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Salesforce acquires AI customer service platform Fin for $3.6 billion
TechCrunch • • business
Key Points:
- Salesforce announced its $3.6 billion acquisition of AI customer service platform Fin, formerly known as Intercom, which offers AI agents capable of resolving customer queries across multiple communication channels.
- The acquisition aims to enhance Salesforce's Agentforce platform by integrating Fin's AI technology and team to build custom AI agents that automate enterprise tasks.
- Salesforce CEO Marc Benioff highlighted that Fin's technology and expertise will accelerate delivering measurable outcomes for companies through trusted AI service agents.
- The deal is expected to close in the first few months of 2027, aligning with Salesforce’s fiscal reporting schedule.
- Fin’s co-founder and CEO Eoghan McCabe confirmed he and his leadership team will remain in place post-acquisition, with plans to continue leading innovation in AI customer service under Salesforce’s resources.
