Salesforce acquires Fin, the customer-service AI company formerly known as Intercom, in a deal worth about $3.6bn. The CRM giant signed a definitive agreement on Monday, it said, to fold Fin’s “customer agent” technology into Agentforce, its own fast-growing AI-agent platform.
Fin’s pitch is autonomous support.
Its AI Agent handles customer queries end-to-end across live chat, email, WhatsApp, SMS, phone and Slack, and Salesforce says it resolves, on average, 76 per cent of support volume without a human. It runs on Fin’s own model, Apex, which the company says it post-trained specifically for support and which it claims outperforms frontier models from OpenAI and Anthropic on resolution.
Fin brings more than 30,000 business customers with it.
The deal is expected to close in the fourth quarter of Salesforce’s fiscal 2027, subject to regulatory clearance. Salesforce says it will not change its FY2027 guidance or its buyback plans.
