Fin | Intercom

Fin, formerly Intercom, Inc., builds AI software for customer experience. Founded in Dublin in 2011 by Eoghan McCabe, Des Traynor, Ciarán Lee and David Barrett, the company first became known for Intercom, a business messaging and customer support platform. In March 2023 it launched Fin, an AI agent built on large language models, which became its main product. In May 2026 the company renamed itself Fin. Intercom was kept as the name of its helpdesk platform, which had just been rebuilt as Intercom 2.

The company now has two product identities. Fin is a single customer-facing AI agent that works across the customer journey. Fin for Service resolves support queries. Fin for Sales qualifies and converts inbound leads. Fin for Ecommerce handles shopping and retention. The agent works over voice, chat, email, social channels and Slack. It can carry out multi-step tasks such as updating accounts, processing refunds and troubleshooting technical issues, using Procedures and integrations through its API, data connectors and MCP. Fin runs on proprietary Apex models trained for customer service, and Fin Operator is a companion agent that monitors and tunes Fin for support operations teams. Fin integrates natively with the Intercom helpdesk but also works with Salesforce, HubSpot, Freshdesk and others. Intercom itself provides an omnichannel inbox, ticketing, proactive messaging and AI-assisted tools for human agents.

The company serves more than 12,000 Fin customers across software, ecommerce, gaming and financial services. It pioneered outcome-based pricing, charging per resolution. Salesforce completed its acquisition of Fin in September 2026 for about $3.6 billion. Fin continues operating within Salesforce's AI organization and competes in the fast-growing market for AI customer service agents.

Keywords: AI customer agent, customer service automation, conversational AI, helpdesk software, AI agents, customer support, omnichannel inbox, ticketing, AI sales agent, ecommerce support, voice AI, outcome-based pricing, generative AI, customer experience, CX