Salesforce Buys Listen Labs to Boost Customer Research AI

Salesforce is expanding its customer and user understanding capabilities with the acquisition of Listen Labs, an AI-powered customer research and human simulation platform.

The acquisition will help companies worldwide to move beyond static surveys and traditional market research to understand, and even simulate, what customers will do and why, then turn those insights into action.

Listen Labs's AI agents can design studies, conduct in-depth research, and synthesize insights, automating the lifecycle of connecting with customers and analyzing their feedback. This process is typically streamlined from months to days, helping companies make faster, better-informed decisions that deliver exceptional customer experiences.

The acquisition will expand Salesforce's AI portfolio and complement its Marketing Cloud, Service Cloud offerings. With Listen Labs, Salesforce will empower companies to turn qualitative feedback into actionable insights for decision-makers and context for agents at scale.