The Ledger, every show

“During COVID, it turned out that these gene therapies were really bad for you, and that these traditional treatments were really, really helpful. Don't slap your face like I shouldn't have said that, because it's fucking true.”

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

“And that's why everyone I talk to, it's very few people I talk to in technology who are not voting Trump at the moment. Very, very few. There are some people who are either triggered by Trump or they're they don't actually study a lot of these topics, but most…”

“Most VC money is going to support a lot of excitement around AI and actually not do better than the S&P 500.”

“That nuclear holocaust is super possible. Yeah, I mean, the United States and Russia have many thousands of nukes pointed at each other, ready to go, and the United States is fighting a proxy war with Russia. It's super easy for these things to tumble into nuc…”

“Could be something ultimately like 40%. So it was a big, big turnover over some couple number years.”

“What I think that all brings is just epic levels of efficiency. It's going to be super deflationary. There'll be a lot more competition.”

“There is a lot of repetitive stuff in sales. And so you'll, you'll do more sales with less people. And there are SDR roles, qualifying, you know, basic questions. You're not going to need as many people in sales organizations.”

“I wouldn't be working my ass off an intercom if I thought that it was about to die and be crushed by AI in a year or two. So I think we've got a decade, two decades.”

“We now have the highest performing AI customer service bot. You look at everything that's on the market. They can't resolve tickets at the rate we can.”

“When we first released our AI agent, the average resolution rate was in the high twenties to high 20%. So that's the rate at which it successfully closes tickets when it gets involved in the conversation. And now, like I said, it's approaching 50%. I think Zen…”

“That's why these AI application companies are going to win. That's why they're going to become so big, because I don't think at least in the next five, 10 years that any of the AI labs are going to build all the domain specific stuff.”

“And I think any attempt to do so may yield some short term excitement, but even Klarna long term, I'm pretty sure we'll move on to a professional purpose built system.”

“I introduced that years ago also, and we do not talk about politics and intercom, and I never do that within the company either.”

“And if any employees ever attacked for their political positions online, Especially and particularly if there are positions that I disagree with, it's important that I demonstrate that these principles in those moments I will defend them.”

“We're certainly betting the entire company on AI. If AI turns out to be all hype, we're done. Completely done.”

“We shipped the world's first AI service agent in March, 23, a whole year and change ahead of Zendesk and HubSpot and all the incumbents.”

“Zendesk Bot has a resolution rate of 29% or high twenties by our benchmark, which is the rate at which it successfully closes the ticket. Ours is currently 48% and that's what a year head start gets you.”

“AI is about to do the exact same in every category particularly categories of software for people to do work. So customer service, which is the one I focus on and obsess about for a living is about to be fundamentally changed because the work of customer servi…”

“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.”

“Like, I can't remember how much we wrote down, but we actually have already given away something like fifty million dollars in air or We've reduced the prices for a lot of customers just to give them way simpler pricing”

“They'll definitely be smaller. They'll be flatter because of that.”

“The abundance of AI is going to make automated things worth zero, just like The value of cheap content on YouTube. Why do people subscribe to some channels and pay more? Why do people pay to rent movies? Because some things have more quality, more beauty, more…”

“In the fullness of time, increasingly powerful and abstract AI will do away with You know, all of the work we need to do today to deliver software experiences.”

“The average resolution rate of our bot is now approaching 50%.”

“These AI agents will be way cheaper than humans while they're also better.”

“There was literally one person who left.”

“We built a hundred million dollar business with SMB.”

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

“We ran an anonymous employee survey, like, I think, It was 15 or 16 months after I started aggressively working through the org and rebuilding the org and rebuilding the culture. And we had a 98 to 99% approval of management, leadership, and new strategy.”

“You know, we built, we were the first to come out with an AI agent that would do customer support for you, like actual conversations with customers and closing tickets.”

“The San Francisco Freedom Club is designed to hold only epic parties four times a year for people to love freedom and all these other values. We got 3.7 thousand people on the wait lists. We invited 600 people. 500 showed up.”

“When I started Intercom and was raising a seed around in 20 11, every single venture capitalist I met, and you remember that kind of era, told me that you can't build a hundred million dollar revenue business in SMB. Like, it cannot be done.”

“In the 12 months after I went back pull requests, which are the kind of atomic component of shipped code, were up 41% over the 12 months prior.”

“We ran a An anonymous employee survey three months ago. We had 16 questions, and the questions were, you know I agree with the leadership of this company, and they will make us successful. I agree with our new policies. I agree with our new values. I agree wit…”

“We're now seeing it in our numbers, we've got like six or seven quarters of accelerating Aurora growth Our logos were decreasing for two years. Now we've like turned that around and like total number of logos are now increasing for six months.”

“Currently across the business, you know, we benchmark ourselves against all the public software companies. There's like, on and 20 something B to B software companies. We're like in the 15th percentile for AR growth.”

“And we had five quarters of successive, you know, sequential decline in our net new error. And we were about to hit like zero dollars in that new error, which means we would have been in negative growth territory. We never got there. I managed to stop it befor…”

“Now when we did all our research, we found that many SaaS businesses were spending between 20 and 30 dollars per ticket resolved. We were spending 22.”

“Our total customer count started to shrink. It's now growing very rapidly again after the changes I made, but it started to shrink.”

“We raised our series A when we had 23 K M or I specifically remember that”

“It was the first in a very unexciting industry that would be called error tracking.”