Markham Nolan ☘️

Content @fin_ai (formerly @intercom)
"Ask not for whom the web trolls, it trolls for thee".

[Markham Nolan ☘️ @markham]

Better conversations
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Better content
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Better conversations
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(loops forever)

[Des Traynor @destraynor]

Apex Flash is very cool, but tune in tomorrow for a launch that’s even cooler.

[Fin @fin_ai]

Last night, Fin Labs New York hosted a conversation we've been wanting to have in public for a while.

Our VP of Customer Support, Declan Ivory, sat down with George Dilthey, Head of Support at Clay, for an honest, unscripted look at what it actually takes to use AI across the entire customer lifecycle.

A few ideas that resonated most with the room:

→ "Qualify everywhere" — Clay doesn't just qualify customers at sign-up. They've extended that logic to every touchpoint: support queue, growth strategist handoffs, even Fin conversations. Ask for a demo mid-support chat and the same qualification workflow routes you to the right person instantly.

→ Flip your metrics — George's team now treats high first contact resolution as a signal that Fin should be handling something. If it can be solved in one interaction, why is a human involved?

→ Path to 95 — Fin's own CX team is targeting 95% automation, currently at 84%. The goal isn't hitting 100%, but finding the threshold where AI handles everything it should, freeing humans for consultative, high-context customer work.

George put it well: "We're not thinking about what is this person's role versus this person's role. We're just able to help the customer in the best way possible."

The companies getting the most from AI aren't only using it to respond and resolve tickets. They're rethinking what a customer relationship looks like when an AI agent has full context and the ability to act.

Thanks to George and the Clay team for being so open about the real journey. You can find the full recording of their conversation below.

[Markham Nolan ☘️ @markham]

Sitting in a @fin_ai GTM talk in #nyc, where @brian_donohue & @poyark are discussing the challenges & opportunity of a consistently rapid product shipping cadence, and mid-session, @eoghan announces our new AI model, teasing a major product release we have slated for tomorrow.

[Eoghan McCabe @eoghan]

Two months ago, we announced Apex 1.0, the world's first proprietary CX model that beat all foundation models on resolution rate, latency, and cost for customer experience use cases. No other company, whether new startup, or incumbent has since released anything comparable.

Today, we release a further brand new model called Apex Flash. A smaller model with high performance, but specifically designed to be even faster. There are instances where you're happy for a model to take its time, but in many cases, time will always be of the essence. That's where our new model comes in. And tomorrow, we're announcing our first major new product that runs on Apex Flash…

[Markham Nolan ☘️ @markham]

My last interview before joining with Fin/Intercom was with Irish coffee tastemaker Colin Harmon, and it's live. The fact you're drinking better coffee than your parents is partly Colin's doing. He's also a best-selling author. https://t.co/QMQr55lw2K

[Markham Nolan ☘️ @markham]

Good morning, New York! Fin Labs kicks off with a 10am session on shopping (appropriate, we're right beside Saks 5th Ave). Come grab coffee/pastries and hear about redesigning ecommerce if you're in the neighborhood! https://t.co/DE8XgMLd98 #nyc #nyctechweek

[Fin @fin_ai]

We’re off and running at Fin Labs New York.

Three days of practical, hands-on sessions on scaling AI in customer experience: automation, performance, team design, and building trust in AI Agents.

Join us and you'll leave with a clear plan for what to test, implement, or scale next.

This afternoon kicks off with our Founder Launch Studio before this evening’s meetup with Clay, exploring how to scale CX in the AI era.

We’re just getting started, see the full 3-day in-person event schedule at the link in the replies (and register if you’re in NYC this week!)

[Markham Nolan ☘️ @markham]

The @fin_ai setup in #nyc this week 😚👌

[Markham Nolan ☘️ @markham]

Sign-up is here: https://t.co/DE8XgMLd98

[Markham Nolan ☘️ @markham]

The future of ecommerce UI seem obvious once you see it in action. But how often do you still find yourself using search / sort / filter to shop a massive catalogue? If you're in New York tomorrow, come hear @thoughtwax & @robdavitt talk about building this new UX paradigm.

