The 15-day pivot that saved a $1.3B company - Des Traynor [INTERCOM]
Today on BILLIONS, I'm sitting down with Des Traynor, co-founder of Intercom.
In 2023, his company was stuck at 10% growth. Customer service teams were shrinking. The old model was dying.
So he did something radical: he launched an AI agent priced at $0.99 per resolved conversation. Not per seat. Per outcome.
The result? Growth doubled to 25%.
$343M in revenue.
And a complete reinvention of a $1.3B company in 18 months.
TIMELINE :
00:00 - Des Traynor: The $1.3 Billion Bet on AI
01:02 - Moving 15 days after ChatGPT launched: The Pivot
05:22 - Why building AI is NOT building SaaS
09:08 -…
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Chapters (10)
Des Traynor: The $1.3 Billion Bet on AI
1:02
Moving 15 days after ChatGPT launched: The Pivot
5:22
Why building AI is NOT building SaaS
9:08
The "torture test" for engineering reliability
12:51
Developing the "white smoke" moment for AI products
20:14
Defining "Good" performance in LLMs and Agents
25:16
The Blockbuster Warning: Adapt to AI or die
34:53
Killing Hallucinations with Actor-Critic logic
40:27
Outcome-based pricing: The future of CRM & SaaS
48:55
The end of frontline customer service jobs?
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