Salesforce announced on Monday that it will acquire the AI customer service platform Fin for approximately $3.6 billion, with the deal expected to finalize in the fourth quarter of its fiscal 2027 year.
This acquisition aims to bolster Salesforce's Agentforce platform by integrating Fin's AI agent, which can handle various customer inquiries across multiple channels, including chat, email, and messaging apps. CEO Marc Benioff emphasized that this partnership will enable companies to leverage AI for improved efficiency and measurable outcomes.
The move comes as Salesforce faces challenges from emerging AI technologies that threaten traditional business models, leading to a significant decline in its stock value, which has dropped over a third in 2026. Eoghan McCabe, CEO of Fin, noted that the collaboration with Salesforce will accelerate the development of their AI technologies, including their proprietary model, Apex.
Salesforce has a history of making substantial acquisitions, with its largest being the $27 billion purchase of Slack in 2021