Salesforce will acquire AI customer service platform Fin for $3.6 billion（約5800億円）, aiming to strengthen its enterprise AI agent offerings.

What happened: Salesforce announced the acquisition of Fin, an AI platform that handles customer queries across channels including live chat, WhatsApp, SMS, phone calls, and Slack. The deal is valued at $3.6 billion（約5800億円） and is expected to close in the fourth quarter of Salesforce's fiscal year 2027 (early 2027). Fin's co-founder and CEO Eoghan McCabe will remain in his role.

Why it matters: Salesforce plans to integrate Fin's technology and team into Agentforce, its existing platform for building custom AI agents that automate business tasks. The acquisition gives Salesforce proven service agent capabilities to enhance what it already offers to enterprise customers seeking to deploy AI-powered automation at scale.

What to watch: The transaction closes in Q4 of Salesforce fiscal year 2027. Fin's leadership—CEO McCabe and R&D head Des—are staying on and committed to continuing to lead the product category.