SAN FRANCISCO, CA
Acquisition Strengthens Agentforce With Industry-Leading AI Customer Service Capabilities and Accelerates Adoption of Autonomous AI Agents
Salesforce (NYSE: CRM) , the global leader in customer relationship management (CRM), today announced that it has entered into a definitive agreement to acquire Fin, formerly Intercom, a leading provider of AI-powered customer service solutions. Under the terms of the agreement, Salesforce will acquire Fin for approximately $3.6 billion, subject to customary purchase price adjustments.
Fin’s flagship AI Agent enables organizations to resolve complex customer inquiries autonomously across multiple channels, including live chat, email, WhatsApp, SMS, phone, and Slack. The platform is powered by Apex, Fin’s proprietary AI model specifically designed for customer support, delivering industry-leading resolution rates that outperform leading commercially available frontier models.
“Today marks an exciting milestone as we welcome Fin to Salesforce and further our vision of helping every company become an agentic enterprise,” said Marc Benioff, Chair and Chief Executive Officer of Salesforce. “Fin’s proven AI agent technology, exceptional talent, and customer-first approach will complement Agentforce and enhance our ability to deliver trusted, measurable business outcomes for organizations around the world.”
“This is a transformative moment for Fin and our customers,” said Eoghan McCabe, Chief Executive Officer and Co-Founder of Fin. “Our mission has always been to redefine customer service through AI. By joining Salesforce, we gain the scale, reach, and platform necessary to bring our technology to millions of users worldwide and accelerate innovation across the industry.”
Accelerating AI-Powered Customer Service
The acquisition builds on the momentum of Agentforce, which reached $1.2 billion in annual recurring revenue (ARR) in Q1 FY27, representing 205% year-over-year growth. Fin’s packaged AI offerings and proprietary models will complement Agentforce’s highly customizable platform, providing organizations with additional fast-to-value deployment options.
Upon completion of the transaction, Salesforce and Fin will offer customers expanded capabilities to deploy AI agents across customer service operations. The combined solutions will provide rapid implementation options for small and mid-sized businesses while continuing to support enterprise-scale transformations built on trusted data, security, governance, and integration.
Fin’s technology is designed to improve autonomous resolution rates, reduce service costs, and accelerate AI adoption. The company’s AI agents have demonstrated the ability to resolve an average of 76% of customer support interactions end-to-end. The acquisition will also add a highly experienced AI engineering team and a global customer base of more than 30,000 organizations.
Transaction Details
The transaction is expected to close during the fourth quarter of Salesforce’s fiscal year 2027, subject to customary closing conditions and regulatory approvals.
Based on the anticipated timing of the transaction, Salesforce does not expect any change to its previously announced fiscal year 2027 financial guidance issued on May 27, 2026. The acquisition is also not expected to affect Salesforce’s capital return program.
Forward-Looking Statements
This press release contains forward-looking statements regarding the proposed acquisition of Fin by Salesforce, including statements concerning expected benefits, integration plans, future business performance, financial guidance, and the anticipated timing of the transaction. These statements involve risks, uncertainties, and assumptions that could cause actual results to differ materially from those expressed or implied. Factors that may affect future results include the satisfaction of closing conditions, regulatory approvals, integration challenges, and other risks detailed in Salesforce’s filings with the U.S. Securities and Exchange Commission (SEC), including its most recent Annual Report on Form 10-K and Quarterly Reports on Form 10-Q. Salesforce undertakes no obligation to update any forward-looking statements except as required by law.
About Salesforce
Salesforce helps organizations of all sizes become agentic enterprises by bringing together humans, AI agents, applications, and data on a trusted, unified platform. Through its innovative technology solutions, Salesforce enables customers to drive growth, improve productivity, and deliver exceptional customer experiences.
For more information, visit www.salesforce.com.
Media Contact
Salesforce Media Relations