Salesforce acquires AI customer service platform Fin for $3.6 billion
Salesforce announced Monday that it will acquire the AI customer service platform Fin for $3.6 billion. Formerly known as Intercom, Fin offers an AI agent that can resolve customer queries across channels, using live chat, WhatsApp, SMS, phone calls, Slack and more.
Salesforce says it wants to use Fin’s team and technology to enhance Agentforce, its existing enterprise platform that companies can use to build custom AI agents that automate tasks.
“Fin brings proven agent technology, a deep commitment to customer success, and an incredible AI team that will complement Agentforce with powerful service agent capabilities,” said Marc Benioff, CEO of Salesforce, in a statement. “Together we will help companies of all sizes seize this opportunity, accelerating time to value with trusted agents that deliver measurable results at scale.”
The transaction is expected to close in the final quarter of Salesforce’s 2027 fiscal year, which is actually scheduled for the first few months of 2027 due to the way the company reports its financials.
“To our customers: Over the past few years we have been shipping heavily. Including most recently our breakthrough model, Apex, and our paradigm-defining in-house agent, Operator,” Fin co-founder and CEO Eoghan McCabe wrote in an X-post. “With Salesforce’s resources, this will only accelerate. And yet little will change practically. I will still be CEO, Des will still run R&D, we will both still be committed to continuing to lead this category. Thank you for believing in us.”
