Salesforce (CRM) signed a definitive agreement to acquire AI customer service platform Fin for approximately $3.6 billion. Fin formerly operated under the name Intercom.
The acquisition aims to enhance Salesforce's autonomous agent capabilities and accelerate client AI adoption. Fin uses a proprietary AI model named Apex to automate complex queries across chat, email, and phone.
Salesforce will integrate Fin’s technology and its 30,000 customers into the Agentforce platform. The transaction is expected to close in the fourth quarter of Salesforce's fiscal year 2027. The deal remains subject to regulatory approvals.