ProQuest: first Salesforce Partner to become a FIN Partner in Australia

Most of Salesforce's new AI agents were born inside Salesforce.

Fin wasn't. It's been answering customers since 2023, for a company with more than 30,000 business customers. Salesforce announced it was buying Fin in June, and the deal closed in September. 

So it isn't new. It just has a new home. ProQuest is the very first Salesforce partner in Australia to also become a Fin partner. We're pretty excited because Fin comes ready to go. Now we can help businesses get a proven AI agent working for their customers in less time, whatever help desk they use, not just the ones already on Salesforce.

What Fin does for you

Customers don’t care which help desk you use. They care whether their problem gets fixed. 

Fin is built to fix it, so your team isn’t doing it all by hand. 

• Answers customers in 45+ languages, any time of day. A customer can ask in Vietnamese at midnight and get a proper answer. No overnight queue for your team to clear in the morning.
• Handles all your customer enquiries. It follows the same steps your best team member would: check the order, apply the policy, process the refund, confirm it’s done. Fewer tickets bouncing back and forth.
• Works across chat, email, phone and social. It answers emails and web forms, and picks up the phone too. You get the same quality of service on every channel, without staffing each one.
• Personalises every answer from your customer data. It pulls in the customer’s details and history, so the answer fits their order, their plan, their situation.
• Hands over to your team with the full story. When a customer needs a person, it passes on the conversation, a summary and any updates it made. Your team picks up right where it left off.

The upside for your team? Fewer repeat questions, and more time for the conversations that really need a person.

👉 See Fin, the AI service agent, in action

Casey or Fin? Aren't they the same thing?

Fair question. They're both customer service agents, and both are priced per resolution. You only pay when the agent fully solves the customer's problem.

But there are two big differences:

1. Fin doesn't need Salesforce behind it. Casey is built on Agentforce, inside Salesforce. Fin runs on its own platform, and sits alongside Agentforce. You install it on Service Cloud and configure it, or run it on Zendesk, HubSpot, Freshdesk or Intercom instead. If your service team uses a mix of tools, or isn't on Salesforce yet, Fin still works.
   
2. The engine is different. Fin runs on Apex, its own AI built just for customer service and trained on billions of real support conversations. It reports Apex gives fewer wrong answers than general-purpose AI. That matters when a refund or a customer's trust is on the line.

3. Fin has been doing this job for longer. It draws on 15 years of Intercom helping businesses talk to their customers. It runs on its own AI models, built only for customer service and trained on billions of real support conversations. 

So is Casey out? Not at all. Casey is a strong choice if your service team lives in Salesforce and you want everything built on Agentforce. 

But Fin is more mature, it’s quick to set up, and now it’s a Salesforce product. That's why we're backing it.

Where Fin came from

Intercom started in 2011, helping businesses talk to their customers through chat. By the time it launched Fin in 2023, it had spent over a decade learning what customers ask, and what a good answer looks like.

• It got better, fast. In its first year, it resolved about half of the questions it received. Today it averages 76%, and many teams see 85% or more. The agent your customers meet now is a lot sharper than the first version. 
• Real businesses, real results. Anthropic, the company behind Claude, chose Fin over building its own. In the first month, Fin saved the team more than 1,700 hours. Today it resolves 79% of Anthropic's conversations on its own. 
• It's built to keep customer data safe. It is independently audited against global security and privacy standards, including SOC 2, ISO 27001 and GDPR. And for Aussie businesses, Fin can host your customer data in Australia. 

And Salesforce backed it in a big way. In May 2026, Intercom renamed itself Fin, because the agent had become the business. Salesforce then paid about US$3.6 billion for it. 

As Marc Benioff put it: "The #1 customer agent meets the #1 CRM." 

ProQuest and Fin: trying it on ourselves first

We've been building AI service agents since late 2024, for businesses like Kudosity, Kogan.com, and Henry Schein. We've seen what a good agent can do for a service team. 

Fin has us genuinely excited.

So we're doing what we'd tell any customer to do. Start with your own questions. We're putting it to work on ProQuest's own customer support first.

Why ourselves? Because we want to know how it handles real, messy questions before we recommend it to anyone. What it gets right. Where it needs a hand. How long setup really takes.

Then we'll bring it to our customers, and to many more Aussie businesses that want to look after their customers better.

And we'll share what we learn along the way. The wins, the surprises, the lessons. Stick with us and you'll get a front-row view of the latest with Fin.

Not sure if Fin or Casey fits your business? Book a 30-minute chat with our team.
Bring your top customer questions. We'll tell you straight which agent we'd start with, and what it could take off your team's plate.