“We charged for outcomes with Fin…we’re charging when we did the work properly, and we weren’t charging when we didn’t,” Des Traynor, Intercom’s co-founder and chief strategy officer, tells Anurag Rana, senior technology analyst at Bloomberg Intelligence. In this Tech Disruptors episode, Traynor explains why Intercom chose to cannibalize its seat-based support software as a service to launch an AI agent that targets 60–70% resolution, and why outcome pricing changes everything from product design to unit economics. They also dig into what separates resolution from “deflection,” why most companies shouldn’t self-build support agents, how Intercom mixes models — including its own CX models — to optimize quality/cost and why 2026 is about expanding Fin from support into broader customer-facing roles.
