EU-Startups Podcast | Episode 134: Des Traynor, Co-founder of Intercom and creator of Fin.AI
In this episode of the EU-Startups Podcast, we sit down with Des Traynor, Co-founder of Intercom and creator of Fin.AI, to unpack what it takes to transform a unicorn into an AI-first company.
Des shares the story of how Intercom embraced AI at its core, building Fin.AI, a customer service agent now handling millions of conversations. He explains the challenges of creating an AI-first culture, the risks of transition, and why companies that fail to adapt will not survive. This is a must-listen for founders, builders and investors navigating the AI revolution.
We also dive into the future of AI-powered customer experiences, why Europe has untapped opportunities in AI compared to Silicon Valley, what investors should know about backing AI startups today, Des’s vision for the future of Intercom and Fin.AI, and lessons from his angel portfolio (Notion, Algolia, Miro, Synthesia and more).
Video version of episode 134:
Audio version of episode 134:
Key Takeaways:
- AI isn’t a feature. It’s a foundational shift.
- Transforming a company into an AI-first means changing culture, not just code.
- Customers measure AI by trust, not accuracy.
- Europe has the talent to lead in AI; speed is the missing piece.
- The biggest AI wins will come from industries still waiting to be disrupted.
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