Salesforce acquires AI customer service platform Fin for $3.6 billion

Salesforce has officially announced its decision to acquire Fin, an AI-driven customer service platform, for a staggering $3.6 billion. Previously known as Intercom, Fin specializes in providing an AI agent capable of addressing customer inquiries through various channels, including live chat, WhatsApp, SMS, phone calls, and Slack. The tech giant aims to leverage Fin's advanced technology and skilled team to bolster Agentforce, its existing enterprise platform designed for businesses to create custom AI agents that streamline operations. Salesforce CEO Marc Benioff highlighted the significance of this acquisition, stating, "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." The acquisition is anticipated to finalize in the last quarter of Salesforce's fiscal year 2027, which corresponds to the early months of 2027 based on the company's financial reporting schedule. In a post on social media platform X, Fin's co-founder and CEO Eoghan McCabe expressed enthusiasm about the merger, stating, "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, and we’ll both remain dedicated to continuing to lead this category. Thank you very sincerely and deeply for your belief in us." Fin, which has evolved significantly since its inception 15 years ago, is eager to embark on this new chapter under Salesforce's umbrella, promising continued innovation in customer service solutions.