Salesforce has announced its acquisition of AI customer service platform Fin for $3.6 billion. Formerly known as Intercom, Fin offers an advanced AI agent capable of resolving customer queries across multiple channels including live chat, WhatsApp, SMS and phone calls.

The move is part of Salesforce's strategy to improve Agentforce, their existing enterprise platform that allows businesses to build custom AI agents for automating tasks. According to CEO Marc Benioff, Fin will bring proven agent technology and an impressive AI team to 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,” said Benioff in a statement. The transaction is expected to close in the last quarter of Salesforce’s 2027 fiscal year, which actually spans the first few months of 2027 due to how the company reports its financials.

Fin co-founder and CEO Eoghan McCabe expressed his excitement about the partnership on X, stating that with the resources of Salesforce, their groundbreaking model Apex and paradigm-defining internal agent Operator will only accelerate, albeit with little practical change for day-to-day operations. McCabe confirmed he would remain in his role as CEO.