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Salesforce Expands AI Capabilities with Fin Acquisition Salesforce announced on Monday that it will acquire AI customer service platform Fin for $3.6 billion. Formerly known as Intercom, Fin offers an AI agent that can resolve customer queries across channels, using live chat, WhatsApp, SMS, phone calls, Slack, and more. Enhancing Agentforce with Fin's Technology 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. The Financial Impact of the Acquisition Acquisition price: $3.6 billion Expected closing: Fourth quarter of Salesforce's fiscal year 2027 (first few months of 2027) The Strategic Rationale Behind the Deal “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,” said Salesforce CEO Marc Benioff in a statement. “Together, we’ll help companies of every size seize this opportunity — accelerating time to value with trusted agents that deliver measurable outcomes at scale.” The Future Outlook for Fin and Salesforce “To our customers: Over the past few years we’ve been shipping intensely. Including recently our groundbreaking model, Apex, and our paradigm-defining internal agent, Operator,” wrote Fin co-founder and CEO Eoghan McCabe in an X post. “With the resources of Salesforce this will only accelerate. And yet little will practically change. I’ll still be CEO, Des will still be running R&D;, we’ll both still be committed to continuing to lead this category. Thank you very sincerely and deeply for your belief in us.”