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Fin Ideas

March 2026

Never waste a good crisis
Building reliable AI products amongst the chaos
 • Anne Marie Kingsland
The age of vertical models is here
Last week we quietly shipped the most significant new technology in the customer service agent category since we started it three years ago.
 • Eoghan McCabe
What we're learning from engineers getting the most from Claude Code
Workflows, mindset, and the anxiety most people aren't talking about
 • Andrew Walker
We Gave Claude Code to Everyone at Intercom. Not Just Engineers. Everyone. It Took Us a Few Weeks.
How we did it. What we learned.
 • Andrii Yakovenko
How we design when the code writes itself
AI isn't just increasing the speed of building, it's changing how we work
 • John Moriarty
How we use Claude Code today at Intercom
The road to a full-stack engineering platform
 • Brian Scanlan
The last internal dashboard we’ll ever build
Why we're rebuilding our data layer as a product
 • Michael O'Boyle
“You can’t protect something that’s going to die”
How Intercom met the AI age
 • Anne Marie Kingsland
We just raised $250M to build the Customer Agent
Fin is the leading Service Agent product by any interesting metric.
 • Eoghan McCabe
Stop speed-dating Agents
Breaking up is hard to do
 • Ciaran Nolan
How Intercom Cut $250K/Month by Ditching GPT for Qwen [Chain of Thought]
The counterintuitive findings from scaling Fin to 1M+ resolutions per week
Published on Chain of Thought • 
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