Salesforce reels in customer support AI specialist Fin for $3.6B
ai and ml
Support bot maker claims its AI agents can resolve three-quarters of customer queries without human help
Salesforce has agreed to buy AI customer support outfit Fin for $3.6 billion, bolstering its Agentforce business as software vendors race to convince customers that bots really can handle customer service.
The CRM giant announced on Monday that it had signed a definitive agreement to acquire Fin, formerly known as Intercom, in a deal expected to close during the fourth quarter of Salesforce's fiscal 2027.
Fin's flagship product is an AI customer service agent designed to handle support requests across platforms including live chat, email, WhatsApp, SMS, Slack, and phone. Fin says that the system is powered by its proprietary Apex model, built specifically for customer support workloads.
"We're thrilled to welcome Fin to Salesforce as we enable every company to become an agentic enterprise," Salesforce CEO Marc Benioff said in...
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