Salesforce has agreed to buy Fin, an AI customer service company formerly known as Intercom, in a deal valued at about $3.6 billion, pending regulatory approval. The acquisition is presented as part of Salesforce’s push to expand its enterprise AI and “agentic” offerings, including its Agentforce platform. Fin provides AI-powered customer agents designed to handle customer support inquiries and support agent workflows across multiple communication channels. Reports describe Fin’s flagship AI Agent as resolving customer queries without a human and as capable of operating across chat, email, WhatsApp, text message, phone, and Slack. Salesforce is expected to integrate Fin’s technology into its existing customer service and AI tooling. Multiple outlets also note that the transaction is a definitive agreement announced on Monday and that it is subject to standard regulatory review. The deal combines Fin’s customer-agent capabilities with Salesforce’s broader platform strategy, as the CRM company seeks to win more enterprise AI business and strengthen its position in the customer service automation market.