Fin

Last night in Berlin, we gathered a small group of CX, product and support leaders for an evening of real conversation. We talked about what it really takes to lead a support team through this AI shift: - Balancing day-to-day needs with long-term innovation - Upskilling teams without overloading engineering - Rethinking roles - and what growth looks like in a Fin-powered org To everyone who joined us: thank you. These are the conversations that move the industry forward. If you're heading to WeAreDevelopers today, don’t miss Paul’s talk at 10:50am: The End of Software As We Know It.

Are you ready to master the art of prompting AI Agents? Join us in NYC for a meetup with OpenAI, where we’ll explore how to craft powerful prompts that unlock huge productivity gains when applied to your AI Agents, workflows and systems. You’ll see the before and after of real prompts, connect with like-minded leaders and AI experts, and walk away with techniques to up-level your AI Agents. Seats are limited – RSVP now.

Suggestions provide edits, additions, and optimizations to Fin’s help content—based on how your human agents resolved similar queries. But do they actually make a difference? The AI Group building Fin just shared how they used causal inference to measure the impact of Suggestions on Fin’s performance. Spoiler: they do. And the more you use Suggestions, the better Fin gets. More in the comments.

We recently launched Suggestions, a groundbreaking new feature that provides AI-generated content to improve Fin’s answers. But how did we build it? In a recent blog, we’re sharing how the AI Group behind Fin turned real customer service conversations into ready-to-publish updates. Learn more in the comments.

Every once in a while, a new technology resets how we build. Roadmaps and best practices stop being useful. Roles blur. Everyone’s learning in real time. That’s what working with AI feels like today. It’s not the first time this has happened. Wrote a piece on, link is in the comments.

Your customers are in Discord. Now Fin is too. From high-growth crypto to gaming companies, more teams are choosing Discord to support their customers where they already are. Check out this demo from Dale C. on our Engineering team to see how Fin handles support in Discord. And if you're interested in getting access, reach out to Dale!

Thousands of real users shared their feedback. That’s what put Fin at the top of G2’s Summer 2025 Report for AI Support Agents. Teams using Fin every day to deliver faster, higher-quality support rated us #1 in satisfaction, and gave us the highest overall score on the Grid. Real-world results like this are why we stand behind Fin with a Million Dollar Guarantee: → Not fully satisfied in your first 90 days? We’ll give you up to $1M back – no questions asked. → Don’t reach a 65% resolution rate in our Success Program? We’ll pay you $1M. More details in the comments.

We've been making big claims about the superiority of Fin. Today we're putting our money where our mouths are. If we can't achieve our industry-best starting resolution rate of 65%, we'll pay you $1M.

An afternoon and an idea...and Pioneer comes to life. In our latest demo, Justin shows how Intercom’s brand design team used Claude to execute the visual ideas behind Pioneer, no engineer needed. Learn more about Pioneer, the summit for AI customer service leaders, and see Justin's work irl at the link in the comments.

You’ve read the /ideas blog. Now you can listen. Introducing the /ideas podcast – each episode brings together leaders from the world’s most forward-thinking companies to share how they’re reworking how they build, operate, and think in the age of AI. In the first episode of /ideas, Chief Product Officer Paul Adams talks with Co-founder and Chief Strategy Officer Des Traynor about how AI is reshaping everything: how we build products, structure teams, and go to market. Listen to Episode 1 now ↓