Salesforce to acquire AI customer service business
Fin, formerly Intercom, offers an AI agent that resolves customer queries across live chat, email and other channels including WhatsApp.
Through the acquisition, Salesforce is looking to complement Agentforce, its platform used by companies to build AI agents.
Upon completion of the deal, Salesforce and Fin will give customers more ways to deploy AI agents across their customer service operations.
Under the terms of the agreement, Salesforce will acquire Fin for around $3.6bn, subject to customary purchase price adjustments.
Marc Benioff, chair and chief executive, Salesforce, said: “Fin brings proven agent technology, a deep commitment to customer success, and an incredible AI team that will complement Agentforce.”
The transaction is expected to close in the fourth quarter of Salesforce’s fiscal year 2027, subject to the satisfaction of customary closing conditions.
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