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Intercom’s AI native shift turns support into $100M ARR, resolves half
Midas AI Research
July 22, 2025
Intercom has pulled off what many tech companies only talk about. It has transformed its support platform into a true revenue engine.
Its AI agent, Fin, now resolves around half of all customer inquiries and has helped drive over 100 million dollars in annual recurring revenue.
This is not marketing spin. It is a playbook for how deep integration of AI can unlock real business growth.
How Intercom Did It
The shift started in late 2022. Intercom made AI the core of its product strategy.
It created a dedicated AI team and gave it full ownership of execution. That team built AI directly into the support stack, not layered on top of it.
Fin was the result. Launched just two months later, it was deployed first inside Intercom's own help desk. From there, it rolled out to 30 thousand customers, offered with usage based pricing tied to resolution volume.
Fin was not a feature. It became the front line of support.
What Fin Actually Does
Fin handles chat, email, live message, and in app support.
It resolves over 50 percent of conversations automatically. That includes complex queries around billing, account changes, and refund requests.
When Fin cannot solve something, it passes context to a human agent instantly.
It improves with use, learning from each conversation and optimizing its responses with human feedback. Intercom customers can track performance metrics like handle time and resolution rate through built in analytics.
Why This Is a Game Changer
Fin does not just reduce support costs. It repositions the support function itself.
By taking care of repetitive inquiries, it frees up human agents to focus on strategic work.
It also gives customers faster responses and smoother experiences.
Intercom ties Fin's value directly to outcomes, not usage limits. The more work it handles, the more value it creates.
That clarity has helped it scale rapidly across customer segments, from startups to global enterprises.
What to Watch Now
Fin is already being used by teams of all sizes. Small businesses can access steep discounts. Large companies use it to handle millions of tickets.
Intercom has invested more than 100 million dollars into AI and now runs one of the largest AI labs in Europe.
But agentic AI at scale comes with real challenges. Improvements require constant iteration. Every single digit gain in resolution rate is a hard won battle.
As competition grows from players like Salesforce and Zendesk, Intercom’s advantage lies in deep product integration and relentless refinement.
What Founders and Builders Should Do Next
There is a playbook here.
Create a focused AI team with clear ownership.
Launch quickly and iterate in production.
Tie pricing to the outcomes you deliver.
Embed AI where users already work.
Design feedback loops that improve the system every day.
That is how Intercom turned AI from a side feature into a hundred million dollar engine.