Salesforce announced on Monday its acquisition of AI customer service platform Fin for $3.6 billion. Fin, formerly Intercom, offers an AI agent for customer query resolution across multiple channels. The acquisition aims to enhance Salesforce's Agentforce platform with Fin's technology and team.
Salesforce announced its acquisition of AI customer service platform Fin for approximately $3.6 billion. The deal aims to enhance Salesforce's Agentforce platform by integrating Fin's AI agent capabilities across various communication channels.
Comedian-actor Vir Das accused Zepto of delivering a counterfeit Apple Watch worth Rs 50,000, citing poor customer service. Zepto has initiated an investigation and arranged a product pickup.
A "National Consumer Rage" survey reveals nearly 80% of Americans faced product/service issues in 2025, with many experiencing "rage." Factors include company consolidation, regulatory rollbacks, and AI customer service. Consumer advocates and experts highlight a "tsunami of fees" and a "toxic cycle" of frustration.
LG U+ has surpassed 10,000 customer ideas on its Simple Lab service in 7 months, with 1 in 10 ideas leading to service improvements. The company has implemented features like child communication fee management and favorites in the U+one app based on recurring customer feedback and inquiries.
Norse Atlantic Airways' reliance on AI for customer service has led to widespread frustration, difficulty reaching human agents, and a surge in scams targeting customers seeking refunds or flight changes. Many consumers have lost significant amounts of money after encountering fraudulent websites and phone numbers found through search engines.
The new features could be handy for customer service systems, but OpenAI says they have applications that work across a variety of other fields, including education and creator platforms.
Sierra, the customer service agent startup founded by Bret Taylor, has acquired YC-backed French startup Fragment, which helps businesses integrate AI into workflows. This is Sierra's third public acquisition, following purchases of Japan-based Opera Tech and voice agent company Receptive AI in late March. Fragment co-founders Olivier Moindrot and Guillaume Genthail will join Sierra. Terms of the deal were not disclosed. Pitchbook estimates Fragment raised around $2 million through its seed round.
Rolling coverage of the latest economic and financial newsRoyal Mail has promised to invest £500m over the next five years to improve its UK delivery service.The service is now working towards meeting its new postal delivery targets by May next year, after agreeing a plan to roll out changes to scrap second-class post on Saturdays.We recognise our service hasn’t always been the standard our customers rightly expect and we’re determined to do better. The plan we’ve set out today shows how we’ll make a step change in performance across the UK, backed by £500 million of investment over the next five years.”As well as fining Royal Mail £37 million for failing to deliver what customers expect and deserve, we’ve also been calling on the company to publicly set out a credible plan for change, backed by investment. Now that’s published, Royal Mail needs to get on and implement it. Their plan must deliver significant and continuous improvement, with performance getting back on track.”We welcome any serious proposal that seeks to reverse customer service failings at Royal Mail, but what really matters is what happens on the ground to make that change happen.Postal workers remain committed to delivering for the communities they serve, but they need the tools to do this.In campuses, we are seeing accelerating demand from a new wave of AI and innovation-led occupiers, driving strong rental growth in what remains a supply constrained market. Continue reading...
