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Des Traynor
@destraynor
Co-founder of @fin_ai (fka @intercom).
1.5K Following    46.8K Followers
This was great fun, very well received, and @gavinjoyce did a stellar demo. It’s only been 1 week but @salesforce customers are clearly absolutely loving what they see in @fin_ai. I also managed to be the one guest speaker who didn’t get frame-mogged by @Benioff (granted only because he wasn’t on the stage)
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A really nice article about my favourite drink. (It’s still sad that there’s no Guinness emoji)
The best pint of Guinness in the world is served at a pub called John Kavanagh’s in Dublin. It is built into the wall of a cemetery. The pub doesn't allow music, singing, or dancing. There’s no TV. There’s no WiFi. If you want to eat, you must go next door to the restaurant. Anthony Bourdain, who visited in 2012, signed the guestbook “heaven looks just like this.”
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Great piece by Patrick. The world is awash with examples of ugly downgrades that seemingly happen without much discussion. In Dublin we are destroying an existing nicely designed central shopping centre to replace it with an aesthetic disgrace. Questions on my mind 1. How much of this ugliness is costs [x] regulation. Is ugliness just way cheaper given the regulations? 2. What is to be learned from products that can resist this? (e.g. buy a Fender Stratocaster today, it’s still iconic and sexy) 3. Are there any products/places consistently getting more attractive? (Software? Consumer hardware?)
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Someone asked me recently why I’ve become interested in aesthetics after having spent most of my life more interested in STEM-adjacent topics. I hadn’t really considered the question consciously before, but I’m certainly thinking about aesthetics more than I used to. I think it’s a confluence of things: • Many things today are ugly and far uglier than they used to be or need to be. Once you see this, it’s kinda hard to stop perceiving it. (Early twentieth century phone boxes versus modern phone boxes; old water fountains versus new water fountains; etc.) As someone with a naively meliorist assumption that most things should be getting better rather than worse, it’s all a bit perplexing: why did we stop doing things nicely? Is it a choice? Was there a malevolent spell cast upon us? This vein led me to think more about modernism and why much of art became more intentionally "challenging", grotesque, opposed to prettiness, rebarbative, dissonant, etc. Can or should anything be done about this? Is this just how things ought to be? • Relatedly, much of modernism involved a kind of explicit repudiation of cultural continuity and represented a schism with prior practices. This is maybe most evident in American architecture, where the International Style exhibition in 1932 initiated the displacement of a rich tapestry of prior styles. This cultural break seems important and interesting to me, and I suspect that the rejection had important consequences outside of the aesthetic domain. Samuel Hughes has been exploring this question in his recent writing at @WorksInProgMag; @RuxandraTeslo is also pulling on this thread. Elaine Scarry wrote about how beauty inspires creation. If so, the inverse may also be true: ugliness inhibits it. • It’s clearly the case that changes in the aesthetic domain can at least inspire progress in other places. Petrarch helped set some of the preconditions for the Renaissance which in turn fostered the scientific revolution and Enlightenment. Things like World Fairs (the 1851 Fair at the Crystal Palace recorded 6 million admissions when the population was 21 million) reflect the popular interdependency that used to exist between aesthetics and material development. • @tedgioia and others have written about stuck culture and how so many domains seem to have ceased to straightforwardly advance in the way that they did up until the nineties or thereabouts. This is obviously peculiar and interesting. What changed, and what does it mean? Is it about the internet and fragmentation? Is it about a loss of supply? Is it just about having reached the zenith of various mediums? • I’m generally interested in markets and the dynamics of creation. In aesthetics broadly, I find the reflexivity between supply- and demand-side factors to be very thought-provoking. There’s a natural desire to view satisfaction of individual preferences as the yardstick to measure market success, but things get interesting and even a bit unsettling when we start to think about how the supply might start to shape the demand. I often think about this in the context of food. Why is food so much worse in Germany than many of its neighbors? Germany certainly doesn’t have less material ability to produce good food; indeed, Germany is richer than the countries around it. There’s probably something about German food supply chains that is