The deal aims to enhance Salesforce’s AI-driven customer support capabilities with Fin’s 76% autonomous resolution rate.
Salesforce will acquire Fin, an AI-powered customer service platform, for $3.6bn to bolster its AI agent offerings. The purchase includes customary price adjustments and targets Fin’s proprietary Apex AI model, which handles over 2 million conversations weekly with a 76% autonomous resolution rate.
Fin, formerly Intercom, serves more than 30,000 organizations and generates over $400m in annual recurring revenue. The company has grown consistently, employing 1,400 staff across six global offices, and pivoted from communication tools to AI-driven support automation under founder leadership.
The acquisition underscores Salesforce’s push to integrate advanced AI into customer service workflows, leveraging Fin’s multi-channel capabilities across chat, email, and messaging platforms.