Salesforce Bolsters Customer Service AI with Fin Acquisition

Salesforce has completed its acquisition of Fin, formerly Intercom, adding an AI customer agent platform and more than 30,000 companies to its customer base.

The deal marks a significant expansion of Salesforce's customer service AI offerings as businesses increasingly adopt automated support tools across various channels, including chat, email, WhatsApp, SMS, voice, and Slack.

'Fin brings proven agent technology and an extraordinary AI team to Salesforce, making Agentforce even more powerful for customer service,' said Marc Benioff, Chair and CEO of Salesforce.

According to Fin's AI customer agent platform, it reports an average resolution rate of 76% across customer service interactions.