Salesforce to Buy AI Customer Service Firm Fin for $3.6 Billion

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Salesforce Inc. has agreed to buy Fin, a firm that develops artificial intelligence-powered customer agents, for about $3.6 billion as the software company works to win new business for enterprise AI. Fin’s flagship product, AI Agent, handles customer queries via chat, email, WhatsApp, text message, phone and Slack. It will complement Salesforce’s own AI agent tool, Agentforce, the San Francisco-based company said Monday in a statement. The deal is expected to close in Salesforce’s fiscal 2027 fourth quarter. The software giant has been promoting Agentforce, its own AI tool that is meant to handle tasks such as customer service without human oversight. AI is a key part of Salesforce’s growth strategy as the company fights off fears that frontier AI developers will poach market share. Agentforce won 29,000 deals so far, leading some customers to boost annual spending. Still, the product’s current capabilities don’t always match Salesforce’s marketing, Bloomberg News reported last month. Bloomberg Intelligence Technology Analyst Anurag Rana joined Paul Sweeney and Scarlet Fu on "Bloomberg Intelligence" on why Salesforce needed this AI customer service firm. -------- Watch Bloomberg Radio LIVE on YouTube Weekdays 7am-6pm ET Saturday & Sunday 7am-10am ET WATCH HERE: http://bit.ly/3vTiACF Follow us on X: https://twitter.com/BloombergRadio Subscribe to our Podcasts: Bloomberg Daybreak: http://bit.ly/3DWYoAN Bloomberg Surveillance: http://bit.ly/3OPtReI Bloomberg Intelligence: http://bit.ly/3YrBfOi Balance of Power: http://bit.ly/3OO8eLC Bloomberg Businessweek: http://bit.ly/3IPl60i Listen on Apple CarPlay and Android Auto with the Bloomberg Business app: Apple CarPlay: https://apple.co/486mghI Android Auto: https://bit.ly/49benZy Visit our YouTube channels: Bloomberg Podcasts: https://www.youtube.com/bloombergpodcasts Bloomberg Television: https://www.youtube.com/@markets Bloomberg Originals: https://www.youtube.com/bloomberg Quicktake: https://www.youtube.com/@BloombergQuicktake