Salesforce acquires Fin, formerly Intercom, for $3.6 billion - Quartz

Salesforce just spent $3.6 billion to acquire Fin — the AI customer service tool spun out of Intercom — and the press release will tell you this is great news for enterprise customers.

Here's what it actually means for you.

Salesforce absorbed another point solution, which means another layer gets baked into a platform that's already too big to navigate without a dedicated admin or a consultant on retainer. Fin's AI support capabilities will eventually get folded into Salesforce's product roadmap — on their timeline, not yours.

If you've been burned before by a platform that promised "all your tools in one place" and delivered a sprawling mess instead, this move should feel familiar. Big acquisitions don't simplify anything. They add features you didn't ask for, deprecate workflows you depend on, and hand you a migration project dressed up as an upgrade.

The vendors keep consolidating. Your business keeps getting more specific. Those two things don't move in the same direction.

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Original Source

Salesforce $CRM has signed an agreement to acquire Fin, the AI customer ... customer relationship management products. Salesforce laid off ...