Salesforce will acquire the artificial intelligence customer service platform Fin for $3.6 billion. The acquisition involves integrating Fin's team and technology into the company's Agentforce enterprise platform.

The transaction is projected to conclude in the first quarter of calendar year 2027, which corresponds to the fourth quarter of Salesforce's fiscal year 2027. Fin, formerly known as Intercom, provides an AI agent designed to resolve customer inquiries across various communication channels, including live chat, WhatsApp, text messages, phone calls, Slack, and email. The Fin AI agent operates using a proprietary artificial intelligence model called Apex. Fin has also developed an internal artificial intelligence agent named Operator.

Salesforce Chief Executive Officer Marc Benioff stated, "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. Together, we'll help companies of every size seize this opportunity — accelerating time to value with trusted agents that deliver measurable outcomes at scale." Agentforce is an enterprise platform developed to assist businesses in creating custom artificial intelligence agents for task automation.

Eoghan McCabe, Fin Co-founder and Chief Executive Officer, stated, "With the resources of Salesforce this will only accelerate. And yet little will practically change. I'll still be CEO, Des will still be running R&D, we'll both still be committed to continuing to lead this category." In 2021, the company acquired the chat software company Slack for over $27 billion. The company's shares declined by more than one-third in value during 2026. Hero FinCorp deployed the platform to automate steps in its loan processing workflow, achieving a 72 percent improvement in turnaround time for two-wheeler loan processing.