A Salesforce sign at an office in San Francisco, California, on February 25, 2026.
Benjamin Fanjoy | Getty Images
sales force The company announced Monday that it will acquire AI customer service platform Fin (formerly known as Intercom) for about $3.6 billion as companies accelerate the delivery of enterprise agent services.
The deal, expected to close in the fourth quarter of the company’s fiscal year 2027, complements Salesforce’s flagship Agentforce platform and provides an additional way to deploy agent-based artificial intelligence, the company said in a release.
Salesforce says Fin’s main product is an AI agent that can resolve queries in chat, email, WhatsApp, text messages, phone calls, and Slack. This agent is powered by a proprietary AI model known as Apex.
“Together, we will help companies of all sizes seize this opportunity, accelerating time to value with trusted agents that deliver measurable outcomes at scale,” Salesforce CEO Marc Benioff said in a release.
Like many software-as-a-service companies, Salesforce is battling concerns that new AI tools will make its business model obsolete. The company’s stock has fallen by more than a third of its value in 2026.
At the same time, the rise of agent AI is increasing competition and forcing companies to invest more in more autonomous technologies for their customers.
Fin CEO Eoghan McCabe said in a post on X, “Over the past few years, we’ve been shipping hard, including most recently with Apex, our breakthrough model, and Operator, our paradigm-defining internal agent. Salesforce’s resources will accelerate this even further.”
McCabe has publicly supported President Donald Trump, posting photos on social media with the president and his administration.
McCabe founded Intercom in 2011 with Des Traynor, Ciaran Lee and David Barrett. The company changed its name to Fin last month, but McCabe said in a blog post at the time that its customer service software would continue as Intercom.
Intercom’s icon, which displays a customer service chat window, became a common feature in the bottom right corner of brand websites, prompting other companies to develop similar products.
McCabe sparked controversy in 2019 when The Information reported allegations that the CEO had made “unwanted advances” toward some female employees. In a statement through a spokesperson, McCabe told the publication that he “demonstrated poor judgment” in the early days of the company and “apologised at the time.”
In 2020, Mr. McCabe served as Executive Director of Intercom, formerly intuition Executive Karen Peacock has been appointed CEO. McCabe will return in 2022 and wrote in the post, “While several members of the board have asked if I would like to come back, I felt I needed to finish what I started.”
Salesforce has made several multibillion-dollar acquisitions in its nearly 30-year history. The largest of these was a more than $27 billion deal with chat software developer Slack that closed in 2021.
In its most recent quarterly earnings report, Salesforce beat Wall Street expectations, but its backlog fell short.
The results prompted Benioff, who joined Jim Cramer’s “Mad Money,” to dismiss concerns that the company was being destroyed by AI. He said the company had “record” trading in the first quarter and that Slack has seen strong growth thanks to AI.
“I’ve never seen so many large deals happen, and I think they’ll happen in the second quarter as well. There will probably be fewer layoffs,” he said.
—CNBC’s Jordan Novet contributed to this report.
