Salesforce Scoops Up Fin in $3.6B Deal for AI-Powered Customer Support

Salesforce is set to acquire Fin, a customer agent company formerly known as Intercom, for approximately $3.6 billion in cash. The acquisition will integrate Fin's AI Agent platform into Salesforce's ecosystem, enabling companies of all sizes to deploy autonomous agents across their operations.

Fin's technology resolves complex customer queries end-to-end across channels such as live chat, email, WhatsApp, SMS, phone, and Slack. Its proprietary AI model, Apex, has demonstrated industry-leading resolution rates, outperforming top commercially available frontier models.

The acquisition will also bring a technical AI team and a global customer base of more than 30,000 companies to Salesforce. The combined capabilities will support customers at every stage of AI adoption, from rapidly deployable support agents to enterprise-scale transformations.