Agentic dog food on the menu - how Salesforce has built Fin into its own support activities and what customer learnings have emerged
One of the phrases heard most frequently from Salesforce execs is ‘Customer Zero’, which in the real world means that the firm eats its own proverbial dog food when it comes to the tech it sells to others. It usually refers to home-grown innovations, such as Agentforce, but also to products it’s bought in, most recently the agentic Support tech from the $3.6 billion acquisition of Fin that closed last month.
Finn is now running on the help.salesforce.com portal, a site which boasts 60 million visits per year. But it’s not just about sheer numbers of visits, says Emily Winslow, Senior Director of AI Products and Customer Success at Salesforce, it’s the 2.2 million user cases that lie behind them:
That's where the rubber really hits the road for us. When we think about rolling out a technology, we can't afford not to experiment, so when we think about something...
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