Illustration: Allie Carl/Axios
Salesforce is throwing more cash at its AI problem, announcing Monday that it will buy agentic customer service company Fin for $3.6 billion.
The big picture: Salesforce has made more than a dozen acquisitions since the start of 2025, primarily in an effort to build out Agentforce.
Zoom in: Fin changed its name in May to focus on its growing agentic platform, which can manage chat, email and other queries and is powered by its own proprietary AI model.
- The 15-year-old company had raised more than $511 million in equity and debt from more than 50 investors. It had previously operated as Intercom, an older customer service software platform.
Behind the scenes: Only around 12% of Salesforce's customers have adopted Agentforce, raising questions about whether the platform can deliver what CEO Marc Benioff constantly promises.
- Salesforce's stock is down around 33% since the company began its buying spree.
By the numbers: Salesforce did report last quarter that Agentforce and Data 360 saw combined ARR reach nearly $3.4 billion — a 200%-plus increase year over year.
The bottom line: Salesforce is still struggling to get AI right.
