Key facts
- Salesforce is acquiring AI customer service platform Fin for approximately $3.6 billion.
- Fin's AI agent resolves customer queries across multiple channels, including live chat, WhatsApp, SMS, and phone.
- The acquisition aims to enhance Salesforce's Agentforce platform with Fin's technology and team.
- Fin's AI agents reportedly resolve an average of 76% of support volume end-to-end.
- The deal is expected to close in the fourth quarter of Salesforce's fiscal year 2027.
Salesforce announced on Monday that it will acquire AI customer service platform Fin for $3.6 billion. Fin, formerly known as Intercom, offers an AI agent capable of resolving customer queries across various channels, including live chat, WhatsApp, SMS, and phone calls. Salesforce intends to integrate Fin's technology and team into its Agentforce platform to enhance its capabilities in building custom AI agents for task automation. Salesforce CEO Marc Benioff stated that the acquisition will help companies accelerate time to value with trusted agents. Fin CEO Eoghan McCabe indicated that joining Salesforce will allow their technology to be deployed more widely and rapidly. The transaction is expected to close in the fourth quarter of Salesforce's fiscal year 2027, pending customary closing conditions and regulatory approvals.