Refactoring Podcast The AI Transformation at Intercom 🤖 — with Darragh Curran
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Oct 24, 2025 Darragh Curran, CTO of Intercom and leader behind Fin, an AI agent revolutionizing customer service, dives into the dual nature of AI as both a risk and an opportunity. He shares insights on Intercom's bold pivot towards AI, launching Fin as a dedicated product. Darragh discusses ambitious goals to double productivity, using AI to streamline workflows, and the importance of team ownership over technical quality. He emphasizes disciplined iteration in AI systems and the strategic necessity of embracing AI to avoid obsolescence.
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AI Raised The Ceiling For Support
- Generative AI raised the ceiling from niche wins to near-complete automation for support workflows.
- Darragh believes 90%+ of support volume can be served by AI on a realistic trajectory.
Why Fin Became A Separate Product
- Intercom launched Fin as a separate brand because it needed to feel platform-agnostic and deserve its own identity.
- The core Fin team grew quickly by pulling internal hires and reallocating roughly 70% of allocatable people to Fin.
Adoption Is Uneven And Opaque
- AI yields big gains unevenly across people; top adopters see large boosts while many lag behind.
- Visibility into how teammates use AI is limited, which slows organizational learning.