Salesforce acquires AI customer service platform Fin for $3.6 billion

Salesforce announced on Monday that it will acquire 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 improve Agentforce, its existing enterprise platform that businesses 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 Salesforce CEO Marc Benioff 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.” The transaction is expected to close in the last quarter of Salesforce’s 2027 fiscal year, which is actually slated for the first few months of 2027 because of how the company reports its financials. “To our customers: Over the past few years we’ve been shipping intensely.

Including recently our model, Apex, and our internal agent, Operator,” wrote Fin co-founder and CEO Eoghan McCabe in an X post. “With the resources of Salesforce this will only accelerate. And yet little will practically change.

I’ll still be CEO, Des will still be running R&D, we’ll both still be committed to continuing to lead this category. Thank you very sincerely and deeply for your belief in us.” The acquisition of Fin by Salesforce has significant implications for the AI-powered customer service market. By integrating Fin's AI agent technology into its Agentforce platform, Salesforce is poised to enhance its offerings in the competitive customer service automation space.

This move enables businesses to build more sophisticated AI agents that can handle a wide range of customer queries across multiple channels. For developers, this acquisition opens up new possibilities for creating customized AI solutions that can deliver measurable outcomes. For consumers, it means more efficient and personalized customer service experiences.

However, questions remain about how Salesforce will integrate Fin's technology and talent, and what this means for the future of the AI customer service market. As the transaction is expected to close in early 2027, industry players will be watching closely to see how this acquisition unfolds and its impact on the broader market.