On the newest episode of Onward, Ben sits down with Paul Adams, Chief Product Officer of Fin (formerly Intercom), a company held in the Innovation Fund (VCX) portfolio.

If you've ever sat on hold for an hour to fix one billing error, you know the problem Fin was built to solve. Ben's own version: a 12-hour Delta wait on Christmas morning while a snowstorm scrambled his flights. Fin, the AI customer service agent Intercom rebuilt itself around, is designed to retire that experience. Days after ChatGPT launched, the team wrote an internal memo calling it "the iPhone moment" and put a $300 million revenue business at risk to go all in on AI.