Salesforce has agreed to acquire Fin, formerly known as Intercom, for approximately $3.6 billion.
The transaction is expected to strengthen Salesforce’s AI-driven customer service offerings by combining Fin’s autonomous customer support technology with Salesforce’s (NYSE: CRM) Agentforce platform. Fin’s AI Agent handles customer inquiries across channels including chat, email, phone, SMS, WhatsApp and Slack, leveraging its proprietary Apex model to automate complex support interactions.
Fin provides AI-powered customer service automation software designed to resolve customer support inquiries end-to-end without human intervention. The company serves more than 30,000 customers globally and has developed proprietary AI models specifically for customer support applications. Its technology is used across a broad range of industries to automate service operations, improve resolution rates and reduce support costs through autonomous customer interactions.