A Salesforce sign at an office in San Francisco, California, on February 25, 2026.
Benjamin Fanjoy | Getty Images
sales force announced Monday that it will acquire AI customer service platform Fin for approximately $3.6 billion as the company accelerates its offering of enterprise agent services.
The deal, which is expected to close in the fourth quarter of the company’s fiscal year 2027, complements the company’s flagship Agentforce platform and provides additional ways to deploy agent-based artificial intelligence, the company said in a release.
Salesforce says Fin’s main product is an AI agent that can resolve queries in chat, email, WhatsApp, text messages, phone calls, and Slack. This agent is powered by a proprietary AI model known as Apex.
“Together, we will help companies of all sizes seize this opportunity, accelerating time to value with trusted agents that deliver measurable outcomes at scale,” Salesforce CEO Marc Benioff said in a release.
Like many software-as-a-service companies, Salesforce is battling concerns that new AI tools will make its business model obsolete. Against this backdrop, Salesforce stock lost more than a third of its value in 2026.
At the same time, the rise of agent AI is increasing competition and forcing companies to invest more in more autonomous technologies for their customers.
CEO Eoghan McCabe said in a post on social media platform
McCabe has publicly supported President Donald Trump, posting photos on social media with the president and his administration.
McCabe founded the startup in 2011 with Des Traynor, Ciaran Lee and David Barrett. It was known as Intercom until May 2026, when McCabe announced that Fin would be rebranded and Intercom customer service software would retain that name.
Intercom’s icon, which displays a customer service chat window, became a common feature in the bottom right corner of brand websites, prompting other companies to develop similar products.
In 2020, Mr. McCabe served as Executive Director of Intercom, formerly intuition Executive Karen Peacock has become the startup’s new CEO. The change came after the Information newspaper reported on allegations that McCabe pursued female employees.
The company conducted an investigation, and McCabe told TechCrunch that he “addressed someone.” Board members asked him to come back and run Intercom, and he returned in 2022.
“We intend to become the dominant platform in the customer support space and redefine it. We intend to go head-to-head with Zendesk,” he said in an email to employees upon his return. Months earlier, a group of investors led by private equity firms Hellman & Friedman and Permira announced plans to take Zendesk private.
Salesforce has made several multibillion-dollar acquisitions in its nearly 30-year history. The largest was a more than $27 billion deal with chat software company Slack that closed in 2021.
In its most recent quarterly earnings report, Salesforce beat Wall Street expectations, but its backlog fell short.
The results prompted Benioff, who joined Jim Cramer’s “Mad Money,” to dismiss concerns that the company was being destroyed by AI. He said the company had “record” business in the first quarter and that Slack has seen significant growth thanks to AI.
“I’ve never seen so many large deals happen, and I think they’ll happen in the second quarter as well. There will probably be fewer layoffs,” he said.
—CNBC’s Jordan Novet contributed to this report.
