Salesforce, the world's #1 AI CRM, today announced it has completed its acquisition of Fin, formerly Intercom, an industry-leading customer agent company. The close of the acquisition brings Fin's customer agent platform and world-class technical AI team to Salesforce, along with an established global customer base of more than 30,000 companies. Powered by the Fin model suite, the company's proprietary AI models trained specifically for customer experience, Fin's AI customer agent resolves complex queries end-to-end across every channel, including live chat, email, WhatsApp, SMS, voice, and Slack - achieving an industry-leading average resolution rate of 76%.
Salesforce completes acquisition of Fin, formerly Intercom
Brings customer agent platform and AI team to Salesforce
Fin serves more than 30,000 companies globally
Achieves industry-leading 76% average resolution rate
Resolves queries across live chat, email, WhatsApp, SMS, voice, and Slack
Fin will continue as part of Salesforce's AI Labs
"The #1 customer agent meets the #1 CRM," said Marc Benioff, Chair and CEO of Salesforce. "The future of customer service is autonomous, intelligent, and built on trust. Fin brings proven agent technology and an extraordinary AI team to Salesforce, making Agentforce even more powerful for customer service. Together, we're giving companies of every size the ability to deploy trusted AI agents from day one—accelerating time to value and delivering measurable outcomes at scale."
Fin's fast-to-deploy AI agent works seamlessly with the help desks and systems companies already use across the entire customer experience. Alongside Agentforce's deeply customizable platform, Fin broadens Salesforce's customer service AI portfolio and gives organizations more choice in how they adopt autonomous service – ranging from rapid deployment on existing systems to deeply tailored, enterprise-scale transformation.
"I don't think there's a technology quite like Fin in the customer space," said Eoghan McCabe, CEO and Co-Founder of Fin. "The big strategic benefit of our decision to join Salesforce is magnitudes more businesses and their customers that we can bring it to. Everyone wins when businesses can perfectly serve their customers."
As part of Salesforce's AI Labs, Fin will continue to serve its customers, advance its AI agent capabilities, and build market-defining AI models and technology.
About Salesforce
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