Salesforce acquires AI customer service platform Fin for $3.6B

Salesforce announced on Monday that it will acquire AI customer service platform Fin for $3.6 billion. Fin, formerly known as Intercom, provides an AI agent capable of resolving customer queries across multiple channels, including live chat, WhatsApp, SMS, phone calls, Slack, and others. Salesforce plans to integrate Fin's team and technology with Agentforce, its existing enterprise platform designed to help businesses build custom AI agents for automating tasks. Salesforce CEO Marc Benioff stated: "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. Together, we'll help companies of every size seize this opportunity — accelerating time to value with trusted agents that deliver measurable outcomes at scale." Fin co-founder and CEO Eoghan McCabe confirmed the acquisition on X, noting that the company recently shipped its groundbreaking model, Apex, and internal agent, Operator. McCabe stated he will remain as CEO and that Des will continue leading R&D, with both committed to leading the category. The transaction is expected to close in the last quarter of Salesforce's 2027 fiscal year, which corresponds to the first few months of 2027 due to the company's fiscal calendar.