New Delhi, June 15 -- Salesforce has agreed to acquire Fin, an artificial intelligence-powered customer service platform, for approximately $3.6 billion, the company confirmed on Monday. The announcement arrived just two days after the San Francisco-based software group notified employees of a fresh wave of redundancies across its AI, Mulesoft and Marketing Cloud divisions, underscoring the turbulent pace of transformation sweeping through one of Silicon Valley's most established enterprise technology firms.

Fin's flagship product is an AI agent designed to handle customer support queries across multiple channels, including live chat, email, WhatsApp, SMS, phone and Slack. The platform is driven by the company's proprietary AI model, kno...