Salesforce snaps up customer service software giant Fin for $3.6bn

• Agentforce will get upgraded with Fin's agentic tech and proprietary Apex model
• Fin, formerly Intercom, solves 76% of customer queries with AI agents
• The acquisition will cost 3x what Agentforce brings in annually

Salesforce has announced plans to require Fin, the customer service giant formerly known as Intercom, for around $3.6 billion, as it looks to build its AI-powered customer service tools.

Previously a customer messaging platform under the Intercom brand, Fin now positions itself as an AI-first company with agents spanning live chat, email, WhatsApp, SMS, phone and even Slack.

Under the deal, Salesforce would also gain access to Fin's proprietary Apex model, which the company developed instead of relying on third-party models like GPT and Gemini.

"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," Salesforce CEO Marc Benioff said.

It comes at an important time for the company, with its agentic AI platform (Agentforce) now drawing in $1.2 billion in annual recurring revenue, marking a 205% year-over-year growth. Fin's agentic technology will strengthen this offering, rather than outright replace Agentforce.

According to the announcement, Fin's agent resolves more than three in four (76%) customer tickets – a welcome statistic for Benioff, who has already removed over 5,000 workers since the start of 2025.

The deal, subject to regulatory approval, is expected to finalize by the fourth quarter of this year.

"By joining forces with Salesforce, we can deploy it far and wide at a rate far faster than we could have ever achieved on our own," Fin CEO Eoghan McCabe said. Salesforce boasted of its "established global customer base," which spans 30,000 organizations.

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