[Fin @fin_ai]

@attio replaced their contact form with a conversation, and it changed how they sell.

Instead of routing new visitors to a static form, Attio used Fin for Sales and built a real-time conversational entry point that qualifies prospects, answers complex product questions, and routes leads to the right next step. 24/7, without adding headcount.

The results after 3 months:
→ 9x increase in Messenger engagement from new leads
→ 50+ sales-qualified leads generated
→ 30+ startup program qualifications
→ One converted customer came in at 6x their average contract value

Matt Duffy, Head of New Business at Attio, saw where it was headed: "This is going to be the buying experience. More and more people are going to be doing this."

Fin isn't just a support agent. It's an AI Customer Agent – handling support, qualifying leads, and driving revenue across the entire customer journey.

Read the full story here: https://t.co/wcb9JnKRTJ

[Markham Nolan ☘️ @markham]

We’re almost at max capacity for Fin Labs in NYC this week (oversubscribed for many events!😚👌) Last chance to come talk the @fin_ai team about building agents that build agents to build agents, and things like that. https://t.co/kRl7FNz6Ub

[Markham Nolan ☘️ @markham]

A pity Tanya didn’t get a longer run at the helm. A total pro, and the right time to have a female leader running 60 Minutes.

[Ben Mullin @BenMullin]

Note from Tanya Simon, the outgoing EP of "60 Minutes":

"It has been an immense privilege to lead this broadcast, and I could not be prouder of what we have built."

[Markham Nolan ☘️ @markham]

Come to New York. Learn to shop, from the pros.

[Emmet Connolly @thoughtwax]

I'm giving a talk in New York next week about what we learned developing @fin_ai for ecommerce, and what's coming next.

Every vertical has hit a similar product question fast: you've stuck a chat box in somewhere, now what? For example, how does AI actually change the way we trade online?

I'll be giving a talk about the design thinking we carried into Fin for ecommerce, and then chat with product lead Rob on what we learned building an assistant that can immediately plug into any Shopify catalogue.

9:30am Weds, 18 E 50th St. Link below!

[Markham Nolan ☘️ @markham]

@mattyglesias @Keyes Cornice-to-have, not corneed-to-have

[Fin @fin_ai]

@glean, one of the fastest-growing enterprise AI companies, needed a support solution that could scale with them.

As Kat Crichton, Manager of Technical Support, put it: "We're an AI company, so we knew we needed an AI-first solution that could move fast, was easy to implement, and would scale with us."

Within three months of choosing Fin, they achieved:
- 83% chat automation rate
- 95% CSAT
- 100% Fin involvement across all chat surfaces

And the support model itself got smarter – Fin eliminated the bottleneck where everyday users had to go through administrators to get help, giving both audiences a direct path to resolution.

Read the full story from Glean at the link in the replies

[Darragh Curran @darraghcurran]

Emmet is one of the best and clearest visionaries i’ve ever worked with and Rob has led development of our Fin for E-commerce - which is a instant upgrade to any online store - a personal shopping assistant that helps people find and complete the right purchases in delightful ways. Well worth an hour or two of your time if you are nearby

[Markham Nolan ☘️ @markham]

Sign up at https://t.co/Po3pnHwvPx

[Markham Nolan ☘️ @markham]

We just added this event in New York next Wednesday. The tech finally exists to move shopping online beyond search, sort and filter. Conversational ecommerce is a completely new UX paradigm and @thoughtwax / @robdavitt will describe what it's taken to build Fin for ecommerce.🔗👇

[Markham Nolan ☘️ @markham]

Worth your time, #nyc folks.

[Paul Adams @Padday]

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! https://t.co/FGtAYT1s5A

[Markham Nolan ☘️ @markham]

Come play, New York.
June 2-4. https://t.co/61CsYyaoNI