The Peel with Turner Novak Inside Intercom’s AI Turnaround, Why Software Companies Must Train Their Own Models | Eoghan McCabe, Co-founder and CEO
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Sep 12, 2025 
Eoghan McCabe, Co-founder and CEO of Intercom, shares insights on transforming companies into AI-native entities. He discusses the imperative for businesses to develop their own AI models to stay competitive. Eoghan also addresses the challenges of late-stage software companies, the shift to outcome-based pricing in AI, and lessons learned from his return to Intercom. The conversation dives into the complexities of fundraising and the evolving dynamics of venture capital, providing a candid look at the AI landscape and the necessity of innovation.
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Clarity Comes From Time Away
- Returning leaders can see big strategic clarity that active operators miss. Eoghan used his outsider perspective to create a manifesto and decisive 10-point plan to redirect the company.
Bet On Founder Intuition
- Trust founder intuition and move decisively instead of over-optimizing for consensus. Bet on your instincts and act quickly; many first ideas are the right ones.
Margins Need Engineering, Not Wrappers
- Achieving good margins on AI products requires deep model engineering and instrumentation, not just wrapping GPT. High resolution rates and low hallucination come from many tests, tuning, and proprietary know-how.