World Model · podcast knowledge graph

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

2025-10-05 · 94 min · 18 entities

episode page audio

Asserted relationships

  • → appeared on "The Cognitive Revolution" podcast
    0.68
    evidence rules-v4
    The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom
  • → hosted by Erik Torenberg, Nathan Labenz person
    0.55
    evidence rules-v4
    Feed author/publisher: Erik Torenberg, Nathan Labenz
  • → discusses Society & Culture concept
    0.40
    evidence rules-v4
    Feed category: Society & Culture
  • → discusses Technology concept
    0.40
    evidence rules-v4
    Feed category: Technology
  • → discusses Business concept
    0.40
    evidence rules-v4
    Feed category: Business
  • → discusses Entrepreneurship concept
    0.40
    evidence rules-v4
    Feed category: Entrepreneurship
  • → hosted by Turpentine company
    0.40
    evidence rules-v4
    Feed author/publisher: Turpentine
  • → references aipodcast.ing website
    0.38
    evidence rules-v4
    Link in episode "The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom": https://aipodcast.ing/
  • → references Nathan website
    0.38
    evidence rules-v4
    Link in episode "The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom": https://notion.com/lp/nathan

Entities found in this episode

concepts 8

  • mentioned Society & Culture concept
    0.50
    evidence rules-v4
    Feed category: Society & Culture
  • mentioned Technology concept
    0.50
    evidence rules-v4
    Feed category: Technology
  • mentioned Business concept
    0.50
    evidence rules-v4
    Feed category: Business
  • mentioned Entrepreneurship concept
    0.50
    evidence rules-v4
    Feed category: Entrepreneurship
  • discusses Society & Culture concept
    0.40
    evidence rules-v4
    Feed category: Society & Culture
  • discusses Technology concept
    0.40
    evidence rules-v4
    Feed category: Technology
  • discusses Business concept
    0.40
    evidence rules-v4
    Feed category: Business
  • discusses Entrepreneurship concept
    0.40
    evidence rules-v4
    Feed category: Entrepreneurship

websites 4

  • mentioned aipodcast.ing website
    0.45
    evidence rules-v4
    Link in episode "The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom": https://aipodcast.ing/
  • mentioned Nathan website
    0.45
    evidence rules-v4
    Link in episode "The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom": https://notion.com/lp/nathan
  • references aipodcast.ing website
    0.38
    evidence rules-v4
    Link in episode "The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom": https://aipodcast.ing/
  • references Nathan website
    0.38
    evidence rules-v4
    Link in episode "The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom": https://notion.com/lp/nathan

persons 3

  • mentioned Eoghan McCabe person
    0.72
    evidence rules-v4
    The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom
  • 0.70
    evidence rules-v4
    Feed author/publisher: Erik Torenberg, Nathan Labenz
  • 0.55
    evidence rules-v4
    Feed author/publisher: Erik Torenberg, Nathan Labenz

companys 2

  • mentioned Turpentine company
    0.70
    evidence rules-v4
    Feed author/publisher: Turpentine
  • hosted by Turpentine company
    0.40
    evidence rules-v4
    Feed author/publisher: Turpentine

podcasts 1

  • appeared on "The Cognitive Revolution" podcast
    0.68
    evidence rules-v4
    The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom
Episode description as stored
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. Shownotes brought to you by Notion AI Meeting Notes - try one month for free at: https://notion.com/lp/nathan 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 PRODUCED BY: https://aipodcast.ing CHAPTERS: (00:00) About the Episode (03:43) Keeping Up With AI (09:56) Evaluating Models and Evals (13:04) Incumbents vs. Startups (18:54) Product Risk and Judgment (Part 1) (19:00) Sponsors: Linear | AGNTCY (21:34) Product Risk and Judgment (Part 2) (23:42) The Klarna Layoff Story (Part 1) (32:11) Sponsors: Claude | Shopify (36:13) The Klarna Layoff Story (Part 2) (36:14) Driving Resolution Rate (45:00) Intelligence Isn't the Bottleneck (50:10) Closing the Automation Gap (56:20) Human vs. AI Accuracy (01:01:03) The Nuance of Speed (01:04:48) Considering Paradigm Changes (01:09:31) Outcome-Based Pricing Model (01:19:12) Casual Hacking and Insights (01:26:05) AI Adoption and Ambition (01:36:00) Outro