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

Page: https://stenobird.com/podcast/the-cognitive-revolution/the-customer-service-revolution-building-fin-with-eoghan-mccabe-fergal-reid-of-intercom
Text version: https://stenobird.com/podcast/the-cognitive-revolution/the-customer-service-revolution-building-fin-with-eoghan-mccabe-fergal-reid-of-intercom.md
Podcast: ["The Cognitive Revolution" | AI Builders, Researchers, and Live Player Analysis](https://stenobird.com/podcast/the-cognitive-revolution)
Published: 2025-10-05T16:11:00+00:00
Episode link: https://www.cognitiverevolution.ai/the-customer-service-revolution-building-fin-with-eoghan-mccabe-fergal-reid-of-intercom/
Audio file: https://pdst.fm/e/mgln.ai/e/1113/pscrb.fm/rss/p/traffic.megaphone.fm/RINTP8605828857.mp3?updated=1759578866
Processing state: processed
JSON: https://stenobird.com/v1/public/podcasts/the-cognitive-revolution/episodes/the-customer-service-revolution-building-fin-with-eoghan-mccabe-fergal-reid-of-intercom
Duration seconds: 5644

## Resource

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) Intelligenc…

## Actions

- request_transcript: `POST https://stenobird.com/v1/public/podcasts/the-cognitive-revolution/episodes/the-customer-service-revolution-building-fin-with-eoghan-mccabe-fergal-reid-of-intercom/transcription-requests` — Idempotently request low-priority transcript generation for this episode.
- read_markdown: `GET https://stenobird.com/podcast/the-cognitive-revolution/the-customer-service-revolution-building-fin-with-eoghan-mccabe-fergal-reid-of-intercom.md` — Read the agent-friendly Markdown representation of this episode resource.

A page view does not enqueue transcription. Agents should invoke `request_transcript` explicitly when they need this episode processed.

## Transcript

Full transcripts are not published on public pages unless there is a clear rights basis.