Salesforce has signed a definitive agreement to acquire Fin, the AI customer service company formerly known as Intercom, for approximately 3.6 billion dollars, the company announced on June 15, folding a fast-growing AI agent platform into its existing Agentforce product line.

Fin’s AI Agent handles customer queries across live chat, email, WhatsApp, SMS, phone, and Slack without human involvement. The company says its system resolves an average of 76 percent of support volume autonomously, powered by a proprietary model called Apex that Fin claims outperforms frontier models from OpenAI and Anthropic specifically on customer support benchmarks.

The acquisition brings more than 30,000 business customers to Salesforce. Those clients will gain access to the combined Agentforce and Fin infrastructure, which Salesforce is positioning as a fully automated customer service stack for enterprise accounts. The transaction is expected to close in the fourth quarter of Salesforce’s fiscal year 2027, subject to regulatory approval.

Fin’s founding team rebranded the company from Intercom in 2024 as it shifted focus from a broader messaging platform to a narrower bet on AI-driven resolution. That pivot accelerated during 2025 as enterprise demand for autonomous support agents grew sharply across the software industry.

Salesforce chief executive Marc Benioff has made agentic AI the centrepiece of the company’s 2026 product strategy, positioning Agentforce as a platform for software agents that can complete business tasks end-to-end. The Fin acquisition adds a proven commercial customer base and a trained specialist model to that strategy, rather than requiring Salesforce to build from scratch.

The deal reflects a broader consolidation in AI tooling as larger platforms absorb specialist startups before they can scale independently. SpaceX acquired AI coding tool Cursor for 60 billion dollars last week in the largest startup acquisition on record. The FERC power grid orders issued this week also signal how deep AI infrastructure investment now runs across sectors. For Salesforce, the Fin deal is a bet that customer service is one of the clearest near-term paths to demonstrating measurable return from AI spending.