Salesforce Set to Acquire AI-Powered Customer Research Startup Listen Labs for $2 Billion
Salesforce is set to acquire AI customer research startup Listen Labs in a reported $2 billion deal, pending regulatory clearance.
The agreement follows Salesforce's purchase of customer service automation company Fin for about $3.6 billion in June and is expected to close in the fourth quarter of its fiscal 2027.
Listen Labs uses AI agents that simulate how customers will behave, using digital twins created from real customer behavior. This technology allows companies to see how buyers are likely to respond before making a decision, reducing research time from months to days.
Salesforce plans to integrate the Listen Labs technology into its Marketing Cloud and Service Cloud platforms, with Aman Naimat, president of Salesforce AI Labs, stating that the startup's agents can 'uncover context behind customer and user feedback'.