Salesforce (NYSE: CRM), the world’s #1 AI CRM, today announced it has completed its acquisition of Fin, formerly Intercom, an industry-leading customer agent company. The close of the acquisition 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.
Powered by the Fin model suite, the company’s proprietary AI models trained specifically for customer experience, Fin’s AI customer agent resolves 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%.
“The #1 customer agent meets the #1 CRM,” said Marc Benioff, Chair and CEO of Salesforce. “The future of customer service is autonomous, intelligent, and built on trust. Fin brings proven agent technology and an extraordinary AI team to Salesforce, making Agentforce even more powerful for customer service. Together, we’re giving companies of every size the ability to deploy trusted AI agents from day one—accelerating time to value and delivering measurable outcomes at scale.”
Expanding Customer Choice and Accelerating Time to Value
Fin’s fast-to-deploy AI agent works seamlessly with the help desks and systems companies already use across the entire customer experience. Alongside Agentforce’s deeply customizable platform, Fin broadens Salesforce’s customer service AI portfolio and gives organizations more choice in how they adopt autonomous service – ranging from rapid deployment on existing systems to deeply tailored, enterprise-scale transformation.
“I don’t think there’s a technology quite like Fin in the customer space,” said Eoghan McCabe, CEO and Co-Founder of Fin. “The big strategic benefit of our decision to join Salesforce is magnitudes more businesses and their customers that we can bring it to. Everyone wins when businesses can perfectly serve their customers.”
As part of Salesforce’s AI Labs, Fin will continue to serve its customers, advance its AI agent capabilities, and build market-defining AI models and technology.
About Salesforce
Salesforce helps organizations of any size become agentic enterprises – integrating humans, agents, apps, and data on a trusted, unified platform to unlock unprecedented growth and innovation. Visit www.salesforce.com for more information.
Forward-Looking Statements
This press release contains “forward-looking statements” within the meaning of the Safe Harbor provisions of the Private Securities Litigation Reform Act of 1995 regarding the acquisition of Fin by Salesforce. Forward-looking statements involve substantial risks and uncertainties that could cause actual results to differ materially. Additional information concerning these factors is contained in Salesforce’s filings with the SEC, including its most recent Annual Report on Form 10-K and Quarterly Reports on Form 10-Q. Salesforce assumes no obligation to update these forward-looking statements, except as required by law.
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