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A comment on Salesforce to Acquire Fin (formerly Intercom) for $3.6BN. Parent comment

Re:Salesforce to Acquire Fin (formerly Intercom) for $3.6BN by pixelready on Monday June 15, 2026 @01:12PM (#48544238)
Yeah, I think AI support is great for those low effort calls where someone wants something simple and clear and company policy is set up to just give it to them. That’s why a lot of people like Amazon’s bot, it has direct access to account details and can auto-approve simple things like a return that is slightly outside the return window etc…

But what you shouldn’t do is try to dress up adversarial policies behind a friendly customer service bot and then fire your entire support staff. That is immediately obvious and will drive people bonkers.

[ Parent | on HN ]
Re:Salesforce to Acquire Fin (formerly Intercom) for $3.6BN by MichaelZuo on Monday June 15, 2026 @02:31PM (#48545227)
It seems trivial to be upfront that its AI and for routine tasks only.

If a firm is so deceptive that they cant even do that, then they probably are deceptive in other ways too.

So its kind of a useful signal, ironically, for who not to do business with.

[ Parent | on HN ]