Salesforce to acquire AI agent firm Fin for $3.6B

Salesforce Acquires AI Customer Service Firm Fin for $3.6 Billion

Salesforce announced Monday that it has signed a definitive agreement to acquire Fin, the AI customer service company formerly known as Intercom, for approximately $3.6 billion in cash. The deal marks Salesforce’s latest move to expand its AI agent capabilities as it pushes to make its Agentforce platform a cornerstone of enterprise automation.

Complementing Agentforce With Rapid Deployment

Fin’s core product is an autonomous AI agent that resolves complex customer queries across live chat, email, WhatsApp, SMS, phone, and Slack. The agent is powered by Fin’s proprietary AI model, Apex, which the company says resolves an average of 76% of support volume end-to-end. The acquisition brings more than 30,000 customers and what Salesforce described as a “long-tenured technical AI team” to the company.businesswire

The deal is designed to complement Agentforce, which reached $1.2 billion in annual recurring revenue in Salesforce’s first quarter of fiscal 2027, up 205% year-over-year. Fin’s packaged offerings will provide faster deployment options particularly suited to small and midsize businesses, while Agentforce continues to serve as a deeply customizable platform for larger enterprises.businesswire

“We’re thrilled to welcome Fin to Salesforce as we enable every company to become an agentic enterprise,” said Marc Benioff, Salesforce’s chair and CEO. “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.”businesswire

From Intercom to Fin

Intercom rebranded itself as Fin in May 2026, placing its AI customer agent at the center of the company’s identity. The corporate name change reflected the rapid growth of the AI product, which went from $1 million to $12 million in revenue within its first year and was on track to reach $100 million shortly after.cxtoday

Fin CEO and co-founder Eoghan McCabe called the acquisition “a major win for consumers of the world,” adding that joining Salesforce would allow the technology to be deployed “far and wide at a rate far faster than we could have ever achieved on our own.”businesswire

Deal Terms and Outlook

The transaction is expected to close in the fourth quarter of Salesforce’s fiscal year 2027, subject to customary closing conditions including regulatory clearances. Salesforce said the deal will not affect its fiscal year 2027 financial guidance or its capital return program. The acquisition follows a string of recent purchases by Salesforce, including the $8 billion Informatica deal, the Contentful acquisition announced in late May, and the m3ter deal announced earlier this month.salesforce