Salesforce has announced a definitive agreement to acquire Fin, an AI customer service platform, for $3.6 billion. The move adds a specialized automation layer to Salesforce's enterprise ecosystem and signals a stronger push into intelligent customer support.
Fin is designed to handle customer questions across multiple channels, including live chat, WhatsApp, SMS, phone calls, and Slack. Its technology is built to respond quickly and consistently, helping businesses streamline service operations through AI-driven interactions.
According to Salesforce, Fin's team and platform will help expand Agentforce, the company's system for building custom AI agents that can automate business tasks. Salesforce CEO Marc Benioff said the combination is intended to give companies of all sizes more capable service agents and faster time to value.
Fin co-founder and CEO Eoghan McCabe said the company's work will continue with greater resources behind it, while keeping leadership and research direction in place. The transaction is expected to close in the final quarter of Salesforce's 2027 fiscal year.
This deal reflects how AI is moving from experimental tools to core business infrastructure, shaping the next generation of customer experience and enterprise productivity.
