UCaaS + CCaaS MetriRank 2026
September 30, 2026
Salesforce to Acquire Fin to Complement Agentforce
Artificial Intelligence
Customer Experience
MetriNote
Complimentary Content
Agentic AI
AI Self-Service Agents
Contact Center as a Service (CCaaS)
Workflow Automation
Summary
Author: Beth Schultz, VP of Research and Principal Analyst
What's the news?
On June 15, 2026, Salesforce announced a definitive agreement to acquire AI agent provider Fin, formerly known as Intercom, for approximately $3.6 billion. Fin customer support agents, powered by a proprietary AI model, work across channels, including email, live chat, phone, Slack, and WhatsApp. As stated in the press release announcing the acquisition and during an analyst briefing, Salesforce sees the Fin AI agent platform as complementary to its Agentforce platform, bringing options to is portfolio particularly suited for the self-service and small and medium-sized business markets. Salesforce will share more details on how it will operate the Fin business close to the transaction’s close, expected in its fiscal fourth-quarter 2027, ending Jan. 31, 2027.
Author(s)
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