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

Salesforce on Monday said it is buying AI customer service platform Fin for about $3.6 billion as businesses accelerate their agentic offerings for enterprises. The deal, expected to close in the fourth quarter of the company's fiscal 2027 year, will complement its flagship Agentforce platform, offering additional ways to deploy agentic artificial intelligence, the company said in a release. Fin's primary offering is an AI agent capable of resolving chat, email, WhatsApp, text message, phone, and Slack queries, Salesforce said. "Together, we'll help companies of every size seize this opportunity — accelerating time to value with trusted agents that deliver measurable outcomes at scale," said Salesforce CEO Marc Benioff in a release. Like many software-as-a-service companies, Salesforce is grappling with concerns that new AI tools will render its business model obsolete. Against this backdrop, Salesforce shares have shed more than a third of their value in 2026. At the same time, the rise of agentic AI is heightening competition and forcing companies to beef up and invest in more autonomous tech for customers. "Over the past few years we've been shipping intensely," CEO Eoghan McCabe wrote in a post to social media platform X. "Including recently our groundbreaking model, Apex, and our paradigm-defining internal agent, Operator. With the resources of Salesforce, this will only accelerate." In its nearly three-decade history, Salesforce has made several multibillion-dollar acquisitions. Its largest was a more than $27 billion deal for chat software company Slack, which closed in 2021.