Salesforce has announced a definitive agreement to acquire Fin, formerly known as Intercom, in a deal valued at approximately $3.6 billion, marking one of the biggest acquisitions in the rapidly evolving artificial intelligence customer service market.
The acquisition strengthens Salesforce’s push into agentic AI, a category focused on autonomous AI agents capable of handling complex tasks with minimal human intervention. Fin’s flagship product, an AI-powered customer support agent, is designed to resolve customer queries across multiple channels, including live chat, email, WhatsApp, SMS, phone calls, and Slack.
According to Salesforce, Fin’s technology is powered by its proprietary AI model, Apex, which has been specifically built for customer support use cases. The company claims the platform delivers industry-leading resolution rates and, in some deployments, AI agents have successfully resolved an average of 76% of customer support requests end-to-end without human assistance.
“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,” said Marc Benioff, Chair and CEO of Salesforce.
The deal comes as Salesforce accelerates the expansion of Agentforce, its AI agent platform. The company disclosed that Agentforce reached an annual recurring revenue (ARR) run rate of $1.2 billion in the first quarter of fiscal 2027, representing a 205% year-on-year increase.
Industry observers view the acquisition as a strategic move to broaden Salesforce’s reach among small and medium-sized businesses, as well as commercial customers seeking rapid deployment of AI-powered service solutions. Fin’s packaged offerings are expected to complement Agentforce’s highly customizable enterprise platform, giving customers more options depending on their scale and AI maturity.
For Fin, the transaction provides access to Salesforce’s vast global customer base and distribution network. “Our technology has defined this category and set new standards for what great customer service looks like today,” said Eoghan McCabe, Chief Executive Officer and Co-Founder of Fin.
The acquisition will also bring Fin’s global customer base of more than 30,000 companies and its experienced AI engineering team under Salesforce’s umbrella. The transaction is expected to close in the fourth quarter of Salesforce’s fiscal year 2027, subject to regulatory approvals and customary closing conditions.
The deal highlights the intensifying race among technology giants to build and deploy enterprise-grade AI agents, a market increasingly viewed as the next major growth frontier in software.
