IBL News | New York
Salesforce said it’s acquiring the AI customer service platform Fin, formerly known as Intercom, for $3.6 billion.
The deal, expected to close in the fourth quarter of the company’s fiscal year 2027, will result in the integration of Fin, with its 30,000 business customers, into the Salesforce Agentforce portfolio.
Powered by its proprietary AI model, Apex, Fin’s AI Agent autonomously manages customer support queries across chat, email, phone, SMS, WhatsApp, and Slack.
Salesforce CEO Marc Benioff in a release.
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 beef up and invest in more autonomous tech for customers.
Fin CEO Eoghan McCabe, who has publicly endorsed President Donald Trump and posted photos, started Intercom in 2011 with Des Traynor, Ciaran Lee, and David Barrett.
In its three-decade history, Salesforce has made several multibillion-dollar acquisitions. Its largest was in 2021, the purchase of Slack for $27 billion.
We’re excited to share that we just signed an agreement for @salesforce to acquire @fin_ai for ~$3.6B. The transaction is expected to close in the fourth quarter of Salesforce’s fiscal year 2027.
Fin started as Intercom 15 years ago. We changed our name to cap our transformation… pic.twitter.com/ghD3xGld55
— Eoghan McCabe (@eoghan) June 15, 2026