Intercom

Freepik spent 6+ months trying to get AI support to work natively inside Salesforce with three engineers and countless iterations. But no production deployment… Then they tried Fin. “In just a few days of integration, we had the same quality we'd been working toward for six months… It was super fast to implement and way easier to maintain.” – Pablo Maximiliano Nicolini, Customer Service Manager at Freepik Today they’re using Fin for Salesforce to achieve: ~18k resolutions every month 59% resolution rate 40% of all support fully automated They kept their Salesforce setup exactly as it was. Fin just plugged in and started working. When AI actually works, it looks like this. Read the full story below 👇

Over the last few weeks, we’ve explored what AI transformation looks like in practice. Through the lens of our 2026 Customer Service Transformation Report findings, we’ve drilled into what it takes to move from one stage of the journey to the next. But the conversation doesn’t end here. In our new “Blueprint” newsletter, we’ll go deeper on the operational questions CX leaders have about the practical realities of building AI-first customer experience: • How to structure your team. • What to measure and when. • How to keep the system improving once the initial momentum flattens out. • What's actually working for teams further along than most. Read the conclusion of the “transformation in action” series here and subscribe for more in the comments below. 👇

Snowflake is the data and AI platform behind some of the world's most innovative companies - we rely on it every day at Intercom. Proud then that Snowflake is now using Fin to power their customer service. Excited for Fin and Cortex to work together to deliver perfect customer experience.

Last week we kicked off Fin Labs in Paris. A three-day event bringing together customer service leaders to get hands-on with AI. Day 1 started with the fundamentals. Deepina unpacked what AI Agents are, how they've evolved, and where the real opportunities lie for CX teams today. Then Maxime and Caitlin helped teams map their path from early adoption to true AI maturity. The afternoon shifted from strategy to execution, with hands-on sessions for Fin customers focused on improving performance, accuracy, and real-world outcomes. We closed out day one with a major product announcement: the launch of Monitors, giving teams complete control over conversation quality and the confidence  that every conversation is handled the way they want. A big thank you to everyone who joined us. We'll be sharing more from Fin Labs Paris in the days ahead.

“Agents are undoubtedly the new major technology. The challenge is understanding what’s happening behind the scenes.” Fin is resolving 2 million queries every week. That scale requires confidence. So we’ve launched Monitors in Fin, giving you the most powerful observability suite in the market – with full control. Watch as our CPO Paul Adams explains how the Fin Flywheel opens up the black box of AI agents, and Liz Moy demos how Monitors works. ↓

At Fin Labs in Paris, Numan’s Rhidian Boobier and Glean’s Kat Crichton joined Ruth O'Brien to share what it really looks like to go AI first with Fin. Their teams are scaling to 100% involvement without sacrificing quality, and reaching 80%+ resolution rates while improving both CX and efficiency. And with tools like the newly released Monitors, teams can now review 100% of conversations, close feedback loops faster, and build trust in AI systems at scale. Watch now below ↓

We’ve just announced Monitors in Fin. Giving you complete control over your conversation quality, Monitors continuously watch and evaluate quality against your standards across both Fin and human conversations. So you have confidence that every conversation is handled the way you want. Watch Liz Moy demo Monitors live from Fin Labs Paris

The Fin team is on the ground in Las Vegas this week at Shoptalk Spring 2026. Join us at Mandalay Bay at Booth 2880 to grab a coffee and see the best performing Agent for ecommerce support. Stop by for live demos of Fin, try Fin Voice in our self-serve area, and come back for happy hour kicking off at 3pm. If you’re at Shoptalk, come by and see our team!