Intercom Fin Growth Playbook
AI agent for support.
Resolve
50%
Strategy
Source
The Spark
The Intercom team realized that traditional support chatbots were 'Dumb Decision Trees' that frustrated users, while LLMs offered the first real chance to build an AI that could actually 'Understand' and 'Solve' problems.
The Growth Engine
The 'Help-Center' Automated Training & The 'Pay-Per-Resolution' Business Model: Intercom Fin tacticaly won by 'Solving the Hallucination Problem'. Their growth engine is 'Fin'—an AI agent that is hardwired to *only* use your existing help center docs as its source of truth. By introducing a 'Pay-Per-Resolution' pricing model, they aligned their revenue with customer success, rather than 'Seat Count'. Their expansion relies on 'The Human-AI Handover'—a seamless workflow where the AI handles 50%+ of tickets and instantly escalates complex issues to a human agent with a full summary, maximizing both efficiency and customer satisfaction.