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

Dublin
Joined May 2007
Better conversations ↓ Better content ↓ Better conversations ↓ (loops forever)
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If you work in software, with software, or are reliant on software in some way, it's worth watching @destraynor's keynote from Pioneer, because it's all about to change. It's on YouTube: youtube.com/watch?v=FENL6Olv…
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Markham Nolan ☘️ retweeted
Having a train that takes you directly to the airport is genuinely one of the top 10 things a city can offer. No expensive taxis, no sitting in traffic, no begging someone to drop you off. Just get on the train and arrive at the airport. Every major city should have this.
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Up until it left the ramp it just really, really sucked. More so than any car in the history of the world.
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Some things lodge in your head and you can't bloody shake 'em. From last week's strategy keynote at Pioneer, here's @destraynor on how marketing product features is likely going to change dramatically. (Talk here: pioneer.fin.ai/watch/tools-s…)
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A take on yesterdays AI summit in Dublin that pierces the milquetoast, non-combative PR treatment it inevitably receives in Ireland.
Hello from Dublin airport as I'm leaving the International AI Summit with something close to existential dread from being exposed yet again to the parallel reality in which much of Europe’s political establishment appears to be living. The summit was literally organized around the theme of European competitiveness. Yet from the plenary stage, I heard from mostly American companies (fair play to them, Ireland is home to their international HQs) coupled with European politicians advancing claims that the AI Act, DFA, CADA and other digital rules somehow make European startups more competitive and that regulation is what will stop AI agents from “escaping their sandboxes." Meanwhile, you could walk around the innovation hall and struggle to find any of the major European AI companies that are actually trying to compete at the frontier. Panel after panel returned to the same comfortable and boring platitudes about trust, values, guardrails and responsible innovation. There is an huge disconnect from the real world. In a desperate pursuit of sovereignty for sovereignty's sake and an ever-growing digital maze of bureaucracy, Europe will fall behind in AI. We will have fewer frontier companies, less capital, less compute and dramatically less appetite for risk than the US or China. We will also be incapable of grasping (or, at a minimum, understanding) the opportunities ahead of us. Instead, we keep congratulating ourselves on having built a telegraph cable in the 1800s (!?) and now the world's most elaborate regulatory framework and call that a competitive advantage. One of the few genuinely refreshing interventions came from Siemens CTO and Chief Strategy Officer Dr. Peter Koerte, who spoke frankly about some of the real obstacles European innovators face. I will keep saying this until I'm blue in the face: Europe does not have an AI values problem, it has an AI competitiveness problem. But I’m increasingly worried that many of the people supposed to solve either don't have the intellectual capacity or curiosity to do so. To end on a positive note: the event was super slick, and the logistics were very straightforward. Congrats to the Irish government for their ability to put together a great experience for their guests, for being so welcoming, and attracting a very high caliber of speakers. #AISummitIE #Ireland2026EU
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When we put on an event like Pioneer at @fin_ai, customers are incredibly generous to give us a full day of their time. So it's really important to us that we reward them with great storytelling and a super clear vision of the future as we see it. I think we did that last week.
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This was such a great event
We believe perfect customer experiences are now possible. At Pioneer, we shared how we’re making that happen, together with CX leaders operating at the frontier, from some of the fastest growing companies in the world. Watch all the Pioneer sessions at pioneer.fin.ai
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Agh, missed the tenth anniversary of this night. I have never enjoyed editing a story more, nor been more proud of the author (@RyanBeckler) who was a relatively junior social media editor at the time. His car got towed. A wonderful piece of writing. medium.com/@vocativ/the-last…
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Markham Nolan ☘️ retweeted
If confirmed, this is telling: Russian data centres get hit, and online activity around AfD suddenly plummets. 📉 So much talk about German patriotism… then the connection from Russia goes down. 🤔🇷🇺
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According to Cloudflare Data Explorer the amount of russian bot traffic has dropped to 49% after Ukraine struck a yandex data center. Could this disrupt the midterm elections in the US?
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Pro wrestling vibes
Newsmax is premiering something called "The Big Beautiful Trump Show" tonight
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All super intelligence is artificial intelligence. Not all artificial intelligence is super intelligence.
