The Ledger
Every statement that passed quotation and attribution checks. Mix any filter with any other: certainty 1/5, debate potential 5/5, or both at once.
why aren't all 9 resolved? a statement only gets an assessment when the public record can support or contradict it. opinions and what-ifs never can, and 0 checkable ones are still open, waiting for their date. predictions held up or didn't; assertions are supported or contradicted. on every card: ▮▮▮▮▮ certainty · ▮▮▮▮▮ debate potential. speakers are clickable
McCabe: Intercom will be completely done if AI is all hype
“We're certainly betting the entire company on AI. If AI turns out to be all hype, we're done. Completely done.”
Intercom shipped the first AI service agent a year before Zendesk
“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.”
McCabe: Intercom AI bot resolves 48% of tickets vs Zendesk's 29%
“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.”
McCabe: Customer service work done by human seats will be replaced by AI
“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…”
McCabe: Every VC met in 2011 said $100M SMB revenue was impossible
“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.”
McCabe: Intercom pull requests rose 41% in 12 months after CEO return
“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.”
McCabe: Intercom scored in high 90s percentile on employee survey
“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…”
McCabe: Intercom reversed logo decline and accelerated revenue growth
“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.”