Comment by tcp_handshaker

Dont worry this is Marc Benioff burning another 3 billion, on a non profitable company, while regularly showing up on CNBC to claim Salesforce was doing so much Agentic AI...

Hopefully Salesforce did their due diligence, because the "AI agent" story here on Intercom (Fin) seems highly inflated. The product seems to be a a hybrid of RAG, some post trained models, curated help center content, custom answers, workflows, a bunch of if-else rules, API connectors, escalation logic, and specially generous resolution accounting.

Calling every solved interaction with the "AI did it" is misleading unless they separate confirmed resolutions from assumed resolutions, and disclose how much came from rules and workflows or custom answers versus LLM reasoning...

From their own docs, it seems a Fin "outcome" can be counted on, not only when a customer confirms resolution, but also ...when the customer simply does not ask for more help after Fin responds...A very soft resolution metric...