Salesforce reels in customer support AI specialist Fin for $3.6B

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Salesforce has agreed to buy AI customer support outfit Fin for $3.6 billion, bolstering its Agentforce business as software vendors race to convince customers that bots really can handle customer service. The CRM giant announced on Monday that it had signed a definitive agreement to acquire Fin, formerly known as Intercom, in a deal expected to close during the fourth quarter of Salesforce's fiscal 2027. Fin's flagship product is an AI customer service agent designed to handle support requests across platforms including live chat, email, WhatsApp, SMS, Slack, and phone.

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Salesforce says it wants to use Fin's team and technology to improve Agentforce, its existing enterprise platform that businesses can use to build custom AI agents that automate tasks.

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Salesforce acquires AI customer service platform Fin for $3.6 billion

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