Salesforce Buys AI Customer Service Platform Fin for $3.6 Billion to Strengthen Agentic AI Push

Salesforce announced Monday that it has agreed to acquire AI customer service company Fin for approximately $3.6 billion, marking another major investment in the rapidly growing market for autonomous AI agents.

The acquisition is one of Salesforce’s largest AI-focused deals to date and illustrates CEO Marc Benioff’s push to transform the software giant into what it describes as an “agentic” enterprise software company.

Fin, formerly known as Intercom, has emerged as one of the most closely watched startups in AI-powered customer service. Its flagship product, an AI Agent powered by the company’s proprietary Apex model, is designed to resolve customer support requests across multiple channels, including live chat, email, WhatsApp, SMS, phone, and Slack.

According to Salesforce, the technology has demonstrated industry-leading performance in handling customer inquiries without human intervention. In announcing the deal, Salesforce said the acquisition will help bring Fin’s technology to a much larger customer base.

“Acquisition will bring Fin’s customer agent platform to companies of all sizes, accelerating time-to-value and expanding Salesforce’s ability to deliver autonomous agents across the enterprise,” the company said in its announcement.

The transaction is another step in Salesforce’s aggressive AI expansion strategy. Over the past two years, the company has invested heavily in artificial intelligence products, culminating in the launch of Agentforce, a platform that allows businesses to deploy AI-powered agents capable of performing tasks traditionally handled by human employees.

Agentforce has quickly become one of Salesforce’s fastest-growing businesses, with annual recurring revenue surpassing $1.2 billion during the company’s most recent quarter. Salesforce said Fin’s technology will complement Agentforce by adding advanced customer service capabilities to its growing portfolio of AI tools.

“Fin’s core offering, its AI Agent, resolves complex customer queries end-to-end, across every channel,” Salesforce said. The deal also brings Fin’s proprietary Apex model into Salesforce’s AI ecosystem. According to the company, Apex was specifically built for customer support use cases and has achieved resolution rates that outperform leading frontier AI models in certain customer service tasks.

Fin CEO Eoghan McCabe said joining Salesforce will significantly expand the reach of the company’s technology.”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,” McCabe said.

The acquisition is part of a broader race among technology companies to commercialize agentic AI systems. Unlike traditional chatbots, AI agents can complete multi-step tasks, make decisions, and interact autonomously with customers and business systems.

The technology is increasingly being viewed as the next major evolution of enterprise software. The purchase follows Salesforce’s approximately $8 billion acquisition of Informatica in 2025 and several other AI-focused deals, including acquisitions aimed at strengthening data management, content delivery, and agentic marketing capabilities.

The Fin transaction is expected to close during the fourth quarter of Salesforce’s fiscal 2027, subject to regulatory approvals and customary closing conditions. Salesforce said the acquisition is not expected to alter its current financial guidance.