A developer is building InteraOne, an open-source AI assistant for customer support that can be embedded into web applications. The project aims to provide developers with a platform they can own and …
AI wrappers—thin layers over models like GPT-4—are dying as margins collapse, users shift to native tools, and enterprises demand integrated AI. Survivors fall into three categories: vertical AI agent…
A set of best practices for building AI agents that work reliably in production has emerged from teams at Anthropic, Cognition, and Intercom, focusing on four areas: context control, deterministic con…
Venture capitalist Orlando Bravo declared the 'SaaS apocalypse' over, stating AI is an enormous tailwind for software companies. Salesforce reported $11.1 billion in quarterly revenue, up 13% year ove…
Usage-based billing in AI products uses tokens, credits, or outcomes as the unit of consumption, each shifting risk differently between customer and vendor. Tokens, the cost unit of AI, are counted pe…
Honeycomb's engineering team more than doubled peak-weekday merges from ~30 to ~74 by April 2026, with AI-attributed code rising from near-zero to 82.6% of new code by June 2026, according to a blog p…
Honeycomb engineering team 2.5x-ed their throughput using AI without breaking quality, but the key lesson is that AI amplifies existing practices—it cannot fix a dysfunctional organization. The team e…
In about 30 days, three B2B companies—Salesforce buying Fin for $3.6B, Autodesk buying MaintainX for $3.6B, and Schneider Electric buying Cognite for $3.1B—each paid a giant premium to acquire proprie…
Fin has published a curated set of Claude Code skills and hooks used by hundreds of its engineers, alongside a framework distinguishing effective from ineffective skills based on its internal experien…
Fin CTO Darragh Curran writes that AI is an amplifier of existing engineering practices, not a magic wand, and that engineering rigor remains essential. The second edition of Observability Engineering…
A guide compares seven AI-powered customer success platforms that help SaaS teams reduce churn and drive expansion revenue by detecting behavioral signals and triggering automated interventions. The p…
Fin, the AI agent platform formerly known as Intercom, retired its in-house realtime system Nexus after AI changed the infrastructure requirements from signaling to delivery, achieving 99.9999% reliab…
A new survey of thousands of tech workers reveals that AI has split the workforce nearly in half, with one group thriving and another shaken, while burnout jumped 11 points in a single year. The study…
A developer argues that in-app support flows in delivery apps are critically undertested, as chatbot trees, live agent handoffs, and refund logic change frequently without triggering regression runs. …
Loveholidays engineer built a custom AI code review system using OpenAI's Codex agent to run locally within existing workflows, inspired by Intercom's approach. The system clones pull requests into gi…
A 2026 guide highlights the best AI tools for SaaS customer retention, noting that companies lose 5-7% of monthly revenue to churn. Tools like ChurnZero, Hellyeah, Gainsight, Intercom, Mixpanel, Custo…
Intercom's Agent Studio introduces an experimentation feature that lets teams run A/B tests on AI agent behavior, using customer conversations to guide improvements. The system evaluates changes again…
Intercom (now Fin) bet its survival on AI after facing declining revenue and the arrival of ChatGPT. CEO Eoghan and co-founder Des Traynor pivoted the company to focus on AI-powered customer service, …
Dotdotduck, an open-source Web Agent SDK that turns existing websites into AI-native sites by operating the DOM, was released on Hacker News. The SDK offers a palette UI, proactive offers, dwell-based…
A new AI-powered customer support platform, Seaticket, launched on Hacker News as a direct alternative to Zendesk, Intercom, and Freshdesk. The startup aims to disrupt the customer service software ma…