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Salesforce agreed to buy AI customer service platform Fin, formerly Intercom, for $3.6 billion. The deal adds agents that resolve 76% of support queries autonomously across every channel to Agentforce. Fin brings 30,000 customers, a proprietary Apex model and fast deployment options for businesses of all sizes. The transaction closes later this year.
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Google Cloud's Gemini Enterprise for CX, unveiled at NRF 2026, deploys agentic AI to merge retail shopping and service, empowering early adopters like Kroger and Lowe's with autonomous agents for seamless journeys.
OpenAI and Anthropic intensify their rivalry for enterprise clients, targeting 40-80% of revenues from corporations amid cost pressures and IPO hype. Davos pitches, Agent Skills, and healthcare pushes define the high-stakes contest for AI dominance.
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Scott Russell became CEO of NICE in January 2025, focusing on artificial intelligence and cloud solutions to enhance customer experiences amid economic challenges. With extensive experience from SAP, Russell aims to strengthen customer loyalty, expand partnerships, and drive operational efficiency, positioning NICE for continued innovation and platform growth.
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