Salesforce Bolsters Customer Service with Fin Acquisition

Salesforce has finalized its acquisition of Fin, a customer agent company that previously operated as Intercom. The move brings Fin's AI-powered customer agent platform and team to Salesforce, along with an established global customer base exceeding 30,000 companies.

The combined strength will provide Fin's proprietary AI models trained for customer experience, enabling the AI customer agent to resolve complex queries across various channels, including live chat, email, WhatsApp, SMS, voice, and Slack. This achievement boasts an industry-leading average resolution rate of 76%.

According to Marc Benioff, Chair and CEO of Salesforce, 'The #1 customer agent meets the #1 CRM.' He emphasized that Fin brings proven agent technology and an extraordinary AI team to Salesforce, making Agentforce even more powerful for customer service. This integration will give companies 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 existing help desks and systems across the entire customer experience. Alongside Agentforce's customizable platform, Fin expands Salesforce's customer service AI portfolio and provides organizations more choice in adopting autonomous service, ranging from rapid deployment to deeply tailored enterprise-scale transformation.