Salesforce completes Fin AI acquisition

• Salesforce (NYSE:CRM) completed its acquisition of Fin, formerly Intercom, a customer AI agent platform.
• The deal adds Fin’s technology, AI team, and customer base of more than 30,000 companies to Salesforce.
• Salesforce plans to integrate Fin into its Agentforce platform to expand AI-powered customer service capabilities.

Salesforce (NYSE:CRM) completed its acquisition of Fin, formerly Intercom, adding an AI customer agent platform and a customer base of more than 30,000 companies.

The acquisition expands Salesforce’s customer service AI offerings as businesses continue adopting automated support tools across channels including chat, email, WhatsApp, SMS, voice, and Slack.

"Fin brings proven agent technology and an extraordinary AI team to Salesforce, making Agentforce even more powerful for customer service," said Marc Benioff, Chair and CEO of Salesforce.

Fin’s AI customer agent platform uses proprietary models designed for customer experience applications and reports an average resolution rate of 76% across customer service interactions.

Salesforce said Fin will continue serving existing customers while advancing AI agent capabilities as part of Salesforce AI Labs.

The acquisition adds Fin to Salesforce’s portfolio of AI products, with the company continuing to develop Agentforce and other artificial intelligence solutions for enterprise customers.