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Rails still chugging along very nicely for us

MCP gives Intercom's AI agents access to internal tools to look up rich customer data and history to resolve tickets faster. Be like Intercom, build your MCP server on Cloudflare

We invest a lot into Fin's AI systems, but eventually any RAG AI's knowledge base becomes the low-hanging fruit. But now you can use AI to improve that, too. We've built a product that tries to finally close this loop for Customer Service. We're launching Insights on May 21st:

I'll be live on TBPN in 30 mins (at 1pm PT) I expect we'll talk about… AI. And Intercom. And AI and Intercom.

This evening I'll be speaking in London about AI Agents, why you might need to build one, what it takes to do so, and why it's harder than it looks to do it properly. Here's some slides, and a link to livestream will be in the comments.

Today we just launched our Insights product Intercom My favourite feature: when a human answers a question that Fin couldn't, we use LLMs to suggest a change to the original content. Low friction, maintainable, powerful - the start of a genuine CS AI flywheel.

They also convict people for praying silently by themselves, in the wrong location. 🫠

For the first time ever, you can now improve AI Agent performance—with a single click. AI-powered Suggestions is a groundbreaking new feature that helps you fix gaps in content, data, or actions to improve Fin's performance. No detective work. No guessing. No weeks of analysis.

It has been quite enjoyable playing a small part in this:

In this podcast with Mark from AI Ireland, I talk about Fin, the AI agent we've built, and how we run the AI Group at Intercom. In this snippet I talk about the specific qualities we look for in our AI scientists and engineers, and how we intersect AI and product development.

Renting an Audi in Europe means you have to click cookie banner type acceptance terms every time you start the car 😂

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

Today we’re launching the Fin Million Dollar Guarantee. We’ve been making big claims about our industry-best performance, but we know such claims are cheap. So it’s time to put our money where our mouths are. If we don’t deliver on these claims, we’ll pay you $1M. First, some

Very smart Irish politicians chose the opposite strategy - widening rent controls! Can’t wait to see how it works out. Perhaps they’ll beat these achievements?