In this episode of the Revenue Insights Podcast, Guy Rubin, Ebsta founder, MD of Revenue Insights at Fullcast, and host of the Revenue Insights podcast, talks with Tyler Will, VP of Revenue Operations at Intercom, to discuss one of the most aggressive AI pivots in SaaS.

Tyler has led revenue operations through global scale at Bain, LinkedIn, and now Intercom where he's helping transform the company into an AI-first customer experience platform powered by Fin, their AI agent launched shortly after ChatGPT.

"If you're not ahead of the curve, you don't get to iterate your way into AI," Tyler said. "You have to rip up your entire sales playbook and start over."

But what actually breaks when you operationalize AI inside a revenue organization. More importantly, what does it take to rebuild it?

We're entering a world where:

80%+ of customer interactions can be handled by AI
Sales teams are flooded with more leads—but not more revenue
And RevOps is the only function positioned to connect data, process, and execution

This episode is your roadmap for navigating that shift.

In this episode, learn:

Why most companies fail to monetize AI—even when adoption is high
How Intercom flipped from "AI as an add-on" to AI as the core product
The real role of RevOps in an AI-first business (hint: it's not reporting)
Why incentive design—not technology—is the unlock for AI adoption
How to rebuild your sales playbook from scratch for agentic workflows
The shift from "seat-based SaaS" to outcome-based AI engagement models
Why post-sales is now the most complex—and valuable—motion in GTM
How AI is reshaping SDR, CSM, and sales engineering roles in real time

As Tyler Will makes clear, AI doesn't politely integrate into your existing GTM motion—it stress-tests it. It exposes misaligned incentives, outdated roles, and fragile processes that were never built for autonomous execution. The shift from seat-based SaaS to outcome-based AI is here. And the companies that win won't be the ones experimenting on the edges. They'll be the ones willing to rebuild with RevOps as the core for a strategic engine driving alignment between data, behavior, and growth.

Tune in to this episode of the Revenue Insights Podcast with Guy Rubin and Tyler Will to hear what it actually takes to operationalize AI at scale and why the future of revenue belongs to the teams bold enough to start over.

Tyler Will: The Death of Seat-Based SaaS: Why AI Changes Everything