Imagine if a conference talk, a podcast, and a video essay had a baby. And it was beautifully produced, had an important message, and Des Traynor was in it. Episode 1 of Off Script, a new series from Intercom: youtube.com/watch?v=qiWV0T…

From yesterday's Off Script... Solutions are temporary. Problems last forever. Obsess accordingly.

Today is the most exciting day at Intercom in many years 😃 Huge updates: 1 Launched a new product: Fin AI Copilot. A deep, personal AI assistant for every human support agent. 2 Launched a new vision for Customer Service: We call it ‘AI-first CS’. 3 Launched a new brand and

Here's a quick product overview of Fin, the AI Copilot for Customer Service (and how it fits into our AI-First CS vision) Enjoy!

Off Script S01EO2 drops this Thursday feature the one & only Paul Adams. Paul talks through the present and future of AI-First Customer Service, shares what we're building to realise that, and explains what it means to be properly AI-First.

Off Script Episode 2 is here and in it I outline why Customer Service is already one of the first industries to be fundamentally changed by AI. The new path is clear: an AI-first customer experience by default. We see incredible business opportunities, way beyond service, for

I announced internally last night that we’re going to invest an extra ~$100M to bring a new AI technology we’re dreaming about to market that we’re calling Fin X. Running a scaled company on your own cashflows brings wonderful discipline, and when I returned to Intercom in late

🚨Fin 2 has launched🚨 Spread the word. Intercom . com/fin

Pioneer was such an epic, incredible event – Intercom's first customer service summit, focused on the AI-driven transformation in the space. This video is so worth watching for everyone interested in this tech, not just CS.

We are, in other words, sleepwalking our way into fascism *exactly the same way previous countries have sleepwalked their way into fascism*. Exactly. All the same beats, the same dynamics, the same rhetoric. We have learned NOTHING from history. It's just fucking amazing.

We can look for rays of hope, but the reality is this is a major tectonic shift in world affairs. Trump’s likely victory will empower Putin, Orban, Netanyahu and right wing autocrats everywhere. The world hangs in the balance between democracy and tyranny

The biggest winners of today are Benjamin Netanyahu and Vladimir Putin.

Glory to Ukraine.

Opinion | Terrible things will now happen. There’s no point dressing it up, or pretending it’ll be better than it is. We are in serious trouble. We are in a moment of acute danger, the likes of which we’ve never really seen before 🖋️ Ian Dunt trib.al/Zfpdntg

Was fortunate enough to hear Jeremy Kahn in conversation with Mark O'Toole last week - very illuminating discussion about the implications of AI.

This is an absolutely fascinating conversation between Fry and Eno about AI – at turns hilarious and provocative. Really worth taking 20 minutes to watch.

G2 just named us the #1 AI agent on the market – and it’s all thanks to real feedback from people who actually use Fin. No fanfare. No empty promises. Just proof that AI is making a difference where it counts, helping CS teams do more, faster, and better. And we’re not stopping

92% of IC teams can’t prove ROI. That’s the challenge at the heart of our new research, based on insights from 5,000+ comms leaders. 👉 Explore the findings in our Measuring What Matters in Internal Comms report: internalcommsroi.workvivo.com/?utm_source=tw…