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The GTMnow PodcastAuthor: GTMnow
The GTMnow Podcast interviews well-known tech executive, VC, and founders - the expert operators in the trenches who have been there, done that to build some of the fastest-growing software companies. Every week, a guest joins Sophie Buonassisi to dissect their stories, revealing expert insights around what worked, what didnt, and how things actually went down.This podcast is produced by GTMnow, the media brand of GTMfund - sharing insight on go-to-market from working with hundreds of portfolio companies backed by over 350 of the best go-to-market executives. GTMfund is an early-stage VC fund focused on investing in the most exciting, up-and-coming B2B SaaS companies across the world. The LP network consists of VP and C-level Sales, Marketing, and Customer Success leaders from companies like DocuSign, Salesforce, LinkedIn, Snowflake, Okta, Zoom, and many more.Visit gtmnow.com for more details and to sign up for our newsletter and other content resources. Language: en Genres: Business, Entrepreneurship, Technology Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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How Intercom Built the Highest-Performing AI Agent on the Market Using Outcome-Based Pricing with Archana Agrawal, President at Intercom
Tuesday, 10 February, 2026
Archana Agrawal (President of Intercom) joins GTMnow to share how Intercom (founded in 2011) successfully restructured its product, pricing, and go-to-market to become AI-native at a speed and scale most legacy SaaS companies haven’t achieved.Their agent, Fin, now handles 80%+ of support volume, resolves 1M customer issues per week, and has grown from $1M to $100M+ ARR with a $0.99 outcome-based pricing model backed by up to a $1M performance guarantee if resolution targets aren’t met.In this episode, we cover:- Why customer support is fundamentally a 24/7 business- How Fin now handles 80%+ of customer queries through automation- Why human empathy often breaks down in real-world support workflows- How AI makes instant, individualized service possible for the first time- Why Intercom put a million-dollar guarantee behind its resolution rate- What it takes to confidently price software on outcomes- Why the future of support is humans + AIGuest links: - Archana Agrawal - LinkedIn: https://www.linkedin.com/in/archana-agrawal/- Intercom - LinkedIn: https://www.linkedin.com/company/intercom/- Intercom’s Fin Agent: https://fin.ai/Host links:- Sophie Buonassisi - LinkedIn: https://www.linkedin.com/in/sophiebuonassisi/- Sophie Buonassisi - X (Twitter): https://x.com/sophiebuona- Newsletter: https://thegtmnewsletter.substack.comSponsors: HockeyStack - the AI platform that unifies GTM data to help teams convert, expand, and scale. Learn more at https://www.hockeystack.com/Granola - the AI notepad that turns meetings into action by capturing context, decisions, and next steps automatically. Head to granola.ai/gtmfund and get three months free with the code GTMFUND.Transcript available under the episode here: https://gtmnow.com/tag/podcast/Subscribe to GTMnow for the latest episodes! https://gtmnow.com/Highlights:00:00 – Why Intercom went all-in on AI03:23 – What Fin is and how it changes customer support05:27 – How Fin scaled to a 67% resolution-rate06:38 – The thinking behind 99¢ outcome-based pricing08:54 – Why customers don’t want to pay for activity09:10 – How outcome-based pricing aligns incentives09:57 – What changed for sales, success, and revenue operations15:10 – How Intercom thinks about forward-deployed engineers16:22 – Why the future is humans + AI18:56 – The real moat: product feedback loops at scale19:32 – Why Intercom put a million-dollar guarantee behind results23:29 – Why enablement is now the GTM bottleneck32:24 – From $1M to nearly $100M: what Fin’s growth reveals38:26 – Hiring in a world with no playbooks42:20 – How Archana learns from podcasts, books, and customersFor inquiries about sponsoring the podcast, email gtmnow@gtmfund.comGTMnow is a media brand brought to you by VC firm, GTMfund: https://gtmfund.com/
