The full 5-part series from our VP of Support, Declan Ivory breaks down the roles, structures, and operating models support leaders will need as AI becomes the primary resolver. Get every edition here:

Our support org looks very different than it did a year ago. As @Fin_ai began resolving more and more of our customer conversations, the work changed. We shifted from a tiered, volume-based model to a structure built around three pillars: Human Support, AI Support, and Support

“Great support is proactive, not reactive. And that’s what AI finally lets us do.” That idea shaped the conversation at our Fin × @jamdotdev × @vercel meetup in San Francisco, where we explored how AI is connecting support and engineering, closing the gap between reporting an

Full announcement details here:

Intercom is now a @Shopify Plus Technology Partner! Shopify has officially recognized Intercom as a trusted way for high-growth ecommerce brands to scale support without sacrificing quality. New and enhanced Shopify features are live today: → @Fin_ai can fully resolve Shopify

In trading, timing is everything. And that includes customer support. Dennis O'Connor, Director of Support at @Topstep, shares how the team manages 150k+ conversations a month across phone, chat, WhatsApp, email, and SMS; and how @Fin_ai helped them scale support while improving

Watch Nick's session, and the full event content here:

“Customer service teams are starting to look more like product teams.” At Pioneer 2025, Nick Clark (Partner & Director, @BCG) described a shift underway in how leading companies structure their support organizations. Instead of managing volume, teams are now focused on

Tldr; “we’re all on team support” Really fun to host w/ @vercel + @intercom on AI for faster customer fixes 😃

Happy to share that today I'm starting as senior principal at Intercom!

“The confidence in @Fin_ai comes from the data. When you look at the numbers, you can’t really deny what’s happening.” At @Underdog, one of the fastest-growing fantasy sports gaming companies on the market, major player updates can trigger tens of thousands of customer inquiries

Watch the full keynote at

“We’re heading into a generalist renaissance.” At Pioneer 2025, Des Traynor (Co-founder & Chief Strategy Officer, Intercom, building @Fin_ai) shared why this moment in AI marks a turning point for builders and leaders. The people who adapt quickest will take the upside first.

Watch Des's full keynote at

The market’s shifting fast. A few companies are driving all the growth while most of SaaS is down. Smaller tools are being rolled up, and big platforms are struggling to sell their AI stories. When that happens, products start to merge. And the functions built around them do

Watch the full session from Pioneer with Isabel and Junan at

Anthropic's support operations team is two people. They're covering the volume of nearly 50. How? They reimagined what support operations look like in an AI-native org and focused on two key roles: 1. A systems and automation specialist 2. A content and knowledge manager

“We’re outperforming our wildest dreams.” When @ZayZoon, a Calgary-based fintech on a mission to save 10 million people $10 billion, set out to put AI at the heart of customer service – they aimed high. With @Fin_ai, they’ve already gone beyond. Hear Simon Millichip, SVP of

Learn more about the Customer Agent future here:

Fin started as the world’s best Customer Service Agent. Now, it’s becoming the world’s best Customer Agent. From providing support to guiding a purchase, onboarding a customer, or even selling a product – @Fin_ai will be capable of managing every customer interaction, across