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Fin

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technology2 months ago•12 min saved

Salesforce to acquire Fin to accelerate AI-powered customer service

Salesforce has signed a definitive agreement to acquire Fin (Intercom) for about $3.6 billion, expanding its AI-powered customer-service capabilities by integrating Fin’s AI Agent with its Agentforce platform to deliver faster, end-to-end autonomous support across channels for businesses of all sizes. The deal is expected to close in Salesforce’s fiscal Q4 2027 and is subject to regulatory approvals, with no anticipated change to current financial guidance. Fin brings a global customer base of over 30,000 companies and an experienced AI team; its AI Agent reportedly resolves about 76% of support volume end-to-end.

via Salesforce Investor Relations|

#acquisition #agentforce #ai-agent

technology1 year ago•5 min saved

Intercom's Key Lessons for Building a Sustainable AI Edge

Intercom rapidly integrated AI into its customer service platform by experimenting early with models like GPT-4.1, establishing rigorous evaluation processes, and designing a flexible architecture, enabling them to deliver reliable, cost-effective AI-driven customer support and workflows. Their approach offers three key lessons: build AI-first systems from the ground up, experiment and evaluate models continuously, and design adaptable architectures for long-term success.

via OpenAI|

#ai #customer-support #fin