Paul Adams

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.

Learn more intercom.com/intercom2

As Agents do more work, the tools and platforms we use need to adapt and be redesigned. As @Fin_ai resolves more customer queries, we've seen the human support job, and the support manager job, change significantly. So we have been rebuilding @intercom and this week announced Intercom 2, our biggest update ever! 3 new products, 60 more product updates, and a new level of performance. Check it out, link in the comments!

@vasuman Great summary. Very surprised not to see Customer Service mentioned. We've seen many many complete transformations with @Fin_ai. We've over 8000 customers with an average resolution rate in the high 60% range and many getting higher. Massively successful and huge RoI.

Learn more here fin.ai/sales

Very big Fin product announcement today! In addition to excelling in the Service role, Fin now does the Sales role very well too. This is the first of many new roles for Fin, as we build out and ship our vision of Fin as a Customer Agent. We believe that a single Agent, across the full customer lifecycle, with shared memory and goals, seamlessly moving between roles based on the customer context, will deliver a far superior experience than trying to stitch together Agents from different companies. See our announcement video below, link to learn more in the comments!

@eoghan Big milestone for Fin! With lots more roles to come :) This product really works, I'm excited to see more and more companies grow their business with it!

We're announcing the most significant new strategic development since the start of the Customer Agent category: Fin now has specialized roles. And starting today anyone can sign up for and deploy the Fin Sales Role in minutes. Fin is now by far the very best sales agent on the market, and it's been live with some of the most innovative digital brands for months, conversing with thousands of prospects, aiding discovery, building pipeline, booking meetings and starting trials. We started the Customer Agent category with a focus on service by launching Fin three months after the launch of ChatGPT. Since then Fin has continued to lead the space, today delivering over 2 million resolutions a week for over 8k customers, including Anthropic, DoorDash, Snowflake, Asana, Mercury, Polymarket and many more exceptional brands. But our vision for Fin has always stretched far beyond service. And for the past 6 months we’ve been building Fin as a single Customer Agent, delivering a seamless experience across all stages of the customer lifecycle. We do not believe customers or businesses will want multiple agents for different parts of the lifecycle—because the agents won’t have shared memory and goals, and will have to compete with each other, delivering a poor customer experience and sub-optimal business results. We’ve more roles to come, including another dropping in two weeks. For now please watch our launch video or visit our launch page to learn more: fin DOT ai SLASH sales

9 short months ago, my long time and brilliant partner @darraghcurran, declared that we would 2x the productivity of our 500 person strong R&D team within 12 months. He had some passionate believers, and many skeptics. And here we are, mission accomplished, way ahead of schedule. If our 1200 person company can do it, anyone can. It's a remarkable accomplishment, but as Darragh outlines in his post, there is no secret sauce. One thing was very clear to us though, we believed we had no choice if we are to survive and thrive, and we believe you've no choice either. Share his article with your team!

Investments you do/don't make today will have a significant impact on how well your company can navigate these times because you will/won't have the team required to win. Not enough leaders are truly making the big bets required, or taking the harder paths to get there. 2 years ago we decided to invest in a big way in our AI group, with a lot of $ and a lot of headcount. But Fergal didn't hire fast and loose under pressure, he patiently, diligently built a truly world class team. Because of that, we now have a team producing groundbreaking work, as well as building the Fin harness and Apex, they are inventing new, better ways to do so, for example a new attention mechanism that halves the memory models need, and with better performance. It is very exciting!

Learn more here: fin.ai/cli

Hot on the heels of our Apex Model launch (the highest performing Model in the world for CX), and opening access to Apex and our other Models, today we have Fin CLI ! You can now point your AI coding Agent at the Fin CLI to do things like set up Fin on your website or configure your Intercom helpdesk. Let me know what else you'd like Fin CLI to do! Quick 2 min demo of Fin CLI below, check it out!

@dude474 @Fin_ai Btw we do have regional hosting for Fin already. fin.ai/help/en/articl…

@dude474 @Fin_ai Yep makes sense, we'll definitely consider it.

The evolution of @Fin_ai is a great example of product strategy in this era. First, an Agent built on a deep AI layer. Second, we trained our own model, Apex, that outperformed everything else. Now third, we're opening up access to Apex (and our other models) to everyone, including our competitors! If you want the best, now you can have it.

@dude474 @Fin_ai We're always taking feature requests! Tell me more about what you want to do.

@Padday @Fin_ai congrats for the release! but do you have any plans for on-prem deployments? aws, gcp, etc.. ?

@hdemirev @Fin_ai Fair enough, perhaps I should have phrased it differently. Wasn't intentional.

@Padday @Fin_ai fin disagrees : / no shade on your launch, but doesn't make sense to misrepresent what you're doing if you don't actually intend to make it easy to access

@hdemirev @Fin_ai It is open to everyone! We obviously need your details, and like every comparable product, it isn't free.

@Padday @Fin_ai hm so when you say you're opening it up to everyone...

Last week we announced Fin Apex and contributed significantly to the discussion on vertical vs general models. If you want to learn more on how we built Apex, Fergal shared an excellent post and video alongside the announcement. Video link in comments.

@eoghan An incredible achievement. As the app layer becomes increasingly commoditized, the durable differentiation will be at the Model layer.

Learn more here: fin.ai/cx-models

We have a very significant announcement here that will change how we think about the AI landscape. We have built a brand new model for @Fin_ai, called Apex, which has a higher resolution rate, fewer hallucinations, and is far cheaper than any other model provided by any other company in the world. And it isn't close. This is an incredibly hard thing to achieve, and is only possible with the domain specific proprietary evals from our billions of human and agent customer service interaction data points. We also have a flywheel here where we will continue to get better at the edges. So what does this mean? It means that vertical models can and will outperform general models. It means that many successful companies in the future will need to be full stack: - App layer - AI layer - Model layer And critically, as it becomes much easier to copy and clone at the app layer, durable differentiation will move down the stack, and ultimately to the model layer. I'm incredibly proud of our AI group today.