Salesforce announced Monday that it will acquire Fin, the AI customer support company formerly known as Intercom, for approximately $3.6 billion. The deal is expected to close in Q4 of Salesforce’s fiscal 2027, according to the company’s press release.
Fin’s core product is an autonomous AI agent that handles customer support requests across live chat, email, WhatsApp, SMS, phone, and Slack. The company claims its agents resolve an average of 76% of support volume end-to-end without human intervention, powered by its proprietary Apex model built specifically for customer support workloads. Fin serves more than 30,000 companies globally, according to The Register.
The Agentforce Play
The acquisition feeds directly into Salesforce’s Agentforce business, which reached $1.2 billion in annual recurring revenue during Q1 of fiscal 2027, up 205% year over year. CEO Marc Benioff framed the deal as an acceleration play: “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,” he said in the announcement.
Fin CEO and co-founder Eoghan McCabe said joining Salesforce would allow deployment at a scale the company could not have achieved independently. “Our technology has defined this category and set the new standards for what great customer service looks like today,” McCabe said.
Where This Fits in the Enterprise Agent Race
Salesforce is positioning Fin’s packaged, fast-to-deploy agents alongside Agentforce’s more customizable enterprise platform. The company described the combination as giving customers options across the adoption spectrum: rapid-deployment support agents for SMBs and commercial organizations, and tailored enterprise-scale transformations for larger operations.
The $3.6 billion price tag makes this one of the largest pure-play AI agent acquisitions to date. Salesforce is betting that customer support, where resolution rates and cost savings are directly measurable, will be the entry point for enterprise agent adoption at scale.