On Thursday (10), Salesforce completed the acquisition of Fin, formerly Intercom, for approximately US$ 3.6 billion, incorporating into the group a platform of artificial intelligence agents for customer service used by more than 30,000 companies. The deal had been announced in June.
With the closing, Salesforce now controls Fin's technology and AI team, which will be used to expand its automated customer service offering and strengthen Agentforce, the company's platform for creating and operating AI agents.
Fin says its agent can resolve, on average, 76% of customer inquiries without human intervention. The technology operates on channels such as chat, email, WhatsApp, SMS, voice and Slack.
Fin expands Salesforce's bet on AI customer service
Salesforce's strategy is to offer different levels of automation for companies. Fin can run on top of customer service systems that customers already use, while Agentforce allows for more personalized implementations integrated with corporate infrastructure.
The acquired company was known as Intercom until May 2026, when it adopted the name Fin, the same as its main AI agent. The Intercom brand continues to be used by the company's customer service software platform.
When it announced the deal in June, Salesforce said the purchase would be worth approximately US$ 3.6 billion. The transaction adds to the group's portfolio a company already established in the customer service market and expands its competition for the use of AI agents in corporate support operations.
