Agentforce

Salesforce has agreed to acquire AI customer support company Fin for $3.6 billion to enhance its Agentforce business. The acquisition aims to expand Salesforce's AI agent capabilities, with Fin's technology handling 76% of support requests without human intervention. The deal is expected to close in Q4 2027 and follows Salesforce's recent strategic moves, including layoffs and other acquisitions.

Salesforce is laying off 86 employees in San Francisco as part of its second round of job cuts this year, while announcing the acquisition of m3ter and Contentful in a 13-month acquisition spree. The company is also repurchasing $50 billion of its own stock amid a 30% decline in share value, with CEO Marc Benioff highlighting strong cash reserves and record revenue in recent earnings.

Salesforce's Headless 360, a 'headless' CRM solution, has gained significant adoption since its April 2024 launch, processing 4.5 million MCP calls and nearly a trillion API calls. The platform allows users to access Salesforce data through external tools like WhatsApp, ChatGPT, and Slack, expanding Salesforce's addressable market and enabling customers like Adecco and Anthropic to integrate agents and workflows without traditional UI reliance.

Salesforce shares declined due to a weaker-than-expected revenue outlook, despite positive momentum from its Agentforce AI offering. The company failed to meet investor expectations for top-line growth, highlighting ongoing concerns about AI-driven market disruptions.