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Salesforce Acquires Fin to Boost Customer Service AI Capabilities

Guavy AI Editorial Team Published September 10, 2026

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CRM

Salesforce has completed its acquisition of Fin, formerly known as Intercom, a customer service automation company. The deal brings Fin's AI-powered agent platform to Salesforce, along with over 30,000 customers from various companies.

The Fin platform operates across multiple channels, including live chat, email, WhatsApp, SMS, voice, and Slack, with an impressive average resolution rate of 76%. It is powered by the Fin model suite, proprietary AI models designed for customer experience. The technology works seamlessly with existing help desk systems and will continue to serve its current customers.

Salesforce's CEO Marc Benioff stated, 'The #1 customer agent meets the #1 CRM.' Eoghan McCabe, CEO and Co-Founder of Fin, added that joining Salesforce would allow their platform to reach 'magnitudes more businesses and their customers.'

Salesforce Acquires Fin to Boost Customer Service AI Capabilities

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