{
  "slug": "intercom-fin",
  "name": "Fin (formerly Intercom)",
  "url": "https://www.intercom.com/fin",
  "category": "customer-support",
  "tier": "venture",
  "one_liner": "Customer-service AI agent (Fin) with its own vertical model Apex; Intercom renamed itself Fin and has been part of Salesforce since Sep 2026.",
  "what_the_agent_does": "Fin resolves customer issues end-to-end over chat, email, WhatsApp, SMS, phone and Slack at massive scale (2M+ resolutions/week; 76% average resolution rate per Salesforce), now powered largely by the in-house Apex model, and since Apr 2026 also runs inbound sales conversations (Fin for Sales). Since the Sep 2026 close it sits in Salesforce AI Labs alongside Agentforce.",
  "business_model": "Outcome / resolution-based pricing within Intercom",
  "metrics": [
    {
      "label": "ARR",
      "value_usd": 100000000,
      "value_text": "surpassed $100M ARR, growing ~350% a year; Intercom overall ~$400M ARR (company, Apr 2026 Fin for Sales launch)",
      "as_of": "2026-04",
      "source_url": "https://siliconangle.com/2026/04/24/intercoms-customer-service-agent-takes-new-sales-role/",
      "source_name": "SiliconANGLE (company figures)",
      "age_days": 184,
      "older_figure": false,
      "source_sync_stale_since": null,
      "superseded": false,
      "link_check": {
        "status": "ok",
        "code": 200,
        "checked": "2026-10-16"
      },
      "verification": null
    },
    {
      "label": "ARR",
      "value_usd": 100000000,
      "value_text": "grown to nearly $100M in recurring revenue",
      "as_of": "2026-03",
      "source_url": "https://www.intercom.com/blog/announcing-fin-apex-the-age-of-vertical-models-is-here",
      "source_name": "Intercom blog",
      "age_days": 215,
      "older_figure": false,
      "source_sync_stale_since": null,
      "superseded": true,
      "link_check": {
        "status": "ok",
        "code": 200,
        "checked": "2026-10-16"
      },
      "verification": null
    },
    {
      "label": "Users",
      "value_usd": null,
      "value_text": "resolving almost 2M customer issues per week",
      "as_of": "2026-03",
      "source_url": "https://www.intercom.com/blog/announcing-fin-apex-the-age-of-vertical-models-is-here",
      "source_name": "Intercom blog",
      "age_days": 215,
      "older_figure": false,
      "source_sync_stale_since": null,
      "superseded": false,
      "link_check": {
        "status": "ok",
        "code": 200,
        "checked": "2026-10-16"
      },
      "verification": null
    },
    {
      "label": "Customers",
      "value_usd": null,
      "value_count": 8000,
      "value_text": "more than 8,000 customers; 2M+ resolutions per week (company)",
      "as_of": "2026-04",
      "source_url": "https://siliconangle.com/2026/04/24/intercoms-customer-service-agent-takes-new-sales-role/",
      "source_name": "SiliconANGLE (company figures)",
      "exclude_from_rank": true,
      "age_days": 184,
      "older_figure": false,
      "source_sync_stale_since": null,
      "superseded": false,
      "link_check": {
        "status": "ok",
        "code": 200,
        "checked": "2026-10-16"
      },
      "verification": null
    },
    {
      "label": "Valuation",
      "value_usd": 3600000000,
      "value_text": "acquired by Salesforce for approximately $3.6B, subject to customary purchase price adjustments (whole company, formerly Intercom; definitive agreement Jun 15 2026, closed Sep 10 2026)",
      "as_of": "2026-06-15",
      "source_url": "https://investor.salesforce.com/news/news-details/2026/Salesforce-Signs-Definitive-Agreement-to-Acquire-Fin/default.aspx",
      "source_name": "Salesforce press release (definitive agreement, Jun 15 2026)",
      "age_days": 123,
      "older_figure": false,
      "source_sync_stale_since": null,
      "superseded": false,
      "link_check": {
        "status": "ok",
        "code": 200,
        "checked": "2026-10-16"
      },
      "verification": null
    }
  ],
  "founded": 2023,
  "team_size_text": "~60-person AI group (Apex training)",
  "lessons": [
    "Domain-specific models can beat general frontier models on resolution rate/cost.",
    "Proprietary interaction data is a flywheel for vertical agents.",
    "Outcome pricing plus high resolution volume drives ARR.",
    "Expanding one agent from support into inbound sales reuses the same customer context and opens sales budgets, not just support budgets.",
    "A vertical agent can end up as the whole company: about two months after Fin passed $100M ARR, Intercom (renamed Fin) agreed to sell to Salesforce for ~$3.6B, roughly 9x the ~$400M overall ARR it disclosed in April (our arithmetic)."
