Salesforce to acquire AI customer service company Fin for $3.6B

Salesforce Inc (NYSE:CRM, XETRA:FOO) said on Monday it has agreed to acquire Fin, formerly known as Intercom, in a deal valued at approximately $3.6 billion, as the enterprise software giant looks to bolster its artificial intelligence agent capabilities.

Fin's core product is an AI agent that handles customer service queries across channels including live chat, email, WhatsApp, SMS, phone, and Slack. The agent runs on a proprietary AI model called Apex, built specifically for customer support, which the company says has resolved an average of 76% of support volume end-to-end.

"We're thrilled to welcome Fin to Salesforce as we enable every company to become an agentic enterprise," Salesforce CEO Marc Benioff said in a statement. "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."

The deal adds more than 30,000 companies to Salesforce's customer base and brings Fin's technical AI team into the fold. Fin CEO and co-founder Eoghan McCabe said the combination would allow the company to deploy its technology more broadly than it could have independently.

The acquisition is expected to close in the fourth quarter of Salesforce's fiscal year 2027.

Fin's technology will complement Agentforce, Salesforce's existing AI platform, which reached $1.2 billion in annual recurring revenue in the first quarter of fiscal 2027, up 205% year-over-year. Salesforce said the combined offering would be particularly suited to small and mid-sized businesses looking to deploy AI-powered customer service quickly.

Salesforce shares were up approximately 1.2% on Monday.