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Today is very exciting day for us.
I'm so happy and proud for what this means for every single one of our team who worked so hard, and I'm so incredibly thankful for everyone who supported us in any and every way along this journey, and also thankful to all our customers who always believed in us, both big & small.
This is a huge day, but of course our story continues, our regular product launch cadence will shortly :) – at Dublin City, Ireland
We’re excited to share that we just signed an agreement for @salesforce to acquire @fin_ai for ~$3.6B. The transaction is expected to close in the fourth quarter of Salesforce’s fiscal year 2027.
Fin started as Intercom 15 years ago. We changed our name to cap our transformation just weeks ago. We were a darling of the SaaS era and invented so many of the patterns you see in software today. Nearly four years ago, in need of a reboot, we jumped on weeks-old modern LLMs to create and define the category we know as Customer Agents today.
Salesforce invented modern software and SaaS. And @benioff is like the final boss of tech founder CEOs. In seat for 27 years, he’s one of the last of his era. Still pushing, pivoting, placing big bets. It’s a privilege for @destraynor and I to get to partner with him and join forces with Salesforce upon close at this most fascinating time. And will be very fun to get their help bringing Fin to magnitudes more consumers.
To our customers: Over the past few years we’ve been shipping intensely. Including recently our groundbreaking model, Apex, and our paradigm-defining internal agent, Operator. With the resources of Salesforce this will only accelerate. And yet little will practically change. I’ll still be CEO, Des will still be running R&D, we’ll both still be committed to continuing to lead this category. Thank you very sincerely and deeply for your belief in us.
To all of our friends, our families, and our employees, past and present: While this is not the end, it is a major, pivotal, special, and emotional moment for us. From the bottom of our hearts, thank you. For everything.
To my cofounders, my exec team: Look what we built. Four young lads with a dream and nothing to lose. And a home grown exec team who pulled off the greatest and arguably only late stage software company pivot to AI, and invented one of the most important categories in AI. Thank you for sticking through all of this with me.
And now, time to get back to work. See you at our next product launch in a couple weeks. (:
When we shared our 2x initiative and ambition the most common criticism/snark was that this would just produce lots of bugs and outages.
In reality it’s quite the opposite.
The @finkd+@alexandr_wang episode of Cheeky Pint is very illuminating
Meta are exceptionally positioned in AI
They are excelling at models, agents, software, and hardware
They have a phenomenal depth of strong product+tech leaders
They have one of top ~3 distribution engines on the planet
They have a founder/CEO with majority control who can thus make big bold swings like throwing $100B at a project
And they have a very cohesive strategy
I can't think of another company with all these advantages
(Apple should be closer, but that's for another day) – at Dublin City, Ireland
Cheeky Pint has quietly become the single best podcast for understanding what's going on in tech
The guests are exceptional, the discussions are unapologetically deep, and it seamless covers every aspect of tech, hardware, software, b2b, b2c, infra, product, robotics etc. – at Dublin City, Ireland
Finally, some respect has been put on my name.
I think you're missing the point young sirs.
We had our intern go and make the real chart of what really matters
Tis not how many pints one drinks but how fast one drinks them
@destraynor nabs it on this one with 1 pint per 43 minutes, sorry @elonmusk
This is the most insulted I've ever been on Twitter in ~20 years, and that's saying something.
Not to pull receipts, but I was the first multi-pint drinker on Cheeky Pint, and we spoke in detail about various beers on the episode itself.
No one goes harder in AI CX than Fergal and his group.
The latest Apex model releases are stellar
We’re pleased to announce the launch of our 2.0 series of Fin Apex models!
We think these are the best models for customer service.
They are incredibly fast and efficient to run, but even beyond that, we’re seeing an increasing, not shrinking, performance gap between our specialised models, and the general frontier.
We recently did a backtest against Astra, an amazing general model, and you’d expect overkill for customer service - but it still underperforms Apex on our particular tasks.
So, at least in our experience, there’s still a lot of room for domain specific customisation.
