Salesforce announced Monday it will acquire Fin, the AI-powered customer service platform formerly known as Intercom, in a deal worth approximately $3.6 billion. Fin's flagship product is an AI agent capable of handling customer inquiries across multiple channels, including live chat, WhatsApp, SMS, phone calls, and Slack. The acquisition is aimed at bolstering Salesforce's Agentforce, the company's enterprise platform for building custom AI agents that automate business tasks.
Salesforce CEO Marc Benioff framed the deal as a way to combine Fin's technology with Agentforce's existing capabilities. "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," Benioff said in a statement. The transaction is expected to close in the fourth quarter of Salesforce's fiscal year 2027, which, due to the company's reporting calendar, falls in the first few months of calendar year 2027.
Fin co-founder and CEO Eoghan McCabe addressed customers directly in a post on X, promising continuity despite the acquisition. McCabe noted that Fin recently shipped "Apex," described as a groundbreaking AI model, along with "Operator," an internal agent he called "paradigm-defining." He emphasized that he will remain CEO, that Des Traynor will continue leading R&D, and that the company's focus on leading the AI customer service category will not change. Fin originally launched as Intercom 15 years ago before rebranding to reflect its transformation into an AI-first platform.