Salesforce Agrees to Buy AI Customer Service Platform Fin for $3.6 Billion

Salesforce announced Monday it will purchase the AI customer service platform Fin for approximately $3.6 billion, aiming to speed development of its agentic offerings in a market growing more competitive for autonomous technology.

Salesforce targets expansion of its Agentforce platform. The transaction, slated to close in the fourth quarter of the company's fiscal 2027 year, will add further options for deploying agentic artificial intelligence and build on the flagship Agentforce system, according to a company release. Fin's main product is an AI agent that handles customer questions arriving via chat, email, WhatsApp, text message, phone or Slack.

Fin strengthens autonomous customer service capabilities. The purchase bolsters Salesforce's position in the race to deliver autonomous digital workers. Fin was founded in Ireland and was formerly known as Intercom, making the transaction one of the largest sales of an Irish-founded tech firm at approximately €3.1 billion.

Benioff highlights accelerated time to value. "Together, we'll help companies of every size seize this opportunity — accelerating time to value with trusted agents that deliver measurable outcomes at scale," Salesforce CEO Marc Benioff said in the release. Fin CEO Eoghan McCabe wrote in a post on X that "Over the past few years we've been shipping intensely," citing the recent model Apex and internal agent Operator. "With the resources of Salesforce, this will only accelerate," he added.

Acquisition comes as Salesforce shares decline. Like many software-as-a-service companies, Salesforce is grappling with concerns that new AI tools will render its business model obsolete. Against this backdrop, Salesforce shares have shed more than a third of their value in 2026. The rise of agentic AI is heightening competition and forcing companies to invest in more autonomous technology for customers.

Deal ranks among Salesforce's largest acquisitions. In its nearly three-decade history, Salesforce has completed several multibillion-dollar deals. Its largest was a more than $27 billion acquisition of chat software platform Slack that closed in 2021.