Salesforce has announced it will acquire Fin, an AI-powered customer service platform, for $3.6 billion. Fin, previously known as Intercom, provides an AI agent capable of handling customer inquiries across multiple channels, including live chat, WhatsApp, SMS, phone calls, and Slack. The company aims to integrate Fin’s technology and team into Agentforce, its existing enterprise platform that allows businesses to create custom AI agents for task automation. “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 deal is expected to close in the final quarter of Salesforce’s 2027 fiscal year, which corresponds to early 2027 due to the company’s financial reporting schedule. “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.”