Salesforce Acquires AI Customer Service Platform Fin for $3.6B to Bolster Agentforce

Salesforce has agreed to acquire AI customer service platform Fin, formerly known as Intercom, for $3.6 billion, with the deal expected to close in early 2027.

Fin offers an AI agent that resolves customer queries across live chat, WhatsApp, SMS, phone, Slack, and other channels. Salesforce said it intends to integrate Fin’s technology and team into Agentforce, its enterprise platform for building and deploying custom AI agents.

Salesforce chief executive Marc Benioff said the acquisition would accelerate the delivery of trusted AI agents capable of producing measurable outcomes at scale for companies of all sizes.

Fin co-founder and chief executive Eoghan McCabe said he would remain in his role post-acquisition, with co-founder Des continuing to lead research and development, and that the deal would accelerate the company’s existing product roadmap including its recently launched Apex model and Operator internal agent.