The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom from "The Cognitive Revolution" | AI Builders, Researchers, and Live Player Analysis

"The Cognitive Revolution" | AI Builders, Researchers, and Live Player Analysis

Erik Torenberg, Nathan Labenz

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

1 hour 34 minutes Posted Oct 5, 2025 at 4:11 pm.

) About the Episode

) Keeping Up With AI

) Evaluating Models and Evals

) Incumbents vs. Startups

) Product Risk and Judgment (Part 1)

) Sponsors: Linear | AGNTCY

) Product Risk and Judgment (Part 2)

) The Klarna Layoff Story (Part 1)

) Sponsors: Claude | Shopify

) The Klarna Layoff Story (Part 2)

) Driving Resolution Rate

) Intelligence Isn't the Bottleneck

) Closing the Automation Gap

) Human vs. AI Accuracy

) The Nuance of Speed

) Considering Paradigm Changes

) Outcome-Based Pricing Model

) Casual Hacking and Insights

) AI Adoption and Ambition

) Outro

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1:34:04

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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.

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Sponsors:

Linear:

Linear is the system for modern product development. Nearly every AI company you've heard of is using Linear to build products. Get 6 months of Linear Business for free at: https://linear.app/tcr

AGNTCY:

AGNTCY is dropping code, specs, and services. Visit AGNTCY.org. Visit Outshift Internet of Agents

Claude:

Claude is the AI collaborator that understands your entire workflow and thinks with you to tackle complex problems like coding and business strategy. Sign up and get 50% off your first 3 months of Claude Pro at https://claude.ai/tcr

Shopify:

Shopify powers millions of businesses worldwide, handling 10% of U.S. e-commerce. With hundreds of templates, AI tools for product descriptions, and seamless marketing campaign creation, it's like having a design studio and marketing team in one. Start your $1/month trial today at https://shopify.com/cognitive

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