Salesforce has signed a definitive agreement to acquire Fin, an AI-powered customer service platform formerly known as Intercom, for approximately $3.6 billion [1, 2, 3, 4, 5, 6]. The deal is expected to close in Salesforce’s fiscal 2027 fourth quarter, likely between November 2026 and January 2027, pending regulatory approval [1, 2, 3, 4, 7, 5, 6].
Fin’s flagship product, AI Agent, autonomously resolves up to 76% of customer queries across channels such as live chat, email, WhatsApp, SMS, phone, and Slack [1, 2, 3, 4, 8, 9, 7, 5, 6]. Its proprietary AI model, Apex, is built on large language models including OpenAI GPT-4 and Anthropic Claude, and trained on billions of support interactions [2, 3, 4, 9, 5, 6].
Headquartered in San Francisco and Dublin, Fin employs over 1,100 staff and serves more than 30,000 enterprise customers worldwide [2, 9, 7, 5]. Founded in 2011 by Eoghan McCabe, Des Traynor, Ciaran Lee, and David Barrett, the company recently grew its annual revenue to $283 million with AI-related recurring revenue surpassing $100 million as of early 2024 [2, 9, 7, 5, 6]. Despite reporting a pre-tax loss of $23 million, Fin remains a major player in AI customer service [7, 5, 6].
Salesforce’s purchase will complement its existing autonomous AI agent platform, Agentforce, which hit $1.2 billion in annual recurring revenue in the first quarter of fiscal 2027, growing 205% year-over-year [1, 2, 3, 4, 8, 9, 5]. Marc Benioff, Salesforce CEO, said Fin has "proven agent technology, a deep commitment to customer success, and an incredible AI team that will complement Agentforce with powerful service agent capabilities" [2].
Fin CEO and co-founder Eoghan McCabe will remain in his role to lead technology integration after the acquisition closes. He said, "With the resources of Salesforce this will only accelerate. And yet little will practically change. I’ll still be CEO, Des will still be running R&D, we’ll both still be committed to continuing to lead this category" [2, 4].
The acquisition is among Salesforce’s largest AI deals to date, positioning the company to compete with tech giants Microsoft, Google, and ServiceNow in the autonomous AI agent market [3, 5, 6]. The transaction is expected to finalize between November 2026 and January 2027, subject to regulatory approvals [1, 2, 3, 4, 9, 7, 5, 6].
