Salesforce announced Monday that it will acquire AI customer service platform Fin for $3.6 billion. Fin, formerly known as Intercom, offers AI agents that can resolve customer questions across a variety of channels, including live chat, WhatsApp, SMS, phone, and Slack.
Salesforce says it wants to use Fin’s team and technology to improve Agentforce, its existing enterprise platform that companies can use to build custom AI agents that automate tasks.
“Fin brings an incredible AI team that complements Agentforce with proven agent technology, a deep commitment to customer success, and powerful service agent capabilities,” Salesforce CEO Marc Benioff said in a statement. “Together, we will help companies of all sizes seize this opportunity, accelerating time to value by partnering with trusted agents who deliver measurable outcomes at scale.”
The deal is expected to close in the last quarter of Salesforce’s 2027 fiscal year, but due to the company’s financial reporting methodology, it is actually scheduled for the first few months of 2027.
“Dear customers: Over the past few years, we have been hard at work shipping, most recently including our breakthrough model Apex and our paradigm-defining internal agent Operator,” Fin co-founder and CEO Eoghan McCabe wrote in an X post. “Thanks to the resources at Salesforce, this will only accelerate, yet in substance very little has changed. I will continue to be CEO, Des will continue to lead research and development, and we are both committed to continuing to lead the category. We deeply and deeply appreciate your trust in us.”