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We’re all marketing to agents now.
Assorted things I've been mulling over regarding agents in the economy: • Companies are in some sense the original superintelligence. It's often the case that they can use their amortized cognitive surplus to advance their interests against those of certain consumers: relative to the optimization capacity of companies, consumers can be inattentive, underinformed, irrational, etc. (Think, say, of some of the classic insurance upsells at the end of a booking process, which is typically priced substantially above what a regular policy would cost.) Herbert Simon introduced the idea of bounded rationality, and firms often end up benefiting from it. Thanks to personal agents, we will probably get somewhat more rational in how we engage with companies. • How exactly will outcomes change? Well, certain kinds of price discrimination will work less well (how do coupons work if every agent hunts fastidiously for them?), and certain kinds of customer cross-subsidy will change (today, people who forget to cancel subscriptions subsidize those who don't). Taken across the economy as a whole, I'm not sure what the incidence of all of this will be. • In corporate strategy, people have long debated the relative importance of distribution and product quality. Perhaps you've made something better, but does anyone know about it? Won't people just continue to buy the ACME Corp Mousetraps? Personal agents will, I think, act as a kind of structural subsidy for product quality. How would markets look different if individuals always spent at least 10 hours researching their purchases? On the margin, focusing on making a product better is, I think, going to become a more effective strategy for companies. This is good! • It true, a corollary is that information about product quality will become more important and impactful. Today, most people have very limited ability to aggregate and integrate such data, but agents will have insatiable thirst for such signals. (It's often said that data is becoming more valuable because it helps in the training of models. That's obviously true, but I think there's a secondary way in which it's more valuable simply as a complement to cheaper intelligence.) • A big question is whether agents will increase superstar effects (rational agents all settle on the same product) or increase dispersion (because everyone has slightly different tastes and preferences, which agents are good at eliciting, finally overcoming the artificial clustering we've been subjected to). • Many internet companies have monetized demand routing, which is in turn often predicated on short attention spans. "I'll click on the first thing I see." This has led to some amount of inefficiency, as companies try to propitiate capricious ranking algorithms and incur various placement fees. It's not all deadweight loss (willingness to pay is itself a kind of signal, which is valuable to buyers), but it's not great. How will the nature and value of this routing change in a world of personal agents? I don't know the answer, but I think that the effects might be pretty big. • Much of what I'm writing hinges on the assumption that personal agents will be on the consumer's side. I suspect that that will be the winning strategy, but whether it's true, and what it means to be true, involves a lot of other questions. Taken as a whole, the market is a massively parallelized, decentralized, and highly imperfect value attribution machine, and, taking stock of all of the effects, it seems to me that the quality point may well be the biggest: that agents will change the nature of the backpropagation such that the rewards for better products increase. Maybe this is too optimistic, but I suspect (and hope) that companies that make things that they're proud of will feel that the universe is a little more partisan in their favor.
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Markham Nolan ☘️ retweeted
Today we're announcing Fin 4. A major step toward a fully agentic customer experience. Watch Paul Adams, our Chief Product Officer, introduce Fin 4 live at Pioneer in San Francisco. Learn more about Fin 4 at fin.ai/fin4
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Markham Nolan ☘️ retweeted
The post-AI mindset when it comes to evolving your company. Watch @destraynor's session, "We shape our tools and thereafter our tools shape us" in full at pioneer.fin.ai
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Markham Nolan ☘️ retweeted
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
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We’re underway at Pioneer, with @Padday talking through the new @fin_ai & @intercom product features in Fin4. Follow along via the livestream at pioneer.fin.ai
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T-minus 2 hours until the livestream kicks off
Pioneer is tomorrow – the summit for CX leaders operating at the frontier. Tune in virtually from anywhere to: → Hear how CX leaders from @AnthropicAI, @Clay, @Salesforce, @AppFolio, @Nuuly, @GammaApp, and @teachable are delivering exceptional customer experiences. → Learn hard-won lessons from leaders transforming their orgs. → Be the first to see Fin's next major product announcements. Register now and save your spot using the link in the replies.
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