We just raised $250M to build the Customer Agent
Fin is the leading Service Agent product by any interesting metric. Customer count (8k), average resolution rate (67%), revenue (approaching $100M). Our average win rate against all ~three dozen competitors is in the 70s. And the most impressive brands in the world, like Anthropic, Snowflake, and Polymarket, run on Fin.
But it’s leading in a very crowded field. With this round, the total amount raised in just 3 years in service agents alone is over $1B.
In this game, differentiation is everything. So how do we compare?
We’re a product, not a consulting contract. Yes, we too have the charming forward deployed engineers who will come and eat your snacks. But in 2026, you want to move fast and use a robust, purpose built platform, and then manage it yourself too.
We have a help desk, not just an agent. Agents are about to do all the things, but humans are not going away for a long time either. We have many great customers on Zendesk, Service Cloud, and more. But most love the seamlessness of Intercom + Fin.
We have the highest performing agent because we run on our own AI, not just the generic models that our competitors must use. Our models are trained on billions of proprietary human customer experience datapoints and built by our 60 person strong AI group.
Not bad.
This might be just fine if your author was satisfied with win rates in the 70s.
…
Your author is not satisfied with win rates in the 70s.
And so we’ve been building item number 4 on this list, the Customer Agent.
Answering service questions is a neat trick, makes customers happy, and saves a pretty penny. But it’s not nearly taking advantage enough of the tech we’ve got in 2026. In the very near future, every single digital business customer will have an intimate, warm relationship with an agent that never leaves their side. From day zero, to year ten. It will know and remember every single pertinent thing about the individual it’s serving. It will thread the needle between the customer’s goals and the business’ goals, for their mutual success and satisfaction. We announced this plan in October 2025 at our customer event, Pioneer, and recently our competitors have started to talk about this too. But the vision I’ve described thus far is where theirs stops, and yet we’re only getting started. Our agents will be more than a “concierge.” Ours will handle more than what, in the lingo of yesteryear, our competitors call “interactions.” These agents will be sellers and advisors, teachers and experts. They will achieve so much more than efficiency, they will allow what was heretofore impossible with humans: truly perfect customer experiences.
I’ll stop myself before I get lost in my own hot air and say only that we can’t wait to show you what we’ve built. Very soon. We have significant brands now running large parts of their customer operations in a way that just months ago they never thought would be possible. We’re generating tens of millions in additional pipeline for one customer alone. And delighting their customers in the process. And we’re doing it with a new conversational paradigm that’s never been seen before.
There are some advantages to being ✨ an incumbent ✨. One is cashflow. Our white hot startup competitors have raised hundreds of millions over the past couple years. But we have hundreds of millions in gross profit to spend EVERY YEAR. So, thus far, we’ve been able to go way harder and move far faster than the new guys. But the Customer Agent opportunity is just too damn big to not go even harder at, and that’s what this new capital is for.
One fun part of this story is that this $250M is… debt! There’s bountiful equity ready to go for AI companies, and we raised $100M last year for an employee tender offer. But if you ask me, diluting your shareholders for capital you can get at a mere fraction of the cost with debt is undisciplined. Access to debt is yet another advantage the late stage companies have that I expect we’ll see a lot more use as they pivot to AI.
We’re excited to partner with Hercules Capital on this deal and to bring you major new Customer Agent releases this year, with the first next month.
PS: We’re very much hiring. 650 new people this year alone. All the roles in all the places—SF, Dublin, London, Berlin, Chicago, Sydney.