Paul Adams @Padday

CPO @fin_ai (formerly @intercom). Busy building + Marketing Fin. Try it! https://t.co/xDmJItOSzG Ex Facebook, Google, Dyson. Like building products and teams. fin.ai Dublin Joined January 2007

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Paul Adams @Padday

a month ago

@DanielBeere @fin_ai You too!

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Paul Adams @Padday

2 months ago

We've always prioritised this at Fin (and Intercom), and it has been a major contributor to the success we've had. x.com/i/article/2089…

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Paul Adams @Padday

3 months ago

@fin_ai Check out Evals and Releases! fin.ai/evals

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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!

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Paul Adams @Padday

3 months ago

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

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Paul Adams @Padday

3 months ago

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.

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Paul Adams @Padday

3 months ago

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

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Paul Adams @Padday

4 months ago

@jazer Thanks John!

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Paul Adams @Padday

4 months ago

Very proud of everyone at Fin (and Intercom) for helping build a great company!

Eoghan McCabe @eoghan

4 months ago

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

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Paul Adams @Padday

4 months ago

@raechellambert Thanks Rae!

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Paul Adams @Padday

4 months ago

@tomerlondon Thanks Tomer!

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Paul Adams @Padday

5 months ago

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Paul Adams @Padday

5 months ago

Try the demo here: fin.ai/voice

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Paul Adams @Padday

5 months ago

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 :)

Eoghan McCabe @eoghan

5 months ago

x.com/i/article/2062…

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Paul Adams @Padday

5 months ago

A small but critical detail that I love about Fin Voice running on Apex Flash is that it is not speech to text. This is the primary way people build voice and it is slow. Speech to text > sent to the model to analyse > and return an answer in text > back to speech. Too slow to feel natural. Fin Voice 2 is true speech which makes it incredibly fast and very natural. The new standard.

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Paul Adams @Padday

5 months ago

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-…

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Paul Adams @Padday

5 months ago

The acceleration in our shipping product has been nothing but extraordinary, and we're being as open as possible in sharing everything about it, so others can do the same. Here's 70 (!) questions and answers from a webinar Darragh and team did.