Salesforce Inc. (NYSE:CRM) continues to strengthen its enterprise artificial intelligence offering as it looks to make AI a larger part of its customer relationship management ecosystem. On September 9, reports emerged that the company is prepared to spend as much as $2 billion to acquire Listen Labs, an AI-powered customer research platform.
The potential deal would extend Salesforce's aggressive M&A strategy as the company seeks to expand its generative and agentic AI capabilities. Salesforce recently completed its approximately $3.6 billion acquisition of customer service AI agent provider Fin, formerly Intercom, underscoring management's willingness to use acquisitions to accelerate its AI roadmap.
Listen Labs could add a new layer of customer intelligence to Salesforce's platform. The company uses artificial intelligence to conduct customer interviews through audio and video and ******* yze the resulting responses.
Kritchanut/Shutterstock.com
The potential acquisition could be particularly valuable for Salesforce Agentforce, the company's platform for building and deploying AI agents. Listen Labs could end up providing crucial insights into why customers behave the way they do. Customer interviews and conversations can reveal motivations, preferences, frustrations, and other qualitative information that may not be captured in traditional CRM databases.
#customer #salesforce #platform #artificial
The potential deal would extend Salesforce's aggressive M&A strategy as the company seeks to expand its generative and agentic AI capabilities. Salesforce recently completed its approximately $3.6 billion acquisition of customer service AI agent provider Fin, formerly Intercom, underscoring management's willingness to use acquisitions to accelerate its AI roadmap.
Listen Labs could add a new layer of customer intelligence to Salesforce's platform. The company uses artificial intelligence to conduct customer interviews through audio and video and ******* yze the resulting responses.
Kritchanut/Shutterstock.com
The potential acquisition could be particularly valuable for Salesforce Agentforce, the company's platform for building and deploying AI agents. Listen Labs could end up providing crucial insights into why customers behave the way they do. Customer interviews and conversations can reveal motivations, preferences, frustrations, and other qualitative information that may not be captured in traditional CRM databases.
#customer #salesforce #platform #artificial
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