Salesforce Acquires AI Customer Service Firm Fin for $3.6B
Salesforce has signed a definitive agreement to acquire Fin, the AI customer service company formerly known as Intercom, for approximately $3.6 billion in cash. As a result, Salesforce strengthens its position in the rapidly growing AI agent market and expands the capabilities of its Agentforce platform.
Fin’s core product is an autonomous AI agent that handles customer support across live chat, email, WhatsApp, SMS, phone, and Slack. According to the company, its proprietary Apex AI model resolves an average of 76% of customer support requests from start to finish. In addition, the acquisition brings more than 30,000 customers and an experienced AI engineering team to Salesforce.
Meanwhile, the deal complements Agentforce, which generated $1.2 billion in annual recurring revenue during Salesforce’s first quarter of fiscal 2027, representing 205% year-over-year growth. Fin’s ready-to-deploy solutions will primarily serve small and midsize businesses, while Agentforce continues to target larger enterprises that require extensive customization.
“We’re thrilled to welcome Fin to Salesforce as we enable every company to become an agentic enterprise,” said Marc Benioff, Salesforce’s chair and CEO. “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.”
Fin’s Rapid Growth Drove Strategic Interest
Earlier this year, Intercom rebranded itself as Fin, placing its AI customer service agent at the center of its business strategy. The move reflected the product’s rapid adoption and growing revenue contribution.
Within its first year, Fin’s revenue increased from $1 million to $12 million. Furthermore, the company was reportedly on track to reach $100 million shortly afterward. This growth helped establish Fin as one of the leading AI-focused customer service platforms in the market.
Fin CEO and co-founder Eoghan McCabe called the acquisition “a major win for consumers of the world,” adding that joining Salesforce would allow the technology to be deployed “far and wide at a rate far faster than we could have ever achieved on our own.”
Salesforce Continues AI Acquisition Push
The transaction is expected to close during the fourth quarter of Salesforce’s fiscal year 2027, subject to regulatory approvals and other customary closing conditions.
Importantly, Salesforce stated that the acquisition will not impact its fiscal 2027 financial guidance or capital return program. Moreover, the agreement follows several recent acquisitions as the company accelerates its AI and enterprise software strategy. Recent deals include the $8 billion acquisition of Informatica, the purchase of Contentful announced in May, and the acquisition of m3ter earlier this month.
Consequently, Salesforce continues to expand its AI portfolio as competition intensifies across the enterprise automation market.
