Salesforce is acquiring Fin, an AI customer service platform, for $3.6 billion（約5800億円） to strengthen its Agentforce agent-building product.

What happened

Salesforce announced it will buy Fin (formerly Intercom) for $3.6 billion（約5800億円）. Fin provides an AI agent that handles customer inquiries across multiple channels including live chat, WhatsApp, SMS, phone calls, and Slack. The deal is expected to close in the fourth quarter of Salesforce's fiscal year 2027.

Why it matters

Salesforce plans to combine Fin's agent technology and team with Agentforce, its platform for building custom AI agents that automate business tasks. The company frames this as helping businesses of all sizes deploy trusted agents that deliver measurable outcomes at scale. Fin co-founder Eoghan McCabe noted the company has recently shipped a model called Apex and an internal agent called Operator, and said Salesforce's resources will accelerate this work.

What to watch

Fin's leadership—including McCabe as CEO and Des (co-founder) running R&D—will remain in place after the acquisition closes. The deal values Fin at $3.6 billion（約5800億円） and is expected to complete in the first few months of 2027 due to how Salesforce reports its fiscal year.