Diego Ballona

We’re excited to share that we just signed an agreement for @salesforce to acquire @fin_ai for ~$3.6B. The transaction is expected to close in the fourth quarter of Salesforce’s fiscal year 2027. Fin started as Intercom 15 years ago. We changed our name to cap our transformation just weeks ago. We were a darling of the SaaS era and invented so many of the patterns you see in software today. Nearly four years ago, in need of a reboot, we jumped on weeks-old modern LLMs to create and define the category we know as Customer Agents today. Salesforce invented modern software and SaaS. And @benioff is like the final boss of tech founder CEOs. In seat for 27 years, he’s one of the last of his era. Still pushing, pivoting, placing big bets. It’s a privilege for @destraynor and I to get to partner with him and join forces with Salesforce upon close at this most fascinating time. And will be very fun to get their help bringing Fin to magnitudes more consumers. To our customers: Over the past few years we’ve been shipping intensely. Including recently our groundbreaking model, Apex, and our paradigm-defining internal agent, Operator. With the resources of Salesforce this will only accelerate. And yet little will practically change. I’ll still be CEO, Des will still be running R&D, we’ll both still be committed to continuing to lead this category. Thank you very sincerely and deeply for your belief in us. To all of our friends, our families, and our employees, past and present: While this is not the end, it is a major, pivotal, special, and emotional moment for us. From the bottom of our hearts, thank you. For everything. To my cofounders, my exec team: Look what we built. Four young lads with a dream and nothing to lose. And a home grown exec team who pulled off the greatest and arguably only late stage software company pivot to AI, and invented one of the most important categories in AI. Thank you for sticking through all of this with me. And now, time to get back to work. See you at our next product launch in a couple weeks. (:

We're announcing the most significant new strategic development since the start of the Customer Agent category: Fin now has specialized roles. And starting today anyone can sign up for and deploy the Fin Sales Role in minutes. Fin is now by far the very best sales agent on the market, and it's been live with some of the most innovative digital brands for months, conversing with thousands of prospects, aiding discovery, building pipeline, booking meetings and starting trials. We started the Customer Agent category with a focus on service by launching Fin three months after the launch of ChatGPT. Since then Fin has continued to lead the space, today delivering over 2 million resolutions a week for over 8k customers, including Anthropic, DoorDash, Snowflake, Asana, Mercury, Polymarket and many more exceptional brands. But our vision for Fin has always stretched far beyond service. And for the past 6 months we’ve been building Fin as a single Customer Agent, delivering a seamless experience across all stages of the customer lifecycle. We do not believe customers or businesses will want multiple agents for different parts of the lifecycle—because the agents won’t have shared memory and goals, and will have to compete with each other, delivering a poor customer experience and sub-optimal business results. We’ve more roles to come, including another dropping in two weeks. For now please watch our launch video or visit our launch page to learn more: fin DOT ai SLASH sales

2025 is the year that AI agents will start taking human jobs in the United States, and beyond. Here’s what it means for humanity: We’re now sharing the planet with an intelligence that’s comparable to that of some humans. 99.99% of people  have not deeply internalized what this means. AI is not just an efficiency technology—yes, AI agents are cheaper than humans. But more than that, it’s a results technology. AI is far superior to humans in a number of disciplines—just look at the dramatically reduced number of crashes self driving cars have vs human drivers. This means that the quality of our lives are about to dramatically improve. Without humans in the loop in a range of jobs, the quality of work done will skyrocket. This means that those doing the most repetitive work, work that requires little ingenuity or creativity or soul, will be freed of that. Yes, there is often great purpose and beauty and value and nobility in humble work. But let’s face it, most “humble work” today makes people unhappy or unsafe or both —whether that be in soulless offices, or at the frontiers of our physical world. Finally, as AI agents start to take human work, many will need to reskill as they move out of it. This is not new either —my mom started her career manually doing arithmetic in the accounting office of the Department of Education in Ireland. Then spreadsheets happened, and her role in the Department changed too. But will the shift this time be far quicker? I think it’s naive and disingenuous to say that there certainly will not be some human suffering here. But in the near term, at least, I think AI agents will be a net benefit for humanity. Regardless, AI agents are happening. Their dominance, soon, is a certainty. The genie is out of the bottle. The only option for America, and those countries who wish to be part of the future, is to embrace them. What it means for domains that lean on entry-level talent, like customer service: Looking back in a year or two, there will be a distinct before and after moment. We’ve been asleep to the mediocrity in service that’s the result of the limited supply of affordable human work. Service right now is miserable! Multi-day waits, on hold for hours, phone trees, passed around departments, call-backs, shitty copy and paste emails, lazy support reps. That ends this year. Every single customer will receive incredibly attentive, personalized, charming, funny, intelligent, intuitive, perfect, expert assistance. 100% of online businesses will have an AI service agent in 1-2 years (and I and we will stop saying “AI service agent”, just “service agent”—just like we no longer say “cloud”). Support leaders who are experts at managing humans will be far less important. AI support leaders who are experts at managing agents will be far more important. This will be a distinct, specialized job. We are not prepared for the LinkedIn job title updates! This role will require very different types of brains and interests than those leading service teams today. Finally, “service agents” will become “customer agents”. Consolidation between service, success, sales, marketing has happened at a vendor level (e.g. buy your apps for each function all from Salesforce) and more slowly at a software level (e.g. Intercom combined some support and marketing and even sales functionality 10 years ago)—but really that dream kind of stalled. The human functions, and thus the interfaces you need to build for them, are too damn different. It’s not impossible to do. But it’s very hard. But with agents and AI systems, so much is abstracted into the system and out of the workflow UIs used by the humans, so this dream will finally start to come true. Very soon, AI service agents won’t just do service. But far more interesting than everything above, there’ll be surprises even this think boy can’t imagine. Let’s check in in a year.

Happy to oblige, sir. Fin by @intercom has ~3,900 customers. On average it resolves 54% of all queries sent its way. When properly configured, it increases CSAT! 🫡