Salesforce Buys Listen Labs for $2 Billion AI-Powered Customer Research

Salesforce has announced its plan to acquire AI customer research startup Listen Labs. The acquisition price was reported to be around $2 billion, although the exact terms were not disclosed.

The deal is set to be completed by the end of Salesforce's fiscal year in 2027, pending regulatory approval. This marks the second significant acquisition for Salesforce this year, following its purchase of customer service automation company Fin for approximately $3.6 billion in June.

Listen Labs' platform uses AI agents to conduct customer research, including participant recruitment and analysis of responses. The startup's network exceeds 50 million people and can conduct interviews in over 120 languages.

The technology will be integrated into Salesforce's Marketing Cloud and Service Cloud platforms. Aman Naymat, president of Salesforce AI Labs, stated that Listen Labs' agents are valuable for understanding the context of customer feedback.