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PodMine

Owen McCabe

Matches in: Person
3 episodes
Oct 5, 2025• "The Cognitive Revolution" | AI Builders, Researchers, and Live Player Analysis

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

Intercom's Eoghan McCabe and Fergal Reid discuss the evolution of their AI customer service agent Fin, sharing insights on product development, pricing strategies, and the challenges of improving AI resolution rates through meticulous testing and optimization.

1:34:04
Oct 4, 2025• "The Cognitive Revolution" | AI Builders, Researchers, and Live Player Analysis

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

Eoghan McCabe and Fergal Reid of Intercom discuss the evolution of their AI customer service agent Fin, highlighting their methodical approach to improving resolution rates through careful optimization, testing, and a commitment to creating a comprehensive customer experience across the entire customer lifecycle.

1:34:04
Sep 12, 2025• The Peel with Turner Novak

Inside Intercom’s AI Turnaround, Why Software Companies Must Train Their Own Models | Eoghan McCabe, Co-founder and CEO

Eoghan McCabe discusses Intercom's AI-driven transformation, pivoting from a struggling software company to launching Fin, an AI customer service agent that outperforms competitors by using multiple sophisticated models and a unique outcome-based pricing strategy. He argues that AI will fundamentally disrupt white-collar work and that software companies must reimagine themselves to remain relevant in the emerging AI landscape.

1:59:06