Legacy CX Platforms Turn to AI-Native Acquisitions as Agent Race Heats Up

Are enterprise CX teams ready for the next phase of AI in customer service?In this CX Today interview, Nicole Willing speaks with John Kim, Co-Founder and CEO of delight.ai, about Salesforce’s acquisition of Fin (formerly Intercom) and what it signals for the future of customer experience.Kim explains why the deal reflects a wider shift in the market, as established customer service platforms look to acquire AI-native capabilities rather than build everything internally. Kim also explores the difference between legacy helpdesk platforms, AI-native providers, and older chatbot vendors trying to adapt to the large language model era.Kim outlines the questions buyers should ask vendors around AI readiness, data use, production rollout, privacy, compliance, and trust.For enterprises weighing their next move in AI-powered customer service, the discussion offers a timely look at where the market is heading and what leaders need to prepare for.For more Customer Experience tech news visit https://www.cxtoday.com