Salesforce Acquires Fin, Enhancing Customer Service Capabilities
Salesforce has completed its acquisition of Fin, formerly known as Intercom. The move 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.
The addition is expected to accelerate time to value and deliver measurable outcomes at scale for customers. Fin's proprietary AI models trained specifically for customer experience can resolve 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%.
Marc Benioff, Chair and CEO of Salesforce, said 'The #1 customer agent meets the #1 CRM. The future of customer service is autonomous, intelligent, and built on trust.' Eoghan McCabe, CEO and Co-Founder of Fin, added 'I don't think there's a technology quite like Fin in the customer space.'