Sunday Edition #21: Labor of love
Saying "I do" to the AI-native future.
They say love will change you. Well, we think AI will too. Forget the flowers and the awkward first dates – we’ve skipped straight to the long-term commitment phase and so have our customers. The results are transformational, we’re a whole new company, and we can’t stop gushing about it.
Going out on a limb
We don’t know if you’ve heard but Intercom has grown a lot in the last three years. Going all-in on AI and launching Fin were a pretty big deal. If you ever wanted an insight into how that changed every aspect of our business, Archana joined GTMnow to talk about how we adapted our products, pricing, and go-to-market to become AI-native.
The highlights:
Product is no longer the bottleneck, keeping up to speed is. It used to be that GTM teams would have to deal with a couple of tentpoll product releases a year. With AI, updates are coming at pace and it’s important your sales and customer success teams stay on top of releases.
With pricing tied to outcomes, GTM must deeply understand their prospects. Sales teams are no longer simply asking about seats and headcounts. Instead, they need insights into query volume, desire for automation, and willingness to adapt to AI solutions. In other words, they need to help their customers use the product successfully.
Fin’s Million Dollar Guarantee reflects real confidence in the product and its ability to improve. In June 2025, Intercom promised you’ll be 100% satisfied with Fin in its first 90 days or your money back (up to $1 million). Because Fin is optimized for self-management, Archana believes it can wow out of the box and over time as model improvements drive better performance across customers.
Hiring in the AI age requires looking beyond hard skills and experience. The playbook for success is changing all the time, meaning great candidates have to be adaptable and open to finding new ways to do things. Two key characteristics: grit and resilience.
Meeting the family
Speaking of taking your relationship with AI to the next level, a few weeks ago, we brought “The Blueprint for Scaling an AI Agent” event series to the Big Apple. More than 150 customer support, product, and technical leaders spent the evening talking about all things AI implementation.
The session focused on what it actually takes to launch and scale an AI Agent that delivers a high-quality customer experience. Attendees heard from Intercom legends Paul and Declan, alongside leaders from Anthropic, Versapay, and Fora Travel. We even threw in some live demos for good measure.
Plus, there were plenty of snacks. Can’t beat a charcuterie board.
Lucky for all you cowboys, our next stop is Austin, Texas on April 14th, led by our very own Director of Customer Support, Franka.
Reserve your spot here.
And if you’re based in London and interested in incident response (who isn’t?) you can catch Declan on February 18. He’ll be discussing how to deliver excellent customer service, even during a crisis, by leveraging AI tools.
RSVP here.
The commitment
And finally, one for the lovers of AI transformations.
In celebration of Valentine’s Day, we’re showing love to our customers and all the amazing work they’ve accomplished with Fin. Like marriage, restructuring your support organization for AI is a significant commitment, but some people just make it look effortless.
Bobby’s love letter was to Gamma, which addressed rising customer demands with Fin. Its support team now tackles more than 18,000 monthly conversations, with Fin handling 75% of conversations while maintaining a 84% CSAT score.
But there’s more, according to Gamma’s Head of Customer Experience Hilary Dudek:
“The team has breathed a sigh of relief. Fin handles so much that they finally have room to focus on interesting, challenging work, explore our product, and deliver a more thoughtful customer experience.”
Treating your customers with thoughtfulness and consideration? Sounds like love.
Watch the full story here:
Our parting thought
You can’t hurry love, but with the potential for a 75% resolution rate, we’re certainly trying to speed things up. AI has its greatest impacts when embraced lovingly so lean in (for the kiss).
See you next Sunday (at the altar).