We try to give some flavour of the sort of tradeoffs necessary to achieve this performance in the launch post:
fin.ai/blog/announcing-apex-…
We launched a lot today:
* @fin_ai now does Customer Success
* It has skills letting it dynamically work out how to solve unseen problems
* Operator has massive new features
* Intercom Helpdesk has a new Copilot & Human In the Loop features
* 3 new CX models released
* + more – at San Francisco, CA
No. I'm just highlighting that no matter how high tax gets "just .1% more" will always sound like an attractive proposal, so if we follow it we will end up on the far side of the Laffer curve.
An easy way to add polish + remove the vibe coded feel (aka purple web 3 gradients etc.) from your work:
1. Sound effects from @dwhitedesign's cuelume-site.pages.dev/
2. Animations from @Jakubantalik's Transitions.dev
3. UI from @shadcn's ui.shadcn.com/ – at Dublin City, Ireland
Recommendations from others
Icons
@nucleoicons nucleoapp.com/
@_phosphoricons phosphoricons.com/
@AriaIcons github.com/LeulAria/Aria-Ico…
UI Polish/Animation
@TomiAbeStudio polish.tomiabe.com/
@saurra3h beui.dev/
@emilkowalski emilkowal.ski/skill – at Dublin City, Ireland
This is very cool.
An agent for handling all your government interactions, from driver tests, to marriage certs, and everything in between
I would love to see an equivalent for Ireland
Chief Design Officer @jgebbia officially unveils America.gov, the new online home for the United States of America
95% of PM skills/dogma are hopelessly out of date/irrelevant
Historically PMs did things like tightly manage scope and prioritise key features as they were constrained by developer capacity and UI usability
Today agents write code and agents also use the features for users. – at Dublin City, Ireland
Everything Everywhere All Once is a movie, not a product strategy.
Weak PMs only cut features as there was
a) no one to build them, or
b) nowhere to put them
The job today is picking "what are the most important skills we need to be world class at" and staying focussed on that – at Dublin City, Ireland
High quality launch videos were good proof of...
1. conviction: you believed in your startup enough to justify the cost
2. work: faking a good product UI etc. was hard
3. taste: doing it in a thoughtful timely manner was difficult
AI reduced them to a pre-launch checklist item – at Dublin City, Ireland
This viral Stripe chart shouldn't surprise anyone.
It's EU policy coming to its conclusion.
This is what we get when we celebrate publishing regulatory pdfs and closing critical energy sources.
We should get used to charts like this.
So when I speak Europeans campaigning (aka glueing-their-hand-to-something) for all this degrowth wankery, I'm always puzzled as to why exactly. The degrowth is already here—it's just not evenly distributed
Here's 9 facts
1. Productivity growth numbers in the US vastly outpaces EU equivalents. (e.g. 2022→2025 shows a 7x difference)
2. The tech sector alone explains accounts for ⅔ of the EU–US productivity gap since 2000, according to ECB.
3. In 2024 + 2025, 5 AI heavy companies—Nvidia, Meta, Microsoft, Alphabet and Amazon—accounted for 40% of the S&P 500’s total return.
4. Competing in AI requires 3 essential ingredients: capable models, advanced chips, and affordable electricity. So naturally the EU is working against this.
5. Electricity: EU prices for energy-intensive industries are ~2x US levels and 50% above China’s, according to the IEA. Why is this?
6. European governments left themselves dangerously dependent imported gas, while also pulling batshit moves like closing nuclear plants. EU carbon pricing added insult to injury.
7. Models: The EU AI Act adds compliance requirements, training-data + copyright policies, and plenty of risk-management obligations. As with all things EU they'll never explain fully how to be compliant until you're in court. The result: is minimal model development in EU and very delayed AI product+feature roll out from big (easy-to-fine) companies.
8. Chips: Europe’s semiconductor ambitions are undermined by insufficient investment, fragmented funding, slow delivery, and of course high operating costs. Net effect is they're on course to miss their 2030 goals by >40%
9. Putting it all together, we’re making it harder and more expensive to resource, build and deploy AI in Europe, and risking another decade of falling behind.
The result will be even slower growth relative to the rest of the world. – at Dublin City, Ireland
