The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom

Today Eoghan McCabe and Fergal Reid of Intercom join The Cognitive Revolution to discuss building their AI customer service agent Fin, exploring how they achieved a 65% resolution rate through rigorous optimization and custom model training rather than relying on base model improvements, while pioneering outcome-based pricing at $0.99 per resolution. Shownotes brought to you by Notion AI Meeting Notes - try one month for free at: https://notion.com/lp/nathan Sponsors: Linear: Linear is the