Salesforce Acquires AI Customer Service Platform Fin for $3.6 Billion
Salesforce has announced its acquisition of AI customer service platform Fin for $3.6 billion, aiming to enhance its Agentforce enterprise platform with Fin's technology and expertise.
Salesforce revealed on Monday that it will acquire the AI customer service platform Fin for a total of $3.6 billion. Fin, previously known as Intercom, offers an AI agent capable of addressing customer inquiries across multiple channels, including live chat, WhatsApp, SMS, phone calls, and Slack.
The company aims to leverage Fin's team and technology to enhance Agentforce, its existing enterprise platform designed for businesses to create custom AI agents that automate various 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," stated Salesforce CEO Marc Benioff in a press release. He emphasized that the collaboration would empower companies of all sizes to capitalize on the opportunity, thereby accelerating their time to value with reliable agents that produce measurable outcomes at scale.
The acquisition is anticipated to be finalized in the last quarter of Salesforce's 2027 fiscal year, which is expected to occur in the early months of 2027, due to the company's financial reporting practices.
In a post on X, Fin co-founder and CEO Eoghan McCabe addressed customers, saying, "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. 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."
