Salesforce to buy AI customer service platform Fin for $3.6 billion to boost agentic offerings

Salesforce is acquiring Fin (formerly Intercom), an AI customer service platform, for $3.6 billion to strengthen its agentic AI (autonomous artificial intelligence agents that can independently handle tasks) offerings. Fin's main product is an AI agent powered by a proprietary model called Apex that can resolve customer inquiries across multiple channels including chat, email, WhatsApp, and Slack. This acquisition reflects how software companies are competing to invest in more autonomous AI technologies as businesses increasingly demand agentic solutions.