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Des Traynor

Des Traynor

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Co-founder of @intercom, creators of @fin_ai

Recent Posts

Start AI Support Early to Scale Customer Experience
Social•Feb 12, 2026

Start AI Support Early to Scale Customer Experience

A lot of people think Fin is only necessary when you're "at scale" and until that point you should do your own support. I understand the thinking, but it misses out of what your customer's experience is. The reality is Fin lets you offer instant accurate replies in every language and timezone, and that's what customers actually want (for many query types). Here we see Jake from Siro , a young start (doing extremely well), using Fin for 250+ tickets per month, while leaving the knottier more open-ended issues to their team. Another advantage of starting AI early in your functions is that you scale things the right way first time.

By Des Traynor
Fin Automates Refunds, Upgrades, and More—No Human Needed
Social•Feb 6, 2026

Fin Automates Refunds, Upgrades, and More—No Human Needed

One thing most people don't realise about Fin: Fin fully resolves complex queries (refunds, amendments, upgrades etc) end to end, no humans needed. Example: it can discuss a refund with a customer, calculate if it is eligible according to the refund policy,...

By Des Traynor
Fin AI Adds Auto-Docs, Visual Answers, Integration Alerts
Social•Feb 5, 2026

Fin AI Adds Auto-Docs, Visual Answers, Integration Alerts

Some great new @Fin_ai features just launched Fin will now: 1. manage your docs for you, based on what it sees your team saying. 2. share useful images/gifs in answers to your customers. 3. highlight missing integrations + data that would...

By Des Traynor
Fin Automates Docs: Writes, Updates, and Learns
Social•Feb 5, 2026

Fin Automates Docs: Writes, Updates, and Learns

Fin will now literally manage your docs for you - it'll let you know what's wrong, out of date, duplicated, or missing. It'll also write the docs for you too. All you need to do is approve the changes and...

By Des Traynor
Early AI Adoption Gives Competitive Edge in Customer Service
Social•Jan 28, 2026

Early AI Adoption Gives Competitive Edge in Customer Service

The 2026 Customer Service Trends Report is out. Every year we interview over 2,000 CS leaders to discuss what's happening in AI & Customer Service, and publish a full 50 page report of everything we've learned. 4 Key ideas for me: 1. it's...

By Des Traynor
AI-Powered Content Suggestions Keep Docs Fresh Automatically
Social•Jan 27, 2026

AI-Powered Content Suggestions Keep Docs Fresh Automatically

Support teams have always found it incredibly hard to keep docs/help centres up to date with policy & product changes, but it's more important now than ever before. Docs are load-bearing infrastructure in the AI era. Hence one of my favourite features...

By Des Traynor
Building Reliable AI Requires a New Empirical Playbook
Social•Jan 19, 2026

Building Reliable AI Requires a New Empirical Playbook

I had a wide ranging chat with Eléonore about Intercom, Fin, and a variety of topics * Why did we need to drop everything and run to AI immediately, and do so regardless of the cost. * Building reliable AI...

By Des Traynor
Rethink Support: Metrics, Structure, and AI-Driven Roles
Social•Jan 16, 2026

Rethink Support: Metrics, Structure, and AI-Driven Roles

Patrick McKenzie is one of the sharpest thinkers in the game, 6 years at Stripe where he remains a Strategic Advisor, and he is also a former Customer Support rep. We spoke about * customer support not as a cost...

By Des Traynor

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