Salesforce to buy Fin for $3.6 billion to expand AI agent business
Salesforce is acquiring AI customer service platform Fin for approximately $3.6 billion, marking one of the company's largest deals as it pushes deeper into the fast-growing market for agentic artificial intelligence.
As per CNBC the cloud software giant announced Monday that the acquisition is expected to close in the fourth quarter of its fiscal 2027 year. Salesforce said Fin will complement its flagship Agentforce platform by expanding the ways businesses can deploy autonomous AI agents across customer service operations.
Fin specialises in AI-powered customer support tools that can handle queries across multiple channels, including chat, email, WhatsApp, text messages, phone calls and Slack. The platform is powered by its proprietary AI model, Apex.
"Together, we'll help companies of every size seize this opportunity — accelerating time to value with trusted agents that deliver measurable outcomes at scale," Salesforce chief executive Marc Benioff said in a statement.
The deal comes as software companies race to strengthen their artificial intelligence capabilities amid growing demand from enterprise customers for autonomous systems that can perform tasks with minimal human intervention.
Salesforce, like many software-as-a-service providers, has faced investor concerns that advances in generative AI could disrupt traditional business models. The company's shares have lost more than a third of their value so far in 2026 as investors weigh both the opportunities and risks presented by the technology.
At the same time, the emergence of agentic AI has intensified competition across the software sector, prompting companies to invest heavily in new products and acquisitions designed to automate business processes.
Fin chief executive Eoghan McCabe welcomed the acquisition, saying the partnership would help accelerate the company's development efforts.
"Over the past few years we've been shipping intensely," McCabe wrote on 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."
The acquisition adds to Salesforce's long history of major deals. The company's largest acquisition remains its more than $27 billion purchase of workplace messaging platform Slack, which closed in 2021.
The announcement follows Salesforce's latest quarterly earnings report, in which the company exceeded Wall Street revenue expectations but delivered a weaker-than-expected backlog forecast.
Speaking after the results, Benioff rejected suggestions that Salesforce was being threatened by AI disruption. He pointed to strong demand for the company's products and growing adoption of AI-powered services across its portfolio.
"We've never seen this many large transactions happen," Benioff said, adding that Slack had experienced strong growth driven by AI-related demand.
The Fin acquisition is expected to strengthen Salesforce's position as enterprises increasingly seek AI agents capable of handling customer interactions, automating workflows and improving operational efficiency at scale.
