Salesforce Inc. announced Monday that it will acquire artificial intelligence (AI) agent platform Fin for approximately $3.6 billion.
The all-cash transaction represents Salesforce’s latest strategic bet on the shift toward autonomous AI workplace assistants. It marks a definitive return to large-scale dealmaking following its $8 billion acquisition of data management platform Informatica Inc. in May 2025.
Fin, formerly known as Intercom, specializes in customer support automation. At the core of its business is an AI agent capable of managing customer conversations from start to finish across multiple communication channels, including live chat and email, WhatsApp and SMS, and phone systems and Slack.
The platform is powered by Apex, a proprietary model purpose-built for customer support. Fin claims Apex outperforms frontier models from OpenAI and Anthropic in customer resolution rates. According to Salesforce, Fin’s technology successfully resolves roughly 76% of incoming customer support requests without requiring human intervention.
Salesforce plans to integrate Fin’s technology directly into Agentforce, its flagship AI agent platform. While Agentforce has traditionally targeted large enterprise clients requiring deep, complex customization, Fin’s platform arrives pre-trained and ready to deploy. This plug-and-play capability allows Salesforce to effectively scale its offerings down to small and mid-market buyers.
“Together, we’ll help companies of every size seize this opportunity — accelerating time to value with trusted agents that deliver measurable outcomes at scale,” Salesforce CEO Marc Benioff said in a statement.
Fin CEO Eoghan McCabe, who will remain at the helm of the unit alongside head of research and development Des Traynor, noted that joining Salesforce allows the company to deploy its technology “far and wide at a rate far faster than we could have ever achieved on our own.” Fin brings an established roster of over 30,000 business customers, including high-profile clients like Anthropic, Kalshi, and DoorDash.
The acquisition comes at a critical juncture for Salesforce. The company’s stock has fallen over 30% this year amid widespread investor anxiety that generative AI could disrupt traditional software-as-a-service (SaaS) business models and reduce long-term demand for core customer relationship management (CRM) products.
Despite these headwinds, Salesforce’s pivot to an agentic enterprise model is showing strong momentum. The company reported that Agentforce tripled its annual recurring revenue to $1.2 billion in the first quarter, representing a 205% year-over-year increase.
Salesforce stated the $3.6 billion purchase price will not impact its full-year 2027 financial outlook or its ongoing share buyback program. Subject to regulatory approvals, the transaction is expected to close in the fourth quarter of Salesforce’s fiscal year 2027, which concludes in early 2027.
