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circa 2007 I worked on the first ever version of YouTube on a phone. At the time, many people in YouTube (and this was when YouTube was red hot), said people will never watch videos on their phone. Too small, shitty quality. I then worked on the first version of Gmail on a

New Fin AI blog! A few weeks ago we decided to build a lot more in public. With AI, we're at the equivalent of 1999 for the internet, and most of the invention is yet to come. All of us have a lot to learn, and a lot to gain, by sharing what we know with each other. Today

On May 21st we have our next big product launch. We have a new Insights product and it's something special: we've built a product that uses AI to give you highly actionable insights across your entire customer service operation, based on a completely new, and much better way to

The times they are a changing. And I think it's great.

Forward deployed engineer doesn't mean 'build long list of bespoke feature requests from big customer'. It's sudden prominence is because when we build and configure AI products, it is unclear if they work well, and deep partnership with customers is the only way to know if what

Love this! 🙏 We are working so hard to build a truly great product.

Hot, new startups get all the attention because they are raising money, getting new valuations, hitting milestones. Full respect to them, having done it, I know how hard it is. But I think what we've done at Intercom in the past two years is harder. We've built our best ever

Excellent look inside how we're changing how we build software. Every company will need efforts like this.

Very proud to say that G2 just named Fin the #1 AI Support Agent in their Summer 2025 report! G2 rankings are really important because the ranking is based entirely on feedback from thousands of real users of the products. People love Fin! Fin has the highest score on the