Tech Disruptors: Intercom Co-Founder on Outcome-Based AI Pricing Model
Tech Disruptors
Intercom Co-Founder on Outcome-Based AI Pricing Model
“We charged for outcomes with Fin…we’re charging when we did the work properly, and we weren’t charging when we didn’t,” says Des Traynor, Intercom co-founder and chief strategy officer, to host Anurag Rana, senior technology analyst at Bloomberg Intelligence. In this Tech Disruptors episode, Traynor explains why Intercom chose to cannibalize its seat-based support SaaS 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.
Apr 07, 2026