United States – Salesforce has signed a definitive agreement to acquire Fin, formerly known as Intercom, in a deal valued at approximately $3.6b, the company announced on June 15.
The proposed acquisition, which remains subject to customary closing conditions and regulatory approvals, is expected to close during the fourth quarter of Salesforce’s fiscal year 2027.
Fin develops AI-powered customer service agents designed to handle customer inquiries across channels including live chat, email, WhatsApp, SMS, phone, and Slack. The company’s AI Agent is powered by its proprietary Apex model, which is designed specifically for customer support operations.
Salesforce said the acquisition would strengthen its AI offerings, particularly its Agentforce platform, by adding customer service-focused AI agent technology and deployment options aimed at helping organisations automate support operations.
“We’re thrilled to welcome Fin to Salesforce as we enable every company to become an agentic enterprise,” said Marc Benioff, Chair and CEO of Salesforce. “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. Together, we’ll help companies of every size seize this opportunity — accelerating time to value with trusted agents that deliver measurable outcomes at scale.”
Eoghan McCabe, Chief Executive Officer and Co-Founder at Fin said the acquisition would enable broader deployment of the company’s technology.
“This is a major win for consumers of the world,” said Eoghan. “Our technology has defined this category and set the new standards for what great customer service looks like today. 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.”
According to Salesforce, Agentforce generated $1.2b in annual recurring revenue during the first quarter of fiscal year 2027, representing a 205% year-over-year increase. The company said Fin’s packaged AI offerings and proprietary models would complement Agentforce’s customisable platform by providing additional deployment options, particularly for small and medium-sized businesses and some commercial organisations seeking faster implementation.
Following the completion of the transaction, Salesforce and Fin plan to offer customers additional options for deploying AI agents across customer service operations. Salesforce said the combined capabilities would support organisations at different stages of AI adoption, ranging from rapidly deployable support agents to larger-scale enterprise implementations with data, security, governance, and integration requirements.
The acquisition will also add Fin’s technical AI team and customer base of more than 30,000 companies to Salesforce. Salesforce said Fin’s AI agent technology has demonstrated the ability to resolve customer support inquiries autonomously, citing examples where AI agents resolved an average of 76% of support volume end-to-end.
Salesforce stated that the transaction is not expected to affect its previously announced fiscal year 2027 financial guidance and will not impact the company’s capital return program.
