Paul Adams

CPO @fin_ai (formerly @intercom). Busy building + Marketing Fin.

Try it! Facebook, Google, Dyson. Like building products and teams.

[Paul Adams @Padday]

In every company, everything eventually changes. Those who fail to embrace this fact stay in the past, clinging to what they knew, forever stuck working in a company that no longer exists. Embrace change, be radically open minded, hard as that may be.

[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

[Paul Adams @Padday]

The acceleration in our shipping product has been nothing but extraordinary, and we're being as open as possible in sharing everything about it, so others can do the same. Here's 70 (!) questions and answers from a webinar Darragh and team did.

[Darragh Curran @darraghcurran]

https://t.co/Amcmzn0V8j

[Paul Adams @Padday]

@tomfgoodwin This is the part that kills me though: I click X, it comes back. I click X, it comes back. Cardinal sin. If someone closes something, don't open it again.

[Paul Adams @Padday]

Click X
I'm back!
Click X
I'm back!
Click X
I'm back!
Click X
I'm back!
Click X
I'm back!
Click X
I'm back!
Click X
I'm back!

[Paul Adams @Padday]

The most annoying thing on the entire internet right now

[Paul Adams @Padday]

@Prithvi_Jadwani @fin_ai Nope, it is the complete opposite. It is much easier to write something longer. It is much harder to write something shorter. There are many psychological bias at play that make it hard for people to cut.

[Paul Adams @Padday]

At @fin_ai we have shipped 8 Tier 1 product launches in 2 months. I'll tread each one to show you :)

How is that even possible?

Much more on that to come, but here is one observation. Through these launches I've reviewed a lot of work, from messaging to web to video.

To get from good to great you must reduce, remove, simplify.

"I know you know all the details, and want to include them all, but the art of excellent marketing is to reduce to the core idea, and leave the rest for the help center."

Less is more.

[Paul Adams @Padday]

14th May Operator https://t.co/nxbqZc17ao

[Paul Adams @Padday]

7th May Fin for Ecommerce https://t.co/Hjpa0t1Zfd

[Paul Adams @Padday]

Learn more and see more demos here: https://t.co/nxbqZc17ao

[Paul Adams @Padday]

Operator is our most significant product since we launched Fin 3 years ago.

That's a big claim , so let me explain.

I believe that AI will be the biggest technology wave of our lifetime. More opportunity, more disruption than anything prior. The reason is that unlike the internet and mobile, AI doesn't help you do work, AI does the work itself.

We are still early, but this will fully rewire how businesses and companies operate.

As a customer facing agent, Fin does huge amounts of work already, by fully resolving customer questions and issues. This has transformed the quality of experience our customers can deliver.

Operator is going to do the same for customer operations. Operator is an agent that is working in the background all the time, identifying patterns in customer data, opportunities for improvement, proposing changes, making changes, testing those changes, and setting them live (with your permission - for now).

In minutes, it is doing work that would normally take days and weeks.

Operator already performs at a very high level because it using our sophisticated and mature Fin technology layer, now years in the making, and including proprietary trained models specifically for customer experience.

To use Operator, you just talk to it.

We believe this mode of interaction is the direction of future software. The way we primarily use software today, the app UI, the navigation, the buttons, the dropdowns, will all fade into the background. Rather than clicking an app, you guide an Agent that does all the work for you.

I highly recommend watching this 7 minute demo, and thinking about what software will look like in the near future.

[Paul Adams @Padday]

RSVP here https://t.co/Blf5yVdIKq

[Paul Adams @Padday]

Tomorrow we're revealing Operator, live in San Francisco and online.

A new Fin product and honestly one of the most important (and impressive) things we've ever built.

An entirely new and better way to get work done. One of those products where you never go back to the old way.

Our early beta customers say the same thing!

I'd love for you to come in person if in SF (I'll be there), or tune in.

Our launch event also has some other excellent things happening:

- A fireside about the future between @destraynor and @ilyaf (@kleinerperkins )

- We've opened up our very popular Fin Labs to some other companies we think are building really great products and they'll be there demoing their latest work. We have @NotionHQ, @linear, @meetgranola, @framer, @get_sphere, and @OutsetAI !

RSVP here fin (dot) ai (slash) hello or get the direct link in the comments!

[Paul Adams @Padday]

@eoghan A fun and exciting day here, recognising everything we've accomplished so far and everything we've yet to do!

It's still very early in the life of Fin :)