Markham Nolan ☘️

Better conversations ↓ Better content ↓ Better conversations ↓ (loops forever)

Absolutely 😙👌

@thoughtwax Squinting through binoculars accrues as dwell_score

San Francisco, 2026

Hello, Operator. Manage your customer operations by chatting. No more manually editing articles, guidelines, etc. Just tell (or ask) Operator what needs doing, and it will make all the changes, continually improving Fin's performance. Sample use cases:

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.

The feedback from our beta group has been genuinely outstanding, this is a huge shift in how teams run their CX operations. Fin .ai/operator ← go check it out!

A slightly deeper dive into these 3 examples from Brian & Patrick here where they explain all the magic.

Our new product, Operator, is prototypical of how all B2B software will be built. Say what you want and leave the rest to us. These 3 demos show case Operator doing analysis and synthesis, with dynamic UI, and inline collaboration. It's very, very, cool.

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.

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.

In knowledge management alone, Operator compresses hours of work into minutes every time you use it. Operator will always serve you up suggested configuration changes to approve, so you're always in control.

Knowledge management a burden? Operator to the rescue. Watch Fin VP of Product @brian_donohue speed run a knowledge management task with Operator.

Operator has access to all of your support operation data, so you can hit it with hundreds of questions about your customers, team and product, and it will give you a direct path to the 'what' and the 'why'

So Fin, that's an agent for your customers. Operator, that's an agent for your customer operations. VP of Product @brian_donohue explains why Operator is a paradigm shift for how you interact with business software.

Fin CEO @eoghan explains why perfect customer experience is now possible, and how we believe a single, seamless customer agent is the only way to deliver it

Join us live as we reveal Operator, a major new product that transforms how you deliver customer experiences. twitter.com/i/broadcasts/1…

Great product release this evening. Streaming here on X too: x.com/i/broadcasts/1…

We’re launching our next major new product live from SF tonight. I think this one will be interesting even for those with no need for Fin. Will be a great demo of what the future of work software will look like. Stream starts at 6.15pm PT. fin DOT ai SLASH hello

Looking forward to being in New York for three days (June 2-4) of @fin_a events at Fin Labs, as part of @Techweek_ Come say hello: luma.com/fin?tag=fin+la…

We're going to spill all the beans next week. Myself and @darraghcurran (and some special guests!) are doing a webinar about our use of AI and how we 2x'ed R&D at Intercom. We'll be going deeper than we've ever gone before :) - link in the comments, as is tradition.