Salesforce Acquires AI-Powered Customer Service Firm Fin
Salesforce has completed its acquisition of Fin, formerly known as Intercom, a customer service automation company. The deal brings Fin's AI-powered agent platform and team to Salesforce, along with over 30,000 customer companies.
The platform operates across multiple channels including live chat, email, WhatsApp, SMS, voice, and Slack, boasting an average resolution rate of 76%. Fin's technology is powered by its proprietary model suite, designed for customer experience. The acquisition expands Salesforce's AI offerings in customer service.
Marc Benioff, Chair and CEO of Salesforce, said 'The #1 customer agent meets the #1 CRM.' Eoghan McCabe, CEO and Co-Founder of Fin, stated that joining Salesforce would allow them to serve 'magnitudes more businesses and their customers.'