October 9th, 2025PAC NYC
A summit for AI customer service leaders
AI customer service has entered a new era.
Join 400+ leaders in New York City to explore the incredible opportunity of AI, and hear real stories from those who are embracing AI agents to transform their businesses.
Connect with other innovators and build the relationships that help you thrive in this new era.
Reasons to Attend
Hear Intercom leadership’s vision for the future of customer service and where AI technology is taking us.
Learn how customer service leaders are adopting AI-first strategies to deliver incredible experiences for their teams and customers.
See how Fin—the #1 AI agent for customer service—has rapidly evolved from handling simple questions to resolving complex issues and delivering higher-quality answers than any other AI agent.
Connect with peers, AI engineering PhDs, and AI solutions experts to understand the capabilities and performance of AI agents.
Learn from industry pioneers and leaders in AI customer service.
Isabel Larrow helps scale and optimize the AI-first support strategy at Anthropic, achieving an AI resolution rate over 50% and saving 1,700 team hours in the first month of launching Fin. Her focus is on using AI to deliver exceptional user experiences that reflect Anthropic's high bar for quality and its mission to build safe, reliable AI.
Isabel Larrow
Des leads Intercom's R&D org and oversees its product strategy. Previously, he co-founded Exceptional, and was a UX designer for web apps.
Des Traynor
Shane McCarthy leads Marketing and Product at [solidcore], where he champions an AI-forward approach to scaling standout customer experiences. In just 12 months, Fin has saved [solidcore] the equivalent of 14 years in agent time – all while staying rooted in the company’s mission to help clients become the strongest version of themselves.
Shane McCarthy
Mathea Braatne leads Operations at Azazie, a direct-to-consumer (DTC) company revolutionizing the bridal and special occasion wear industry. She oversees a team of 31 and is currently driving an AI-first customer support strategy aimed at delivering faster, more personalized experiences at scale.
Mathea Braatne
Eoghan is CEO, Co-Founder, and Chairman of the Board at Intercom. Before Intercom, he founded Contrast, a software design consultancy, and Exceptional, a developer tool company acquired by Rackspace.
Eoghan McCabe
Paul is Intercom’s Chief Product Officer, leading the Product Management, Product Design, Data Science, and Research teams. He previously held leadership, product, and design roles at Facebook, Google, and Dyson.
Paul Adams
Diego is a Senior Director of Engineering, leading the Sales Engineering, Success Engineering and Forward Deployed Engineering teams. He previously held engineering leadership roles at Spotify and Meta.
Diego Ballona
Brian is the VP of Product at Intercom, where he's been for the last 11 years. He works across the core product suite.
Brian Donohue
Michelle McGowan leads Operations at Rocket Money, where she focuses on building efficient systems, strong teams, and better customer experiences. She currently leads Rocket Money’s move toward AI-driven support, making service faster and smarter while still keeping a personal touch.
Michelle McGowan
( October 9th, 2025 )
RESERVE YOUR SPOTIn-person + virtual
Agenda
Agenda
Welcome to Pioneer
Eoghan McCabe, Intercom Founder and CEO, will welcome attendees to Pioneer, our flagship summit where we’ll explore the challenges and opportunities that AI presents to customer service leaders and executives.
AI Agent Keynote
Intercom’s Chief Strategy Office, Des Traynor, will offer his thoughts on the growing sophistication of AI agents and their role in our world. Hear his vision for AI customer service, including where we see the technology and the CS industry going.
Fin Keynote
See and experience our latest Fin product launches, including tools to analyse, train, test, and deploy Fin in countless ways with Intercom’s Chief Product Officer, Paul Adams.
AI Solutions Panel
In this panel, CX leaders from three different industries share how they reshaped their teams, tools, and tactics to embrace real AI transformation. You’ll hear where bold bets paid off, when caution was called for, and what support leaders must do now to stay ahead in an AI-first world.
Product Roadmap Session
This intimate product roadmap session will kick off with a presentation on what’s coming next for Fin in 2025. After that, we’ll open up the room for discussion and provide space for attendees to speak directly with Intercom’s VP of Product.
AI Trends + Strategy Session
Discover how cutting-edge AI trends are transforming customer service in this strategic, insight-driven session. We’ll explore emerging technologies, real-world use cases, and best practices for integrating AI into support operations.
More details coming soon.
Solutions Workshop
Anthropic’s Head of Product Support Operations, Isabel Larrow, sits down with Junan Pang (Intercom’s VP of Customer Success & Solutions) to dive deep on what customer service can look like when AI is embedded from the ground up.
Get an inside look at the operations of an AI-native leader’s support org, with actionable strategic insights across our four blueprint pillars; people, architecture, economics and customer experience.
Evaluating AI Agents
In this roundtable, Intercom’s Senior Director of Engineering, Diego Ballona, will share guiding principles for evaluating AI agents. Then, hear directly from your peers as the session opens into a discussion focused on firsthand experiences testing AI—including bake-offs, benchmarks, lessons learned, and insights on choosing the right AI agent for your business.
Off Script with Special Guests
Join us for a live recording of Off Script with a soon-to-be-announced special guest (stay tuned for more details). This session will focus on AI philosophy, ethics, and the relationship between AI and humans—both its transformative potential and what it means for the future of jobs.
Closing Remarks
So what's the next big thing in AI? Eoghan McCabe closes Pioneer with his predictions and vision for the future of customer service.
Pioneer 2024
Watch highlights from last year in London
At the inaugural Pioneer event last year, we discussed the future of AI and the work it would take to implement these technologies. Check out some of our most insightful, thought-provoking sessions from 2024.
Fin 2 Product Keynote Highlights
Beyond the Hype: Tech Transformation with Benedict Evans
This is Getting Real: AI from Possible to Certain
Innovator Spotlight: Angelo Livanos, Lightspeed Commerce
Innovator Spotlight: Natalie Hurst, Nuuly
FAQs
Who is this event for?
Pioneer is for industry leaders, Intercom users, and anyone interested in the impact and opportunity of AI in customer service.
How will this benefit my company? Why should I attend?
The time for speculation is over. AI is happening now, and customer service is one of the first industries to be completely transformed. Adapting to the AI-first world may mean the difference between a business getting ahead or falling behind.
Pioneer is an opportunity to connect with and learn from customer service leaders and tech experts. Together, we will define and inspire the future of the industry in the AI era.
What can I expect from the event?
Join the Intercom community for a day of thought leadership, networking, special product announcements, and a close-up look at Fin.
You can engage with our product, meet our executives, and participate in interactive town halls, workshops, and roundtable discussions. Our goal is for you to leave inspired and excited about how AI-first customer service can take your business to the next level.
For additional questions or concerns, email pioneer@fin.ai.
