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. (:

Two months ago, we announced Apex 1.0, the world's first proprietary CX model that beat all foundation models on resolution rate, latency, and cost for customer experience use cases. No other company, whether new startup, or incumbent has since released anything comparable. Today, we release a further brand new model called Apex Flash. A smaller model with high performance, but specifically designed to be even faster. There are instances where you're happy for a model to take its time, but in many cases, time will always be of the essence. That's where our new model comes in. And tomorrow, we're announcing our first major new product that runs on Apex Flash…

McKinsey is “under pressure from clients” to change its business model due to AI. Instead of tying fees to hours worked —AI can do analysis, diagnosis and reports in minutes — clients want “to tie its fees to outcomes achieved” (eg. lower costs, higher revenues, increased market share). One consulting examples is Rolls-Royce: since 2018, the engine maker charges does a “power-by-the-hour” programme, which charges *fixed* fee for every hour an engine is in the air (fee covers maintenance, repairs and replacements costs). Many SaaS firms have also pivoted to outcomes based. Fin’s AI chatbot charges $1 per customer case resolved. iDenfy bills £1 per ID verification. Salesforce now lets users pay per task.

This is an excellent analysis of our name change by one of the greatest living business theorists, @bmoesta. Obviously, it's an epic glaze of @destraynor and I, but I'm sharing more just as an educational perspective on our decision. He describes this through his lens of jobs-to-be-done, and the essential point is that for software companies to stay relevant and alive, they may need to think about solving a higher-level job with AI rather than just enhancing their existing solution to solve the same job. This is where basically all software is failing at the moment, in my opinion.