Why Has RB2B's CTO Not Touched the Code?

Adam Robinson says his CTO has not touched the RB2B code in over a month, and the LinkedIn posts three times a week are not even about the product. The company was built so off-the-shelf AI could do the customer work a team used to do, which required a product simple enough that software could answer people.

Intercom's support agent, Finn, is the tool that made that practical. RB2B launched in 2024, when Finn resolved about 25 percent of tickets. New features stayed off the roadmap so the documentation, plus a look at the customer's account, could handle nearly every question. Finn now resolves 98.6 percent of RB2B tickets. Buyers do not talk to sales. The homepage makes the product obvious, a free tier lets them try it, and they upgrade on their own.

That is a different bet from the Coinbase chief executive cutting 15 percent of staff and assigning one person plus a pile of agents. The RB2B product stayed simple so support would not need that setup, and so the sale would not need a long cycle.