US software company Salesforce will acquire AI customer service platform Fin (formerly Intercom) for around $3.6 billion. Salesforce announced this on Monday.
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The acquisition is intended to complement Agentforce, Salesforce’s proprietary platform for developing autonomous AI agents, and provide customers with more opportunities to use AI agents in their customer service processes, the statement said.
Fin’s core product is an AI agent that solves complex customer queries end-to-end across all channels, including live chat, email, WhatsApp, SMS, phone and Slack, Salesforce highlights. Fin’s AI agent is based on the company’s proprietary AI model “Apex”, which was developed specifically for customer support. Fin’s AI agent technology will help companies improve autonomous problem solving, reduce service costs and accelerate the introduction of AI in their service areas, Salesforce explained the acquisition.
“Fin brings proven agent technology, a strong commitment to customer success, and an outstanding AI team that will complement Agentforce with powerful service agent capabilities,” said Salesforce CEO Marc Benioff. Together we will help companies of all sizes achieve measurable results faster with trustworthy AI agents. The transaction is expected to close in the fourth quarter of fiscal 2027.
The rapid development of AI agents has massively increased the pressure on classic software companies like Salesforce. Many customers and market observers are wondering whether AI solutions will take over a large part of software development in the future.
The Fin deal serves to strengthen Salesforce’s position in the competitive AI market. Last year, Salesforce acquired US data integration software provider Informatica for around $8 billion with the aim of embedding generative AI more deeply into its products. The Informatica acquisition was Salesforce’s largest acquisition since it purchased communication tool Slack in 2021 for $27.7 billion.
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