Salesforce.com has revealed plans to acquire the artificial intelligence customer service platform Fin for approximately $3.6 billion. This strategic move comes as competition intensifies in the autonomous agent technology sector, positioning Salesforce to accelerate the deployment of its own related product offerings.
The company's largest acquisition to date remains the purchase of the instant messaging platform Slack for over $27 billion.
On Monday, Salesforce.com (NYSE: CRM) announced the agreement to purchase Fin, an AI-powered customer service platform. This acquisition aligns with the industry-wide trend of companies rapidly developing and launching autonomous agent services for business and government clients. Shares of Salesforce rose $2.16, or 1.30%.
According to the announcement, the transaction is anticipated to close in Salesforce's fiscal fourth quarter of 2027. Upon completion, Fin's technology is expected to complement the company's core Agentforce platform, providing enterprises with a broader range of solutions for implementing autonomous artificial intelligence.
Salesforce detailed that Fin's primary offering is an omnichannel AI customer service agent capable of handling user inquiries across various channels including online chat, email, WhatsApp, SMS, phone calls, and Slack. This intelligent agent is powered by Fin's proprietary large language model, Apex.
Salesforce.com CEO Marc Benioff stated in the announcement, "Together, we will help companies of every size seize the opportunity of this intelligent revolution. With trusted autonomous agents, businesses will be able to quickly realize value and achieve measurable outcomes at scale."
Similar to many other SaaS software firms, Salesforce.com is confronting industry concerns that new generations of AI tools could disrupt existing business models. Influenced by this outlook, the company's stock has declined by more than one-third since the beginning of 2026.
Concurrently, the autonomous agent AI field is gaining significant momentum, with heightened competition driving companies to increase investments and enhance their fully automated, customer-facing intelligent technologies.
Fin CEO Orgen McCabe posted on the X platform, "For years we have been iterating at a relentless pace, recently launching our breakthrough proprietary model, Apex, and our internal agent, Operator, which is redefining industry standards. With the resources of Salesforce behind us, the speed of our technology development will increase further."
Over its nearly three-decade history, Salesforce.com has completed several multi-billion dollar acquisitions. The most substantial of these was the acquisition of the instant messaging company Slack, finalized in 2021 for a value exceeding $27 billion.