Davin O'Dwyer

My partner Aoife and I wrote a very personal piece for the @nytimes on our experience of Ireland's abortion laws after a heartbreaking diagnosis. nytimes.com/2018/05/20/opi…

92% of IC teams can’t prove ROI. That’s the challenge at the heart of our new research, based on insights from 5,000+ comms leaders. 👉 Explore the findings in our Measuring What Matters in Internal Comms report: internalcommsroi.workvivo.com/?utm_source=tw…

G2 just named us the #1 AI agent on the market – and it’s all thanks to real feedback from people who actually use Fin. No fanfare. No empty promises. Just proof that AI is making a difference where it counts, helping CS teams do more, faster, and better. And we’re not stopping here. We’ll keep building the best bots in the business so your support teams can keep winning.

This is an absolutely fascinating conversation between Fry and Eno about AI – at turns hilarious and provocative. Really worth taking 20 minutes to watch.

Was fortunate enough to hear @jeremyakahn in conversation with @M_OToole last week - very illuminating discussion about the implications of AI.

The cruelty is the point with Trump, and we ain’t seen nothing yet. The deportations will be brutal. Women and minorities will suffer. The consequences for Ukraine will be grim. I don’t know how things can get any worse for Gaza, but we are going to find out. And on and on.

A dark day - Trump’s victory feels like a pivotal moment for the century ahead. The fact that Putin is the big winner from all this says everything. The world order we’ve had since the end of WWII is over. Western democracy could very feasibly unwind over the coming decades.

Opinion | Terrible things will now happen. There’s no point dressing it up, or pretending it’ll be better than it is. We are in serious trouble. We are in a moment of acute danger, the likes of which we’ve never really seen before 🖋️ @IanDunt trib.al/Zfpdntg

We can look for rays of hope, but the reality is this is a major tectonic shift in world affairs. Trump’s likely victory will empower Putin, Orban, Netanyahu and right wing autocrats everywhere. The world hangs in the balance between democracy and tyranny

The biggest winners of today are Benjamin Netanyahu and Vladimir Putin.

Glory to Ukraine.

🚨Fin 2 has launched🚨 Spread the word. Intercom . com/fin

Pioneer was such an epic, incredible event – @intercom's first customer service summit, focused on the AI-driven transformation in the space. This video is so worth watching for everyone interested in this tech, not just CS.

I announced internally last night that we’re going to invest an extra ~$100M to bring a new AI technology we’re dreaming about to market that we’re calling Fin X. Running a scaled company on your own cashflows brings wonderful discipline, and when I returned to @intercom in late 2022 I prioritized getting profitable. But now that we’ve built up our cash reserves, and given the intense competition and massive opportunity in the space of AI for customer service, it’s obvious that now is the time to go way harder to maintain our lead and put that cash to work. Here’s the email I sent with all the context and numbers and internal Intercom jargon. :)

Off Script Episode 2 is here and in it I outline why Customer Service is already one of the first industries to be fundamentally changed by AI. The new path is clear: an AI-first customer experience by default. We see incredible business opportunities, way beyond service, for those that embrace the required mindset shift. We can now see what is truly possible, with hard data, and it is only the beginning. If you enjoy it, please share with your CS team!

Off Script S01EO2 drops this Thursday feature the one & only @Padday. Paul talks through the present and future of AI-First Customer Service, shares what we're building to realise that, and explains what it means to be properly AI-First.

@SarahDavisGoff Deepest condolences, Sarah - what an amazing life. Heart goes out to you and your family.

A beautiful obituary for my beautiful little brother Jamesie. irishtimes.com/obituaries/202…

@mrkocnnll Fantastic news Mark - be sure to subtly hint at various eccentricities for a few years before defiantly revealing a truly contrarian streak around 2030. Start laying clues from day one, readers will love it.

This is actually true

Here's a quick product overview of Fin, the AI Copilot for Customer Service (and how it fits into our AI-First CS vision) Enjoy!

Today is the most exciting day at Intercom in many years 😃 Huge updates: 1 Launched a new product: Fin AI Copilot. A deep, personal AI assistant for every human support agent. 2 Launched a new vision for Customer Service: We call it ‘AI-first CS’. 3 Launched a new brand and website: Unlike anything we've seen before. I'm so proud of our team for getting all this live 😍 Let’s dive in to Fin AI Copilot.

From yesterday's Off Script... Solutions are temporary. Problems last forever. Obsess accordingly.