Salesforce completed its acquisition of Fin on Thursday, bringing the customer service AI company formerly known as Intercom into its business. The same week, Business Insider’s Katie Roof and Ben Bergman reported that Salesforce has held talks to buy a second AI startup, Listen Labs, for around $2bn.
Business Insider said the Listen Labs talks were not finalised and could still fail. Neither company responded to its requests for comment. TNW has not independently verified the report.
Fin is now part of Salesforce
Salesforce first agreed to buy Fin for $3.6bn in June. Its closing announcement says Fin brings more than 30,000 customer companies and its own AI models trained for customer service.
Fin’s agent answers customer queries across chat, email, WhatsApp, SMS, voice and Slack. The company says it resolves 76% of queries on average without a human. Fin will sit inside Salesforce’s AI Labs and keep serving its existing customers.
