Salesforce has acquired AI customer service platform Fin for $3.6 billion

Sales force Announce On Monday it will acquire the AI ​​customer service platform Fin For $3.6 billion. Previously known as Internal communicationFin offers an AI-powered agent that can resolve customer queries across channels, using live chat, WhatsApp, SMS, phone calls, Slack, and more.

Salesforce says it wants to use the Fin team and its technologies to improve Agentforce, the existing enterprise platform that companies can use to build custom AI agents that automate tasks.

“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,” Salesforce CEO Marc Benioff said in a statement. “Together, we will help businesses of all sizes seize this opportunity – and accelerate the time to value with trusted agents that deliver measurable results at scale.”

The deal is expected to close in the fourth quarter of Salesforce’s fiscal 2027, which is actually scheduled to occur in the first few months of 2027 due to how the company reports its financials.

“To our customers: Over the past few years, we have been shipping aggressively. Including our most recently leading model, Apex, and our internal model-defining agent, Operator,” Fin co-founder and CEO Eoghan McCabe wrote in an