Salesforce Completes Acquisition of Fin
Salesforce has completed its acquisition of Fin, formerly Intercom, adding its customer agent platform and AI team to expand autonomous service options.
Salesforce Completes Acquisition of Fin
Salesforce announced on September 10, 2026, that it has completed its acquisition of Fin, formerly Intercom. The move adds Fin's customer agent platform and technical AI team to Salesforce along with its global customer base of more than 30,000 companies, according to Salesforce News.
Acquisition Details
Fin's platform is powered by the Fin model suite of proprietary AI models trained for customer experience. The AI customer agent resolves complex queries end-to-end across live chat, email, WhatsApp, SMS, voice, and Slack channels, achieving an average resolution rate of 76%. As part of Salesforce's AI Labs, Fin will continue to serve its customers, advance its AI agent capabilities, and build market-defining AI models and technology.
Marc Benioff, Chair and CEO of Salesforce, stated that the combination makes Agentforce even more powerful for customer service. Eoghan McCabe, CEO and Co-Founder of Fin, noted the strategic benefit of reaching more businesses and their customers.
Integration with Existing Systems
Fin's AI agent works seamlessly with the help desks and systems companies already use across the customer experience. Alongside Agentforce's customizable platform, the addition broadens Salesforce's customer service AI portfolio. Organizations gain more choice in adopting autonomous service, from rapid deployment on existing systems to tailored enterprise-scale transformation.
What it means for revenue teams
Revenue teams gain access to faster ways to automate customer service through the combined platforms. The integration supports measurable outcomes at scale by resolving queries across multiple channels. Teams can deploy trusted AI agents on systems already in place, which may accelerate time to value for service operations tied to revenue processes.
