Salesforce signed a definitive agreement to acquire Fin, the AI customer-service company formerly known as Intercom, for about $3.6B, folding it into the company's Agentforce platform. Fin's core product is an AI agent that resolves customer queries end-to-end across live chat, email, WhatsApp, SMS, phone, and Slack, powered by a proprietary support-tuned model called Apex that the company claims outperforms frontier models from OpenAI and Anthropic on resolution rates, closing roughly 76% of support requests without a human. The deal brings more than 30,000 business customers to Salesforce and gives it faster-to-deploy options aimed at smaller companies, complementing Agentforce, which hit $1.2B in ARR last quarter. It's expected to close in Salesforce's fiscal Q4 2027.
