Salesforce agrees to acquire AI research platform Listen Labs

Salesforce (NYSE: CRM) has signed a definitive agreement to acquire Listen Labs, an AI-powered customer research and simulation platform, according to a company statement.

Listen Labs uses AI agents to design studies, recruit participants, conduct research, and synthesize findings. The platform draws from a network of more than 50 million participants and supports interviews in more than 120 languages. The company claims its system can reduce research timelines from months to days.

Listen Labs also offers digital twin simulations, which generate AI-modeled customer responses based on real customer behavior, allowing companies to test products or messaging before market release.

Salesforce said the acquisition is intended to expand its customer insight capabilities across Marketing Cloud, Service Cloud, and its broader AI portfolio.

"Listen Labs has reimagined customer experience, market research, and customer simulation with AI agents that can conduct meaningful research and uncover context behind customer and user feedback," said Aman Naimat, President of AI Labs at Salesforce.

Alfred Wahlforss, CEO and Co-Founder of Listen Labs, said the integration with Salesforce would allow companies to conduct large-scale customer conversations simultaneously, as well as simulate customer responses ahead of decisions.

Financial terms of the transaction were not disclosed. The deal is expected to close in the fourth quarter of Salesforce's fiscal year 2027, subject to customary closing conditions, including regulatory clearance.

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