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Salesforce acquires AI customer service platform Fin for $3.6 billion to enhance its Agentforce platform with advanced AI agent capabilities.
Intercom, the customer communication platform, announces it is rebranding its company name to Fin, reflecting its focus on its AI customer agent platform. The Intercom product name will continue as the customer service software.
Intercom shares three lessons from rapidly adopting AI to transform their customer service platform: testing models early and deeply, building AI-first from the ground up rather than bolting it on, and using rigorous evaluation processes to quickly adopt new models like GPT-4.1.