Salesforce Buys Customer-Support AI Agent for $3.6 Billion
By Connor Hart
Salesforce agreed to buy Fin, formerly Intercom, for about $3.6 billion, adding an artificial-intelligence agent that provides customer support to its portfolio.
Salesforce said Monday the purchase would bring Fin's customer-agent platform to companies of all sizes, increasing its value proposition and expanding its ability to deliver autonomous agents across the enterprise.
Fin's AI agent is designed to resolve complex customer queries across a variety of channels including live chat, email and phone. The technology can help organizations improve automation, reduce costs and accelerate AI adoption.
The agent is powered by Apex, a proprietary AI model, which was purpose-built for customer support and has demonstrated industry-leading resolution rates, according to Salesforce.
"We're thrilled to welcome Fin to Salesforce as we enable every company to become an agentic enterprise," Chief Executive Marc Benioff said.
The deal is expected to close in the fourth quarter of Salesforce's fiscal 2027, subject to customary closing conditions and required regulatory approvals.
Fin said its offerings will compliment Salesforce's existing platform, adding new fast-to-value deployment options for service organizations.
"By joining forces with Salesforce, we can deploy it far and wide at a rate far faster than we could have ever achieved on our own," Chief Executive Eoghan McCabe added.
Write to Connor Hart at connor.hart@wsj.com
(END) Dow Jones Newswires
June 15, 2026 09:09 ET (13:09 GMT)
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