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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 resolves customer queries across multiple channels, including live chat, WhatsApp, SMS, phone calls, Slack, and more.
Salesforce plans to leverage Fin’s team and technology to enhance Agentforce, its enterprise platform for building custom AI agents that automate tasks. As of 2026, the demand for intelligent, omnichannel customer service solutions continues to surge, and this acquisition positions Salesforce to compete more aggressively with other AI-native platforms.
“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 falls in the first few months of 2027 under the company’s financial reporting calendar.
“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,” wrote Fin co-founder and CEO Eoghan McCabe in a post on X. “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.”
Fin’s journey from Intercom to a leading AI-first service platform underscores the rapid evolution of the customer service technology landscape. The deal, announced in mid-2026, is one of the largest AI acquisitions of the year, reflecting a broader industry trend toward integrating advanced AI agents into enterprise workflows.