In this episode of the EU-Startups Podcast, Marcin Lewandowski sits down with Des Traynor, Co-founder of Intercom, creators 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 vs. 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) Takeaways: – AI isn’t a feature. It’s a foundation shift. – Transforming a company into 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. Chapters: 00:00 – From Unicorn to AI Transformation 06:08 – Building an AI-First Culture 12:03 – Success Stories with Fin 17:48 – Europe vs. Silicon Valley in AI 24:12 – Future Vision for Fin and Intercom If you haven't already.... Subscribe to the EU-Startups Podcast on YouTube! Or follow along on your other favorite podcast platforms... Spotify - https://open.spotify.com/show/4QU85dN... / Apple Podcasts - https://podcasts.apple.com/ee/podcast... Follow EU-Startups on LinkedIn: https://www.linkedin.com/company/eu-startups-menlo-media/ Visit our Website: https://www.eu-startups.com/ Subscribe to our Newsletter: https://www.eu-startups.com/newsletter/ #startup #venturecapital #ai