Salesforce Inc. announced plans to acquire customer service software provider Fin for approximately $3.6 billion.
The deal strengthens the cloud giant's Agentforce suite of artificial intelligence services. Founded in 2011 and formerly known as Intercom, Fin rebranded in March. Its AI-powered cloud platform processes customer support tickets, resolving more than two million incidents weekly for clients including Anthropic and Autodesk.
The platform allows companies to train underlying AI models on proprietary knowledge bases. Developers can also create specified automation workflows, called Fin Procedures, and test them using a built-in simulation tool before deployment. An analytics dashboard subsequently tracks effectiveness and surfaces common support requests to guide user experience improvements.
Fin's technology is partially driven by Apex, a custom AI model that the company reported outperformed Anthropic’s Claude on internal resolution metrics upon its February debut. Salesforce intends to integrate these capabilities to offer pre-packaged customer service automations.
“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,” said Salesforce CEO Marc Benioff.
Salesforce expects the acquisition to close in the fourth quarter of its 2027 fiscal year, ending January 31, 2027.