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. (:

Over the past two years we've transformed @intercom from a Saas company to an AI company. It has been exhilarating and energising. It's also been exhausting, hard, scary, and at times brutal. But out the other end we've @Fin_ai , a deep and powerful product, the best AI Agent for Customer Service in the market. We've a phenomenal business. Q1 this year was the best quarter for growth in our entire 13 year history. Q2 beat Q1. Our ways of working are leaner, faster, and more adaptable. We're now set up to win in this new era of technology. Every Saas company is going to need to do this. Including the hard, scary, brutal parts. @eoghan gave @lennysan the inside story on all of it. Highly recommended if you're going through this transition. Link in the comments.

Smart

Fin just passed 1M resolutions / week (Up from 600k a quarter ago) 1 resolution = 1 customer query that’s been successfully resolved in the eyes of the customer. Which often requires back and forth and work across multiple systems Using the following numbers from our customer base… If a human rep takes 9.8 mins to resolve a query, and has 5 productive hours a day, Fin is currently doing the work of 6,533 people That’s a BIG team (And with a mean customer wait time for a human response of 102 mins, vs an ~instant resolution by Fin, is saving customers ~111.8 mins of wait time for every query) Please find attached ChatGPT’s attempt at visualizing 6,533 people

76% of all of Intercom's customer support requests are now handled by an AI agent (Fin). Pretty wild. AI still feels nascent and yet in some places is doing a lot of very real work too