Salesforce agreed to buy Fin, the AI customer-service platform formerly known as Intercom, for about $3.6 billion in a bid to deepen its agentic artificial-intelligence capabilities across its Agentforce suite. The deal, slated to close in the fourth quarter of Salesforce’s fiscal 2027, would add Fin’s Apex-powered virtual agents that handle inquiries across chat, email, WhatsApp, SMS, phone and Slack. The purchase underscores intensifying competition to automate front-line support and follows Salesforce’s history of large-scale acquisitions, including Slack in 2021. CEO Marc Benioff said the combination will deliver faster time to value for customers, as investors weigh whether AI augments or disrupts Salesforce’s core SaaS model after a sharp share-price decline this year.
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