Days after ChatGPT launched, Intercom called it an “iPhone moment" and bet a $300 million ARR business that AI was the future of customer service. On this episode of Onward, Ben talks with Paul Adams, Chief Product Officer of Fin (formerly Intercom), about the pivot to AI customer service: why the decision was easier than you might think, why the culture change was brutal, and how the bet ended up strengthening the legacy business instead of killing it. Since Fundrise runs its own investor relations program on Fin, the episode doubles as a customer interview. They get into AI's effect on knowledge work, the risk of letting an agent write to a database, Claude Code as "magic," and why Paul calls himself a "delusional optimist" about what comes next.

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For a deeper dive into these insights and more, be sure to listen to the full episode of the Onward podcast.

Have questions or feedback about this episode? Drop us a note at Onward@Fundrise.com.

Onward is hosted by Ben Miller, Co-Founder and CEO of Fundrise. Podcast production by The Podcast Consultant. Music by Seaplane Armada.

About Fundrise:

With over 2 million users, Fundrise is America's largest direct-to-investor alternative asset investment platform. Since 2012, our mission has been to build a better financial system by empowering the individual. We make it easier and more efficient than ever for anyone to invest in institutional-quality private alternative assets — all at the touch of a button.

Please see fundrise.com/oc for more information on all of the Fundrise-sponsored investment funds and products, including each fund's offering document(s).

Want to see the specific assets that make up and power Fundrise portfolios? Check out our active and past projects at www.fundrise.com/assets.

More Info & Disclaimers

There are no guarantees investment holdings of the Fundrise Innovation Fund (the "Fund") will be successful.

Investing in the Fund is speculative and involves substantial risks. You should purchase shares of the Fund only if you can afford a complete loss of your investment. Nothing in this material should be construed as tax advice, an offer, recommendation, or solicitation to buy or sell any security.

Past performance does not guarantee future results. Current and future holdings are subject to risk, and returns of one portfolio company are not indicative of an investment in the Fund. For Fund performance and the most recent schedule of investments, visit GetVCX.com. The Fund's annual and semi-annual reports (Form N-CSR), quarterly portfolio holdings (Form N-PORT), and other periodic reports filed with the Securities and Exchange Commission are available on EDGAR at sec.gov and at GetVCX.com.

The Innovation Fund is publicly registered under the Investment Company Act of 1940 as a non-diversified, closed-end management investment company.

The Fund's portfolio will be concentrated in securities issued by technology companies and other investments that provide economic exposure to technology companies and as such, it may be subject to more risks than if it were broadly diversified across additional sectors and industries of the economy. Certain technology companies may face special risks that their products or services may not prove to be commercially successful. Technology companies are also strongly affected by worldwide scientific or technological developments, and as a result, their products may rapidly become obsolete.

The Fund's investments in companies involved in, or exposed to, artificial intelligence-related businesses may be negatively impacted because of, among other things, limited product lines, markets, financial resources and/or personnel; intense competition and potentially rapid product obsolescence these companies may face; loss or impairment of intellectual property rights; and the inability to successfully develop products or services even after spending significant amount of resources.

The Fund's investment in private company securities, whether made directly or indirectly (e.g., through derivatives or private pooled investment vehicles) are generally illiquid. Because private company securities are thinly traded, such securities may display especially volatile or erratic price movements, sometimes in response to relatively small changes in investor supply or demand or other market conditions.