impoverished relative to France and Italy, but the Germans themselves don’t seem too upset about it. It just seems that the Germans are stuck in an objectively worse market equilibrium than their neighbors: the food is bad and they’ve gotten used to it. The obvious question then is where else these kinds of reflexive patterns apply, and where else we’re stuck in some objectively inferior equilibrium, even if preferences are in some superficial sense being sated. • While this is an extremely banal and obvious point, I hadn’t until recently thought much about or internalized how much one can study reasonably objective things ("the status of women in society", say) through artwork. (Thanks to @_alice_evans for opening my eyes here.) In this vein, I’m pretty excited about the possibilities over the coming years in computational art analysis. I want something that’s conceptually similar to Google Ngram timelines but for the visual arts. • We've always tried to do things well at Stripe. I've come to see that attempting to do them beautifully is often a helpful way to break out of standard practices and to do something with greater novelty and in a way that might have other benefits besides. (Also, excellent people want to do great work because it is intrinsically satisfying. Explicitly allowing aesthetic considerations to carry weight avoids having to justify every assessment with some kind of torturous empiricism.) • In his Nobel Lecture, Solzhenitsyn said that, among the Platonic virtues of goodness, truth, and beauty, that beauty is special, for it possesses a unique kind of irrefutability. He notes that arguments, writing, and philosophical systems can all be predicated on misapprehensions, but that “a true work of art carries its verification within itself.” He proceeds to observe that when goodness and truth are threatened, the “ever surprising shoots of beauty will still force their way through.” There is a lot of specious and motivated reasoning in the world today and plenty of questionable value systems. I don’t think that beauty directly reflects any definitive trait, but I’m intrigued by the idea that it can be a marker of deeper metaphysical coherence.
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Very cool.
Most UI sounds still feel cheap because they’re just MP3s. built synthesised tactile feedback that generates on the fly. crisp clicks, satisfying toggles, proper error tones. 2kb. zero files. zero dependencies.
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“this would've taken 3 engineers with full context on the codebase about a year” Instead it took 11 days with Fable. We are in a new world of software. by @jarredsumner is excellent
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I'm giving a keynote titled "The Next Generation of Software" this Wednesday at @RaiseSummit in Paris. (Some teaser slides included) Come say Hi if you're around.
Messi somehow just disappears and reappears You'd think "Mark Messi closely" would be the strategy 1. Very closely marked as he passes 2. 3 seconds later entirely unmarked 3. A single second later he's in acres of space to score Yes this was Algeria but he does it everywhere
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Welcome @fin_ai to the Ohana! Inspired by our customers Anthropic, Whoop, Lattice & so many others to bring the best of both worlds together in creating the Agentic Enterprise! Beyond excited to work with my good friend @eoghan. ❤️🇮🇪
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Company transformation only happens through inspiration or desperation. When you can't find the former, the latter always shows up.
Apex Flash is very cool, but tune in tomorrow for a launch that’s even cooler.
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…
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I receive this pitch approximately 5 times a week. (some great companies being built to be clear, but there will most definitely be a 'merge and converge' period in our future)
I'm in Berlin this week keynoting at @uxdxconf, and @techeurope_'s Applied AI conference. My talk is about about how AI changes what you build, how you build, and how quickly it happens. If you're here, say hi! Some teaser slides attached.
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Our new product, Operator, is prototypical of how all B2B software will be built. Say what you want and leave the rest to us. These 3 demos show case Operator doing analysis and synthesis, with dynamic UI, and inline collaboration. It's very, very, cool.
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Intercom is now Fin. And Fin has a lot more exciting stuff to come this week, this month, and this year.
Today Fin moves beyond Customer Service Fin now does specialized roles, starting with Sales, live today Fin already knows your business + products perfectly, it's already integrated with your systems and matches your brand Now Fin engages, qualifies, and books leads too!
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