Salesforce has announced plans to acquire customer service AI company Fin, formerly known as Intercom, for approximately $3.6 billion.
The acquisition is expected to strengthen Salesforce’s AI agent offerings by bringing Fin’s customer support platform and proprietary AI model, Apex, into the Salesforce ecosystem.
The transaction is subject to regulatory approvals and customary closing conditions and is expected to close in the fourth quarter of Salesforce’s fiscal year 2027.
“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,” Salesforce Chair and CEO Marc Benioff said in a statement. “Together, we'll help companies of every size seize this opportunity — accelerating time to value with trusted agents that deliver measurable outcomes at scale.”
Fin’s AI Agent handles customer support queries across channels, including live chat, email, WhatsApp, SMS, phone and Slack. The company said its AI system can resolve customer issues end-to-end and is powered by Apex, a model developed specifically for customer support.
The deal comes as Salesforce continues to expand its AI business. The company said Agentforce, its AI agent platform, reached $1.2 billion in annual recurring revenue in the first quarter of fiscal 2027, up 205% year-on-year.
According to Salesforce, Fin’s packaged AI offerings will complement Agentforce by providing faster deployment options for small and medium-sized businesses as well as commercial customers seeking quicker implementation of AI-powered customer service tools.
“Our technology has defined this category and set the new standards for what great customer service looks like today,” said Eoghan McCabe, Chief Executive Officer and Co-Founder of Fin. “By joining forces with Salesforce, we can deploy it far and wide at a rate far faster than we could have ever achieved on our own."
Salesforce said Fin’s technology has delivered autonomous resolution rates averaging 76% of customer support volume in some deployments. The acquisition will also add Fin's AI engineering team and customer base of more than 30,000 companies.
The company said the acquisition will not affect its fiscal year 2027 financial guidance or its capital return program.
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