Startups & Funding
Salesforce to acquire AI customer service platform Fin for $3.6B
Salesforce announced it will acquire AI customer service platform Fin for $3.6 billion, a deal expected to close in the final quarter of its 2027 fiscal year.
Salesforce announced on Monday that it will acquire Fin, an AI customer service platform, for $3.6 billion. The acquisition represents a significant expansion of Salesforce’s AI-driven service capabilities. Fin, which was formerly known as Intercom, offers an AI agent—defined as software that uses artificial intelligence to resolve customer queries—across multiple communication channels. The platform allows businesses to resolve customer queries using several channels:
- Live chat
- SMS
- Phone calls
- Slack
The transaction is expected to close in the last quarter of Salesforce’s 2027 fiscal year, which is the company’s financial reporting period. Because of how Salesforce reports its financials, this closing is slated for the first few months of 2027. Salesforce says it wants to use Fin’s team and technology to improve Agentforce, its existing enterprise platform that businesses can use to build custom AI agents that automate tasks.
“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.”
Following the announcement, Fin co-founder and CEO Eoghan McCabe addressed the company’s customers in an X post, stating that the acquisition will accelerate their product development. McCabe noted that over the past few years, the company has been shipping intensely, including the recent release of its AI model, Apex, and its internal AI agent, Operator. McCabe emphasized that little will practically change for customers under the new ownership. He will remain as CEO, and Des will still be running research and development, with both remaining committed to continuing to lead this category. McCabe also expressed his deep and sincere thanks to customers for their belief in the company.
Why it matters
Salesforce is betting that Fin’s specialized AI agent technology will accelerate the development of Agentforce, its enterprise platform for building custom AI agents that automate tasks.