let's just make this part of the EC two cluster.”

“OpenAI will hit some sort of minimum viable kind of what's good enough for everyone.”

“Close and narrowing, and like, it's also a work in progress. Like all of these things are moving targets, right?”

“I think it's reasonable to assume in this massive sea of uncertainty that we're in, you know, like the margins being, the compute being so expensive the margins being so thin, that a higher than normal amount of these startups will die for one of the following…”

“I also think an above average number of existing incumbents are going to die too, because their world is going to get torn apart by AI.”

“Areas where it's very, how would you say, speculative and open-ended. We thought it would be cool if we could run a little bit of AI to generate ideas for a workshop or whatever, right? They're definitely going to get cut to zero, and they'll, they'll, somebod…”

“I think his point about like consumption pricing outpacing, or like, you know, ultimately taking the place of seed pricing, I think is going to be true. I think a lot of work is going to get handed over to LLMs over the next Five years.”

“When somebody actually does a good job of an AI coach or personal trainer or financial advisor, the person who does it really well will be able to justify pricing it similar to what the human costs because people have already been paying humans for this for a …”

“I don't think NVIDIA in five years time will be sitting here proud as the only people who can do a GPU.”

“I could totally imagine Google doing a thing where they give away effectively free Android phones, powered by the fact That they now control the intent layer, which is when you say, okay, Google, call me a taxi. Google goes and they get you whatever taxi, whic…”

“They'll probably be three or four big providers is my guess. You'll be probably GCP, AWS, maybe OpenAI directly, and I'm sure Azure. That's how I think that layer will play out, and they'll end up in pretty direct price competition with each other.”

“If you put a gun to my head, I'd say incumbents will probably do better out of AI than like startups thinking they can displace incumbents.”

“OpenAI is never going to put like five of their engineers going hard on wealth management and like, you know, banking integrations.”

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

“However, I think if you find an area where they're not going to go that deep, OpenAI is never going to put like five of their engineers going hard on wealth management and like, you know, banking integrations, you know?”

“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?”

“And I think they're doing a billion in revenue or something like that is what I've heard.”

“I could see Amazon just like flat up like buying Anthropic and being like, let's just make this part of the EC two cluster. And that's just a very easy route to market.”

“Like even like all this AI shit's gonna like upend a load of like product strategy advice that has been holding solid for 10 years, right?”

“HubSpot have proved exactly that there's massive businesses to be built without ever having to go, like, all the way up market, right?”

“Intercom is like a series, what's that, like D or whatever company. We don't need to raise, so hence it's not E or F or whatever”

“I think you're seeing a bit more people just saying, like, they've gone back to the whole, I will tell you what you need to know, and I'll trust when I enter, you're going to figure it out, and I think that has taken a while, but I think we're going to see a k…”

“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”

“Like, voice from a point of view of robots answering the phone, and hearing your query, and answering it as best as they can, and if not, failing over to a human voice. I think that's all certainly going to happen. Don't have a stated time frame for it yet.”

“Summarize every conversation Intercom powers every month. That would be summarizing five hundred million conversations a month.”

“I think what they'll win is this idea of Siri might finally become useful. Siri is currently not useful because it doesn't really have enough smarts, but I think when Siri can be as conversational as ChatGPT and can take actions on the device, it'll change the…”

“There's gonna be a lot of winners and losers, and there's gonna be a lot of market share up for grabs, and people are gonna be looking for who's got the good shit.”

“And we actually torture test all of the LLMs. It's not yet the case that they're all equal.”

“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.”

“I think on the whole, I'd make the bet that they'll pass 90 in value.”

“They could have a really significant expansion of people who could use Adobe software far beyond just creative geniuses.”

“I think probably I prioritized growing an audience for the blog, overgrowing the right audience for the blog. And the net net is that we have a large audience for the blog. People who are like design or into product or even into engineering. People are maybe i…”

“I would bet your second time founders don't they hire slower is my guess because I just think it's an easy way to like burn up opportunity and ultimately lead yourself in a position where you might have to riff.”

“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…”

“We have a torture test of like thousands of questions and scenarios that we run any given model through.”

“I wrote maybe, like, some, like, 90, or 95 of the first 100 blog posts on Intercom”

“And it's one of our, you know, it is our dominant traffic source, but we, you know, that wasn't true for the first 100 posts.”

“Over the years of experimentation, we've really doubled or trebled our actual conversion rate through things like that.”

“There was a single street in San Francisco where we had more customers than we did in all of Ireland, to give you an example of the gap.”

“I wrote, I think I wrote 93 of the first 100 posts.”