Salesforce has signed an agreement to acquire Fin, formerly known as Intercom for approximately US $3.6 billion. The deal marks on of the largest enterprise AI acquisitions of 2026 so far.
Fin’s core offering includes an AI agent that resolves complex customer queries end-to-end across different channel, including live chat, email, WhatsApp, SMS, phone, and Slack. The agent runs on Fin’s proprietary AI model, Apex, purpose-built for customer support, which has demonstarted resolution rates that outperform top commercially available frontier models.
Reportedly, : Fin’s AI agent has already demonstrated strong customer outcomes, including resolving on average 76 percent of support volume end-to-end. For any organisation running a customer service operation at scale, that figure represents a significant reduction in cost-to-serve.
Salesforce plans to integrate Fin’s team and technology into Agentforce, its existing platform that lets businesses build custom AI agents for task automation. The acquisition will also bring a long-tenured technical AI team and an established global customer base of more than 30,000 companies to Salesforce.
Marc Benioff, Chair and CEO of Salesforce, framed the deal in terms of scale and speed. “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.
Fin co-founder and CEO Eoghan McCabe confirmed he will remain CEO of Fin post-acquisition, and that Des Traynor will continue leading research and development. McCabe emphasised that the acquisition will accelerate Fin’s product roadmap, including its recently launched model, Apex, and an internal agent called Operator.
Like many software-as-a-service companies, Salesforce is grappling with concerns that new AI tools will render its business model obsolete. The company’s shares have shed more than a third of their value in 2026. At the same time, the rise of agentic AI is heightening competition and forcing companies to invest in more autonomous technology for customers. The Fin acquisition is Salesforce’s most direct response yet to both pressures simultaneously — adding AI capability that is already generating enterprise ROI while reinforcing Agentforce as the platform where that capability lives.
The transaction is expected to close in the fourth quarter of Salesforce’s fiscal year 2027, corresponding to early calendar 2027, subject to regulatory approval.