Salesforce to buy AI customer service platform Fin

The deal is expected to close in the fourth quarter of Salesforce’s fiscal 2027 year and will strengthen its Agentforce platform by adding more AI agent capabilities.

Fin’s main product is an AI agent that can handle customer inquiries across chat, email, WhatsApp, text messages, phone calls, and Slack. The platform is powered by its proprietary AI model, Apex.

McCabe co-founded Intercom in 2011 with Des Traynor, Ciaran Lee, and David Barrett. The company was renamed Fin last month, although its customer service software continues to operate under the Intercom brand.

Intercom became widely known for its chat widget, which appears in the bottom-right corner of many websites to provide customer support. Its popularity inspired many other companies to develop similar customer service tools.

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Over its nearly 30-year history, Salesforce has completed several multibillion-dollar acquisitions. Its largest acquisition was the purchase of chat software company Slack for more than $27 billion, which was completed in 2021.

“Over the past few years we’ve been shipping intensely,” Fin CEO Eoghan McCabe wrote in a post on X. “Including our groundbreaking model, Apex, and our paradigm-defining internal agent, Operator, recently. With the resources of Salesforce, this will only accelerate.”

“Together, we’ll help companies of every size seize this opportunity — accelerating time to value with trusted agents that deliver measurable outcomes at scale,” said Salesforce CEO Marc Benioff in a release.

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