Salesforce said Monday that it will acquire customer experience software company Cresta, which adds another company building AI agents to its Customer 360 business unit.
Cresta’s voice agents help real representatives navigate customer interactions, the company said, adding that they can also manage interruptions and “operate at enterprise scale for leading brands including Marriott, Comcast and Alaska Airlines," Salesforce said in a press release. The move furthers the company’s push into the AI agents for customer service and follows the September acquisition of AI customer research startup Listen Labs for $2 billion.
Salesforce didn’t disclose the terms of the deal, but The Information reported it was valued at $2.7 billion.
“Voice is where service is hardest to get right, and where it matters most to customers,” Kishan Chetan, EVP and GM of Agentforce and Service Cloud, Salesforce, said in the release. “Cresta has built voice agents that handle complex, high-volume calls for some of the world’s largest brands. As more service is resolved in the conversation itself, together we’ll bring the customer, the conversation and the outcome into one place.”
