Pedro Tabacof

I spent 100 hours over the past week researching, writing and editing the piece we just put out. It’s a scenario, not a prediction like most of our work. But it was rigorously constructed, dismissing it outright requires the kind of intellectual laziness that tends to get expensive. And we’ve released it for free. Hopefully you enjoy it. citriniresearch.com/p/2028gic

Today we’re launching the Fin Million Dollar Guarantee. We’ve been making big claims about our industry-best performance, but we know such claims are cheap. So it’s time to put our money where our mouths are. If we don’t deliver on these claims, we’ll pay you $1M. First, some background: In the very near future, all of your customer operations will run on AI. All customer touch points, at every stage in the customer lifecycle, from marketing, sales, service, and success, will be owned by a perfect, charming, expert customer agent, engaging with every customer and available instantly every hour of the day. You’ll choose one vendor for all of this, not many. And you’ll choose the vendor who can do the most high quality work. For the vendors, the opportunity is massive. We’re talking about disrupting literally trillions of dollars of human work, and potentially chasing TAMs 25-50X the size in SaaS. So, unsurprisingly, this space is extremely hot, well funded, and fiercely competitive. For this reason, I’m about to be very honest with my competitive analysis and say the things out loud which every confident CEO says behind closed doors. But please don’t imagine I’m attacking anyone. I know a lot of the CEOs in this space, and admire all of the companies pushing this category forward. The new guys in particular are doing a very impressive job, and it’s generally assumed that they’ll eat the lunch of older incumbents like us. At the risk of over simplification, and to cut to the chase, I believe there are only three players in this space who matter: our product @Fin_ai, and newcomers @SierraPlatform, and @DecagonAI. Sierra is taking a consulting oriented approach with non-tech enterprise customers. This will be extremely lucrative in the near term, but I’m bearish on this approach in the longer term. In the early days of the web, large consulting companies made the exact same enterprise play, charging millions of dollars to deploy and run web sites. But web sites soon became an integral part of business operations and all enterprises eventually wanted to manage them in-house. The same will happen with agents, and in-house teams will need a management application layer, which we’ve made extensive investments in. With Fin we’ve started slightly lower in the enterprise layer, with tech or tech-forward companies who are ready for more sophisticated deployments of AI, which they want to manage themselves. We’re competing directly with Decagon for this market. And while the customers we’re winning against them cite our uniquely deep management application layer, it’s our superior performance that delivers the most striking and immediately valuable difference. It’s become very clear that our AI Group has built highly differentiated tech, which we’ll reveal more about this summer. The result is that we’ve beaten Decagon on performance in 100% of bake-offs that we’ve engaged in and have been chosen as vendor of choice 100% of those times too. Take a representative case of [very large SaaS unicorn], who was an early reference customer of Decagon’s. In a customer-run bake-off, Fin achieved a resolution rate of 63% (which has continued to increase to 72%, as of last week), while Decagon achieved a resolution rate of 49%. That’s 23 percentage points of additional customer requests which now receive instant, perfect resolutions to their problems. And 23 percentage points of additional customer requests that they pay just $0.99 per resolution for, instead of the $15-20 per resolution they’d have to pay humans for. With a performance gap this wide, your choice as a customer is made for you. This dynamic against them, and similar players in the market, has made Fin the largest by customer count (>5k) and largest by ARR (8 figures, which will cross $100M <3 quarters from today) in the category. ARR from our existing customers is growing at 4X, but incredibly, from new business customers it’s growing at 5X. We’re also rated #1 in the category on G2 and shipping every major new innovation in this category before everyone else. So, to the guarantee. Starting today, we promise two things: 1. If you sign up for Fin and are not 100% satisfied in your first 90 days, we will give you up to $1M of your money back, no questions asked. 2. If you sign up for our Fin Guarantee Success Program, and we do not achieve at least a resolution rate of 65% (which our studies have shown is the resolution rate of humans), we will pay you $1M! To learn more about the guarantee and to apply for the program, please visit: fin DOT ai SLASH guarantee :)

Agentforce is live at @remarkablepaper, where AI and humans now unite to revolutionize customer success. This is just the beginning—Customer 360 + Data + AI is redefining what’s possible. Excited to see Remarkable leading the way! ❤️🤖