Salesforce's AI plan = buy more stuff

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.