Fin

What can Operator do? It can run & optimize every feature across @fin_ai and the @intercom helpdesk. It finds trends & opportunities and suggests how to take advantage of them. It's your expert in the system.

Read the full story about how our own support team reached 83% automation and rebuilt around AI → fin.ai/customers/fin-…

"We made a conscious decision to become Fin's best reference customer by redesigning our support model entirely around AI." That's @decivory, our VP of Customer Support. And we did exactly that. Before any other business deployed Fin, our own team did. We went all in: new roles, new workflows, new standards. The results? Support didn't shrink. It got better: - 83% of support volume fully automated - 300% more demand absorbed as we've grown, without breaking - 2x increase in feature adoption and expansion revenue from proactive engagement - Every conversation that reaches a human is now genuinely complex, cross-functional, and technically demanding The question isn't whether AI can transform your support, it's whether you're ready to go all in. Read the full story linked below, and see what that looks like.

Subscribe to our Luma calendar and register for an upcoming meetup in a city near you! luma.com/fin

Last week in San Francisco, we partnered with @getmetronome to dig into one of the most consequential questions in software right now: how do you price an AI product built around real outcomes? Darragh Curran @darraghcurran (CTO, Fin) and Scott Woody @l3amm (CEO, Metronome, a @stripe company) shared what it actually takes to move from traditional SaaS pricing to outcome-based models, and why getting that shift right changes how you build, not just how you sell. One theme ran through the whole evening. As Scott put it: "Pricing is your product." The conversation covered why overages are the clearest signal your product is working, why teams need to cannibalize their own revenue model before someone else does, and how pricing decisions shape the products you build. A big thank you to Scott and the Metronome team, and to everyone who joined us for a thoughtful discussion and lively Q&A. If you'd like to join a future Fin meetup, subscribe to our Luma calendar to see what's next.

You can learn more about Fin for Ecommerce here ▼ fin.ai/ecommerce

Most people can't describe exactly what they want. Fin for Ecommerce figures it out. It reads the intent behind a vague search, narrows your @Shopify catalog down to the right options, and helps customers convert with confidence. And for your customers, finding the right product stops being the hard part. Fin for Ecommerce is powered by Fin Apex 1.0, the best-performing model for customer service. Learn more about Fin for Ecommerce in the replies.

Register now to attend The AI Agent Era: A New Blueprint for Customer Service: intercom.registration.goldcast.io/webinar/ed395b…

Most customer service teams are experimenting with AI. Very few are transforming because of it. The gap between those two things is larger than it looks; and right now, it's where the most consequential decisions in support are being made. Moving from a successful pilot to full production is where most teams struggle, so on May 27 we're hosting a session for the people doing exactly this work. Join Declan Ivory, Forrester guest speaker Max Ball, and AppFolio's Guneet Singh, XMP for a webinar that will cover: ➤ Why AI agents are changing the economics of support delivery, not just the speed ➤ What's actually shifted in AI reliability, scale, and quality over the last 18 months ➤ Why the jump from pilot to production is harder than most teams expect ➤ How leading teams sequence for ROI without trading away customer experience ➤ What moving from experiments to production at scale actually looks like We'll also walk through how AppFolio took their AI resolution rate from 17% to 73%, while holding a CX score of 93%. That kind of result doesn't happen by accident. Register at the link in the replies.

Learn more about the AI Agent Blueprint for transforming customer service here: fin.ai/blueprint/serv…

Earlier this month, the EMEA leg of our Customer Service Transformation tour came to a close in Amsterdam. One theme that surfaced throughout the evening: the teams making the most progress with AI aren't treating it like a tool. They've given it a name. Vera. Stella. Kiki. And to the people running support at Road, WebinarGeek, and ParkBee, it's a genuine member of the team with a role, a track record, and a personality. That framing changes how you build, how you measure, and how you get stakeholder buy-in. Thanks to our panelists: Marco, Bob, and Tim, to Caroline and Christopher for leading the discussions, and to everyone who joined us in Amsterdam! Stay tuned for information on the next stops on the Customer Service Transformation Tour.

Learn more about Fin Labs NYC here: luma.com/fin?tag=fin+la…

Fin Labs is coming to New York City. For three days, we’re creating a working and learning space for leaders transforming customer experience with AI. Across interactive sessions, live demos, and conversations with leaders from Intercom, Clay, Growth Unhinged, and more, we’ll explore what it actually takes to scale AI in customer experience: • Automation and performance • Building trust in AI Agents • Continuous improvement and operational excellence • Organizational design, cost, and value We’ll also go deep on the Fin 2x story: how we doubled productivity with AI. Learn more at the link in the replies.

Learn more about Fin for Sales here: fin.ai/sales

We recently launched the Spotlight Messenger, a brand new messenger experience built specifically for sales conversations. What makes it different: • Placed front and center on the page, because sales discovery benefits from focus. • No home screen, no tickets, no clutter. Ask a question, get an answer. • Smart suggestions that guide buyers who don't know what to ask yet. • A persistent "Book a Demo" CTA you can turn on or off. @Attio is already seeing the benefits from Spotlight Messenger – at our recent event in London, Will Jones shared that initial results show a ~90% increase in engagement. Learn more about Spotlight Messenger, and Fin for Sales at the link in the replies.

how we AI

Register here: intercom.registration.goldcast.io/webinar/67c1ea…

Most engineering orgs are experimenting with AI. We bet the entire company on it, and hit our 2x productivity goal 3 months early. Join us on May 19 for a live session where Fin CTO @darraghcurran, Principal Engineers @brian_scanlan and Kesha Mykhailov, and special guest @clairevo break down how Fin’s ~500-person R&D org: • Shifted to agent-first engineering • Got 95% of PRs running through Claude Code • Cut defects by 55% • Shipped 2x more product changes at nearly half the cycle time You'll hear about the messy middle nobody talks about – uneven adoption, code quality dips, the human bottlenecks that mattered more than the technical ones, and what they'd do differently. Register at the link in the replies.

We originally built the Fin Flywheel (Train, Test, Deploy, Analyze) to help humans get the most out of Fin. Now Operator can keep the Fin flywheel whirring.

Don't just take our word for it. Customer feedback has helped us build Operator, and early users like @raylo and @synthesiaIO adore it.