- Agentforce will be upgraded with Fin’s agentic technology and proprietary Apex model
- Fin, formerly Intercom, resolves 76% of customer queries with AI agents
- The acquisition will cost 3 times what Agentforce brings in annually
Salesforce has announced plans to demand Fin, the customer service giant formerly known as Intercom, for around $3.6 billion as it seeks to expand its AI-powered customer service tools.
Previously a customer messaging platform under the Intercom brand, Fin is now positioning itself as an AI-driven company with agents covering live chat, email, WhatsApp, SMS, phone and even Slack.
As part of the deal, Salesforce would also have access to Fin’s proprietary Apex model, which the company developed instead of relying on third-party models such as GPT and Gemini.
“Fin brings proven agent technology, a deep commitment to customer success, and an incredible AI team that will complement Agentforce with powerful service agent capabilities,” said Marc Benioff, CEO of Salesforce.
This comes at an important time for the company, with its agentic AI platform (Agentforce) now generating $1.2 billion in annual recurring revenue, representing 205% year-over-year growth. Fin’s agentic technology will strengthen this offering, rather than outright replacing Agentforce.
According to the announcement, Fin’s agent resolves more than three out of four customer tickets (76%) – a welcome statistic for Benioff, which has already laid off more than 5,000 workers since the start of 2025.
The deal, subject to regulatory approval, is expected to be finalized by the fourth quarter of this year.
“By joining forces with Salesforce, we can deploy it at scale, at a much faster pace than we ever could have done on our own,” said Fin CEO Eoghan McCabe. Salesforce boasts of its “established global customer base,” which spans 30,000 organizations.
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