Salesforce announces the acquisition of Fin, a company specializing in AI agents for customer service, for approximately $3.6 billion. The acquisition is intended to help Salesforce further expand its offerings in AI-driven customer service.
Salesforce confirms the acquisition of Fin, a developer of AI agents, for an amount of $3.6 billion, or €3.1 billion. Fin, formerly known as Intercom, has made a name for itself with its AI Agent that independently handles complex customer queries across various channels. By integrating this technology and the Fin team, Salesforce aims to further strengthen its Agentforce platform.
The deal, which is expected to close in the fourth quarter of fiscal year 2027, will have no impact on the financial outlook for the current year, according to Salesforce. Last week, Salesforce cut 86 jobs in sales, administration, and technology.
AI agents in customer service
Fin’s flagship product, the AI Agent, is built on its proprietary Apex model and can resolve customer queries fully autonomously via channels such as live chat, email, WhatsApp, SMS, phone, and Slack. According to Salesforce, this model outperforms common commercial AI models for customer service. The platform has demonstrated that it handles an average of 76 percent of the total support volume independently.
Through the integration of Fin, Salesforce gains access to an experienced AI team and an existing customer base of more than 30,000 companies worldwide. The combination with Agentforce is expected to lead to faster and more scalable deployment of AI agents, particularly for SMEs and commercial organizations.