CPO @fin_ai (formerly @intercom). Busy building + Marketing Fin. Try it! fin.ai Ex Facebook, Google, Dyson. Like building products and teams.
Dublin
- Tweets 5,044
- Following 347
- Followers 26,559
- Likes 3,956
Pinned Tweet
In every company, everything eventually changes. Those who fail to embrace this fact stay in the past, clinging to what they knew, forever stuck working in a company that no longer exists. Embrace change, be radically open minded, hard as that may be.
8
140
496
We've always prioritised this at Fin (and Intercom), and it has been a major contributor to the success we've had.
1
6
943
New at @fin_ai !
Eval-driven delivery for customer service teams
We have a big product announcement today in one of the most important areas for AI agents: trust and safety.
As agents have become more powerful and more autonomous, it is critical that people and businesses can trust that the agent is going to do the things that the business wants, and that the agent is going to behave in the ways that the business has told it to.
We have learned that to get high Agent performance, you need to experiment a lot.
Resolution rates improve one step at a time, through deep analysis, trying many new things, and learning what works.
This combination of needing to trust what Agents are doing, alongside the necessity to constantly change what they are doing, can be unsettling, meaning people managing Agents need two big things:
1. Safe environments to experiment, to make multiple changes, test them, and iterate them until they’re happy things are working as intended. Sometimes changing one thing might make something else worse, so understanding changes holistically is critical.
2. Confidence to ship changes to customers. It is one thing to test in a safe environment, it is another to make changes that impact the experience of thousands and sometimes millions of customers.
Today, we’re announcing two new powerful tools to help our customers do this better: Evals and Releases.
Evals give you full end to end testing capabilities across your entire setup. Releases enable you to create safe, insulated environments for testing Fin, give you control over your rollout, with a/b testing, gradual rollout, and much more.
Evals and Releases make the entire Fin system of continuous improvement much stronger. Together with tools like Insights and Monitors, you can watch what is happening when changes are live, experiment with new changes safely, build the confidence to ship them, and go again, driving up that resolution rate.
Check out the video for a demo, and link to learn a lot more on our website in the comments!
1
5
14
1,604
New from @fin_ai !
Everyone can now get Operator, our most groundbreaking product in years!
In May, we beta launched Operator, an agent for doing complex customer operations work and we were overwhelmed by the thousands of customers requesting beta access, and amazed at the incredible things they were doing with it.
For inspiration to get started, here are five of those with video footage of Operator in action!
1 To manage new product updates, Sofia from @bubble simply gave Operator the product change doc, and Operator came back with suggested edits for thousands of pieces of content that needed to be changed.
The next four are threaded in the comments and you can learn more at fin.ai/operator
2
1
6
1,326
5 Kathleen from @teachable gave Operator a few context docs, and Operator developed a full support readiness plan for a very complex payments system migration.
1
150
You can also ask Operator questions like ‘Why did our reply time go down yesterday?’ and it will generate immediate insights and build you dashboards on the fly.
Get going right now, right here fin.ai/operator
149
Very proud of everyone at Fin (and Intercom) for helping build a great company!
We’re excited to share that we just signed an agreement for @salesforce to acquire @fin_ai for ~$3.6B. The transaction is expected to close in the fourth quarter of Salesforce’s fiscal year 2027.
Fin started as Intercom 15 years ago. We changed our name to cap our transformation just weeks ago. We were a darling of the SaaS era and invented so many of the patterns you see in software today. Nearly four years ago, in need of a reboot, we jumped on weeks-old modern LLMs to create and define the category we know as Customer Agents today.
Salesforce invented modern software and SaaS. And @benioff is like the final boss of tech founder CEOs. In seat for 27 years, he’s one of the last of his era. Still pushing, pivoting, placing big bets. It’s a privilege for @destraynor and I to get to partner with him and join forces with Salesforce upon close at this most fascinating time. And will be very fun to get their help bringing Fin to magnitudes more consumers.
To our customers: Over the past few years we’ve been shipping intensely. Including recently our groundbreaking model, Apex, and our paradigm-defining internal agent, Operator. With the resources of Salesforce this will only accelerate. And yet little will practically change. I’ll still be CEO, Des will still be running R&D, we’ll both still be committed to continuing to lead this category. Thank you very sincerely and deeply for your belief in us.
To all of our friends, our families, and our employees, past and present: While this is not the end, it is a major, pivotal, special, and emotional moment for us. From the bottom of our hearts, thank you. For everything.
To my cofounders, my exec team: Look what we built. Four young lads with a dream and nothing to lose. And a home grown exec team who pulled off the greatest and arguably only late stage software company pivot to AI, and invented one of the most important categories in AI. Thank you for sticking through all of this with me.
And now, time to get back to work. See you at our next product launch in a couple weeks. (:
6
1
87
10,956
Another week, another big Fin product launch.
Voice in an increasingly important input mechanism for AI. We have been investing deeply in it, including training our own model, Apex Flash, to meet the demands of a voice experience that feels as natural as talking to a person.
A big part of this launch is putting our money where our mouth is.
Unlike our main competitors who only do voice demos during heavily orchestrated meetings, we have a real, live working demo of Fin Voice on our website for everyone to try.
Check it out!
Link in the comments :)
3
1
12
2,685
Do you want to learn more about the brutal yet thrilling ride that was transforming the entire Intercom company into @fin_ai ?
Next week I am hosting an Exec Briefing in New York!
I'll share the inside story, give practical advice, and we'll also hear from peers on the ups and downs of transforming your company into a truly AI native org.
Please tell leaders you know who are based in New York. I'd love to see you or them there.
It's a private space and I'll be going full exposure on what we did :)
RSVP here! luma.com/exec-briefing-am-ny…
1
10
1,643
At @fin_ai we have shipped 8 Tier 1 product launches in 2 months. I'll tread each one to show you :)
How is that even possible?
Much more on that to come, but here is one observation. Through these launches I've reviewed a lot of work, from messaging to web to video.
To get from good to great you must reduce, remove, simplify.
"I know you know all the details, and want to include them all, but the art of excellent marketing is to reduce to the core idea, and leave the rest for the help center."
Less is more.
4
1
14
1,655
7th May Fin for Ecommerce fin.ai/ecommerce
1
1
320