Salesforce to Buy AI Customer Service Platform Fin in $3.6 Billion Deal

Salesforce announced on Monday that it has agreed to acquire the AI-powered customer service platform Fin for approximately $3.6 billion. Formerly known as Intercom, Fin provides an AI customer service agent that handles support requests across multiple communication channels, including live chat, WhatsApp, SMS, phone calls, Slack, and other messaging platforms.

The acquisition is intended to strengthen Salesforce’s existing Agentforce platform, which enables enterprise customers to create custom AI agents that automate a wide range of business tasks. Salesforce said Fin’s technology, engineering expertise, and team will enhance Agentforce by expanding its AI-driven customer service capabilities.

“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,” Salesforce chief executive Marc Benioff said in a statement. “Together, we’ll help companies of every size seize this opportunity — accelerating time to value with trusted agents that deliver measurable outcomes at scale.”

Salesforce said the transaction is expected to close during the fourth quarter of its fiscal 2027 financial year. Because of the company’s reporting calendar, that period falls within the first few months of the 2027 calendar year.

Fin co-founder and chief executive Eoghan McCabe also commented on the acquisition in a post on X, reassuring customers that the company’s product development strategy would continue while benefiting from Salesforce’s resources.

“To our customers: Over the past few years, we’ve been shipping intensely. Including recently our groundbreaking model, Apex, and our paradigm-defining internal agent, Operator,” McCabe wrote. “With the resources of Salesforce,e this will only accelerate. And yet little will practically change. I’ll still be CEO, Des will continue to run R&D, and we’ll both remain committed to leading this category. Thank you very sincerely and deeply for your belief in us.”