The four of us embarking on the adventure of a lifetime:

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. (:

Two months ago, we announced Apex 1.0, the world's first proprietary CX model that beat all foundation models on resolution rate, latency, and cost for customer experience use cases. No other company, whether new startup, or incumbent has since released anything comparable. Today, we release a further brand new model called Apex Flash. A smaller model with high performance, but specifically designed to be even faster. There are instances where you're happy for a model to take its time, but in many cases, time will always be of the essence. That's where our new model comes in. And tomorrow, we're announcing our first major new product that runs on Apex Flash…

I suspect society has finite capacity to absorb events like this while clinging to comforting lies: ‘diversity is our strength’, that every culture is equally worthy of respect, or that minorities in Western countries are oppressed rather than coddled.

It was a weird corner case issue (i.e. the only type of thing you ever ask to talk to someone about) and to my surprise, the AI chatbot understood it and told me the correct answer. The company was Anthropic; unsurprising in retrospect.

This is an excellent analysis of our name change by one of the greatest living business theorists, @bmoesta. Obviously, it's an epic glaze of @destraynor and I, but I'm sharing more just as an educational perspective on our decision. He describes this through his lens of jobs-to-be-done, and the essential point is that for software companies to stay relevant and alive, they may need to think about solving a higher-level job with AI rather than just enhancing their existing solution to solve the same job. This is where basically all software is failing at the moment, in my opinion.

Venture Beat talked to @brian_donohue and wrote this excellent article about Fin Operator and what it means for support operations venturebeat.com/technology/i…

Great product release this evening. Streaming here on X too: x.com/i/broadcasts/1dKrPEpDD…

The average Irish person basically shares this guys published views. Many here also support Luigi leftism. So strange to me that it’s socially acceptable, and the media encourages it.

In one year, @Intercom went all-in on Claude Code, doubling the throughput of their entire engineering and R&D org. Now 95% of daily code is AI-generated, with 1,000 weekly users enabled across the whole company (including sales, marketing, and finance). @brian_scanlan shares how they got there and where they’re going next on the next episode of On Rails with host @robbyrussell: podcast.rubyonrails.org/2462…

Last week I wrote about how we smashed our 2x goal at @intercom - and one number attracting the most surprise: 19% of PRs now auto-approved by AI, no human in the loop. Today @gregolsent and Niamh Young published the deep dive on how we built this, and why it makes us safer, not less safe.

I think this is pretty cool: fin.ai/sales The timeline is accelerating, more new stuff will be coming soon :)