Des Traynor

Co-Founder Fin

Des Traynor is a Co-founder and the Chief Strategy Officer of Fin (formerly Intercom) and sits on Fin's board of directors. Des has led many teams within the company, including Product, Marketing, Customer Support, and Content, and has been directly responsible for building out even more functions within Intercom as well. Today, Des oversees Fin's R&D team, based in the Dublin and London offices.

CX Travel and Hospitality Exchange - Day 2

12:00 Fireside Chat | Personalisation at Scale: The Role of AI Agents

Travel is inherently personal, but for many companies individualized service can be difficult to scale. Done well, AI agents can close that gap – helping customers find the right hotel or destination, supporting them after they book, and responding immediately when delays, cancellations, or other unexpected events disrupt their plans.

Delivering that experience requires the AI agent to move beyond providing information to actually solving problems and completing tasks on the customer's behalf. Its value comes from understanding what the customer is trying to accomplish, remembering relevant context, drawing from trusted information and knowing when a human should step in.

Des Traynor, Co-founder and Chief Strategy Officer at Fin, has spent the past three years building and deploying Fin, an AI agent that can work across the entire customer journey. In this conversation, Des will explore how travel companies can leverage their existing data and content base, expand their support operations without sacrificing quality, and deliver experiences that feel genuinely personal at scale.

Check out the incredible speaker line-up to see who will be joining Des.

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