Salesforce has agreed to buy Cresta Intelligence, a venture-backed provider of AI customer service software that can handle inquiries using voice agents. The deal is announced as a way to bring Cresta’s technology into Salesforce’s customer service offering.
Salesforce does not disclose the financial terms in its announcement, but The Information reports the price at $2.7 billion. The Next Web says Salesforce will incorporate Cresta’s AI voice agents into Service Cloud, describing the capability as managing complex customer calls from start to finish.
Other coverage focuses more generally on how the acquisition is intended to enhance customer service, including improving agent performance and customer interactions. Across outlets, the main points that repeat are the acquisition agreement, Cresta’s AI-driven customer service functionality, and the planned integration into Salesforce’s customer service platform. The reported purchase price and the specific timeline for closing are the main areas where details vary by source.
