Summary

Intercom, a 15-year-old Irish-American B2B SaaS startup, has pivoted to become an AI-focused company following the release of ChatGPT, with their AI customer support agent Finn demonstrating significant success and innovation. The company has built AI features since 2018 and recently launched their own AI model that outperforms frontier models, serving over 2 million customer support resolutions per week. By embracing AI transformation and maintaining a culture of rapid shipping, Intercom exemplifies how SaaS companies can adapt and thrive in the emerging AI landscape, challenging the narrative of SaaS decline.