Salesforce signs $3.6 billion deal to acquire AI agent maker Fin

Salesforce has signed a definitive agreement to acquire Fin, the AI customer-service company formerly known as Intercom, for about $3.6 billion, the company said on June 15. The price is subject to customary purchase-price adjustments, and the deal is expected to close in the fourth quarter of Salesforce's fiscal 2027, around January 2027, pending regulatory clearances.

The target is Fin the standalone company, not an in-product feature. Its core product is an AI Agent built on Apex, a proprietary model the company says is tuned for customer support and outperforms leading frontier models on resolution rates. Salesforce plans to fold both the AI Agent and the Apex model into Agentforce, its platform for what it calls autonomous digital labor.

Fin says its AI Agent resolves roughly 76 percent of incoming support requests end to end without human involvement, across live chat, WhatsApp, SMS, phone, Slack, and email. That figure is a vendor claim and has not been independently verified. The company reports more than 30,000 business customers globally, a base Salesforce would inherit along with Fin's technical AI team.

The acquisition lands as Salesforce pushes Agentforce as the centerpiece of its strategy to sell software that completes work rather than merely assisting with it. Buying an established support-automation vendor gives it a shipping product, a customer roster, and engineering talent in one move, rather than building an equivalent agent in house.

In its investor announcement, Salesforce framed the deal as expanding the autonomous capabilities of Agentforce. The company did not break out Fin's revenue or detail how Apex will be integrated alongside Salesforce's own models.

Closing remains contingent on regulatory review, and the integration timeline puts any combined product well into 2027. For now, Fin continues to operate its existing service while the transaction works through approval.