Fin CTO Darragh Curran, in an open letter to engineering leaders, argues that AI is not a magic wand but an amplifier of existing engineering practices, making engineering rigor more critical than eve…
KeyBanc Capital Markets' SaaS Survey shows companies with net revenue retention above 120% grow three times faster, making customer success a high-leverage growth function. The article compares seven …
Fin, the AI agent platform formerly known as Intercom, replaced its in-house realtime system Nexus with Ably AI Transport after AI conversations changed infrastructure requirements, achieving 99.9999%…
A new survey of thousands of tech workers reveals that AI has split the workforce nearly in half, with one group thriving and another shaken, while burnout jumped 11 points in a single year. The study…
A developer argues that in-app support flows in delivery apps are critically undertested, as chatbot trees, live agent handoffs, and refund logic change frequently without triggering regression runs. …
Loveholidays engineer built a custom AI code review system using OpenAI's Codex agent to run locally within existing workflows, inspired by Intercom's approach. The system clones pull requests into gi…
A 2026 guide highlights the best AI tools for SaaS customer retention, noting that companies lose 5-7% of monthly revenue to churn. Tools like ChurnZero, Hellyeah, Gainsight, Intercom, Mixpanel, Custo…
Intercom (now Fin) bet its survival on AI after facing declining revenue and the arrival of ChatGPT. CEO Eoghan and co-founder Des Traynor pivoted the company to focus on AI-powered customer service, …
Dotdotduck, an open-source Web Agent SDK that turns existing websites into AI-native sites by operating the DOM, was released on Hacker News. The SDK offers a palette UI, proactive offers, dwell-based…
A new AI-powered customer support platform, Seaticket, launched on Hacker News as a direct alternative to Zendesk, Intercom, and Freshdesk. The startup aims to disrupt the customer service software ma…
Fin (formerly Intercom) has created a Forward-Deployed Data Scientist (FDDS) role to measure AI ROI for enterprise customers, complementing Forward-Deployed Engineers. The FDDS defines success metrics…
Klarna's 2024 announcement that its AI agent replaced 700 human agents backfired when customer satisfaction dropped, forcing the company to rehire in 2025. CEO Sebastian Siemiatkowski acknowledged the…
Databricks reported $6.9 billion in annualized recurring revenue, up 80% year over year, widening its lead over Snowflake to $1.6 billion. AI products now account for $1.7 billion of Databricks' ARR, …
Salesforce agreed to acquire AI customer-service company Fin for approximately $3.6 billion, aiming to bolster its Agentforce platform with a packaged autonomous support solution. The deal, expected t…
A developer launched Opencom, an open-source alternative to Intercom for customer support chat, featuring a knowledge base, AI support, and mobile apps. The project aims to provide a self-hostable sol…
Salesforce agreed to acquire Fin, formerly Intercom, for $3.6 billion in the largest deal ever for an Irish-founded tech firm. The AI customer-service agent company will bolster Salesforce's Agentforc…
Salesforce announced on Monday its $3.6 billion acquisition of agentic AI firm Fin, formerly known as Intercom, to enhance its AI capabilities for customer service. Analysts expressed concerns about i…
Salesforce agreed to acquire Fin, the customer agent business formerly known as Intercom founded by Eoghan McCabe, for approximately $3.6 billion. The deal is expected to close in the fourth quarter o…
Moving AI agents from prototype to production introduces seven critical problems, including unreliable retrieval, tool failures, and lack of observability. Vanta tested its Fin AI Agent on 400 real co…
Salesforce acquired AI customer service platform Fin for $3.6 billion to enhance its Agentforce enterprise platform. Fin's AI agent resolves customer queries across multiple channels, and the deal is …