Salesforce makes a voice AI move
Salesforce announced it has signed a definitive agreement to acquire Cresta, a company that develops AI voice agents for customer service. The deal is expected to close in the first quarter of Salesforce's fiscal year 2028, which roughly corresponds to late 2027. The acquisition price was reported at $2.7 billion, though Salesforce did not disclose the figure in its official announcement.
What does Cresta do?
Cresta offers AI voice agents capable of handling complex customer calls from start to finish. This technology is used in call centers to assist human agents or fully automate certain interactions. Salesforce plans to integrate these capabilities into its Service Cloud product to strengthen its customer service platform.
When will the deal close?
The transaction requires regulatory approvals. Salesforce expects the deal to close in the first quarter of its fiscal year 2028, which is around late 2027.
Why it matters
This acquisition shows that AI-powered voice agents are becoming mainstream in customer service. Combined with Salesforce's existing cloud services, Cresta's technology could help businesses reduce call center costs and improve customer experience.