  ],
  "tags": [
    "acquisition",
    "cx",
    "fin",
    "intercom",
    "salesforce",
    "vertical-model"
  ],
  "last_verified": "2026-10-16",
  "ownership": {
    "status": "acquired",
    "acquirer": "Salesforce",
    "as_of": "2026-09",
    "source_url": "https://www.salesforce.com/news/press-releases/2026/09/10/salesforce-completes-acquisition-of-fin/",
    "source_name": "Salesforce press release (acquisition completed, Sep 10 2026)"
  },
  "agentic_origin": "agent-added",
  "url_profile": "https://mrrledger.com/b/intercom-fin/",
  "annualized_revenue_usd": 100000000,
  "annualized_revenue_basis": "ARR",
  "confidence": null,
  "source_sync_stale_since": null,
  "older_figure": false,
  "verified_corroboration": null,
  "headline_verification": null,
  "age_days": 184,
  "tier_label": "Venture-backed",
  "tier_note": "Has raised outside venture funding (e.g. Y Combinator or VC rounds). Says nothing about revenue size.",
  "independent": false,
  "ownership_watch": null,
  "last_ownership_check": "2026-10-16",
  "revenue_disclosed": true,
  "badge_url": "https://mrrledger.com/badge/intercom-fin.svg",
  "badge_plain_url": "https://mrrledger.com/badge/intercom-fin-plain.svg",
  "growth_series": [
    {
      "as_of": "2026-03",
      "annualized_usd": 100000000,
      "label": "ARR",
      "value_usd": 100000000,
      "value_text": "grown to nearly $100M in recurring revenue",
      "source_url": "https://www.intercom.com/blog/announcing-fin-apex-the-age-of-vertical-models-is-here",
      "source_name": "Intercom blog",
      "confidence": null,
      "annualization": null,
      "source_sync_stale_since": null
    },
    {
      "as_of": "2026-04",
      "annualized_usd": 100000000,
      "label": "ARR",
      "value_usd": 100000000,
      "value_text": "surpassed $100M ARR, growing ~350% a year; Intercom overall ~$400M ARR (company, Apr 2026 Fin for Sales launch)",
      "source_url": "https://siliconangle.com/2026/04/24/intercoms-customer-service-agent-takes-new-sales-role/",
      "source_name": "SiliconANGLE (company figures)",
      "confidence": null,
      "annualization": null,
      "source_sync_stale_since": null
    }
  ],
  "related": [
    {
      "slug": "capacity",
      "name": "Capacity",
      "category": "customer-support",
      "tier": "venture",
      "category_label": "Customer support",
      "tier_label": "Venture-backed",
      "one_liner": "Unified agentic support and CX automation platform \u2014 AI agents, agent assist, auto-QA, and outbound from one knowledge orchestration layer.",
      "annualized_revenue_usd": 100000000,
      "revenue_disclosed": true,
      "confidence": null,
      "source_sync_stale_since": null,
      "url_profile": "https://mrrledger.com/b/capacity/",
      "compare_url": "https://mrrledger.com/compare/?a=intercom-fin&b=capacity",
      "score": 8,
      "why": [
        "same category",
        "same tier",
        "shared: cx",
        "similar scale"
      ]
    },
    {
      "slug": "decagon",
      "name": "Decagon",
      "category": "customer-support",
      "tier": "venture",
      "category_label": "Customer support",
      "tier_label": "Venture-backed",
      "one_liner": "Conversational AI agents for customer experience with Agent Operating Procedures.",
      "annualized_revenue_usd": 100000000,
      "revenue_disclosed": true,
      "confidence": "reported",
      "source_sync_stale_since": null,
      "url_profile": "https://mrrledger.com/b/decagon/",
      "compare_url": "https://mrrledger.com/compare/?a=intercom-fin&b=decagon",
      "score": 8,
      "why": [
        "same category",
        "same tier",
        "shared: cx",
        "similar scale"
      ]
    },
    {
      "slug": "respond-io",
      "name": "Respond.io",
      "category": "customer-support",
      "tier": "venture",
      "category_label": "Customer support",
      "tier_label": "Venture-backed",
      "one_liner": "AI-powered customer conversation platform: one team inbox plus AI Agents across WhatsApp, TikTok, Instagram, Messenger, voice and more for mid-market B2C.",
      "annualized_revenue_usd": 35000000,
      "revenue_disclosed": true,
      "confidence": null,
      "source_sync_stale_since": null,
      "url_profile": "https://mrrledger.com/b/respond-io/",
      "compare_url": "https://mrrledger.com/compare/?a=intercom-fin&b=respond-io",
      "score": 8,
      "why": [
        "same category",
        "same tier",
        "shared: cx",
        "similar scale"
      ]
    },
    {
      "slug": "retell-ai",
      "name": "Retell AI",
      "category": "customer-support",
      "tier": "venture",
      "category_label": "Customer support",
      "tier_label": "Venture-backed",
      "one_liner": "Developer-first platform for building and running AI phone agents for call centers.",
      "annualized_revenue_usd": 80000000,
      "revenue_disclosed": true,
      "confidence": null,
      "source_sync_stale_since": null,
      "url_profile": "https://mrrledger.com/b/retell-ai/",
      "compare_url": "https://mrrledger.com/compare/?a=intercom-fin&b=retell-ai",
      "score": 8,
      "why": [
        "same category",
        "same tier",
        "shared: cx",
        "similar scale"
      ]
    }
  ]
}