Salesforce announced on Monday that it will acquire AI customer service platform Fin for $3.6 billion. The deal is expected to close in the fourth quarter of 2027, and it is meant to complement Salesforce’s flagship Agentforce platform, offering additional ways to deploy agentic artificial intelligence.
Fin’s key offering is an AI agent capable of resolving chat, email, WhatsApp, text message, phone, and Slack queries, Salesforce said. The agent is powered by its proprietary AI model known as Apex.
“Fin brings proven agent technology, a deep commitment to customer success, and an incredible AI team that will complement Agentforce with powerful service agent capabilities,” said Salesforce CEO Marc Benioff in a statement. “Together, we’ll help companies of every size seize this opportunity — accelerating time to value with trusted agents that deliver measurable outcomes at scale.”
READ: Salesforce lays off more employees in new round of cuts (June 10, 2026)
“To our customers: Over the past few years we’ve been shipping intensely. Including recently our groundbreaking model, Apex, and our paradigm-defining internal agent, Operator,” wrote Fin co-founder and CEO Eoghan McCabe in an X post. “With the resources of Salesforce this will only accelerate. And yet little will practically change. I’ll still be CEO, Des will still be running R&D, we’ll both still be committed to continuing to lead this category. Thank you very sincerely and deeply for your belief in us.”
Like many other software as a service companies, Salesforce is dealing with the threat of AI rendering its system obsolete. The company’s shares have shed more than a third of their value in 2026. However, it has also been leaning in on AI of late. Recently, Benioff said Salesforce could spend close to $300 million on Anthropic tokens in 2026 with most of the spending tied to coding work.
“These coding agents are awesome. Anthropic is awesome,” Benioff had said in a podcast, published May 15. “I am going to probably use $300 million of Anthropic this year at Salesforce. Coding. Everything’s going to be cheaper to make.”
READ: Salesforce to spend $300 million on Anthropic tokens amid hiring pause (May 18, 2026)
In April, Salesforce had also unveiled an updated version of cloud-based team communication platform Slack with a number of new artificial intelligence (AI) features. The updated version of Slack contains 30 new AI features including the ability to draft emails, schedule meetings, and sift through inboxes for specific information.
In its recent quarterly earnings report, Salesforce topped Wall Street’s estimates but its backlog came up short.
Recently in Jim Cramer’s “Mad Money,” Benioff shot down concerns that the company is getting disrupted by AI. He said the company saw “record” transactions in the first quarter, and Slack experienced strong growth due to AI.
“We’ve never seen this many large transactions happen, and also I think we’re going to see in the second quarter — attrition is probably coming down,” he said.