Inside Intercom’s AI Turnaround, Why Software Companies Must Train Their Own Models | Eoghan McCabe, Co-founder and CEO

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About this episode

Eoghan McCabe is the Co-founder and CEO of Intercom, building Fin.ai, the AI customer service company. This was an extremely candid, two hour conversation going inside every detail of how Intercom was the first late stage software company to successfully re-architect itself to be AI-native. Intercom just announced they’ve built their own customer service-focused AI models, and Eoghan explains why most software companies will have to do the same. We also talk through the lessons he learned coming back to run Intercom in 2022 after stepping back in 2020, why many AI companies have strong negative gross margins despite the narrative, how Intercom designed AI’s first outcome-based pricing…