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On November 2, 2026, Salesforce announced that it has signed a definitive agreement to acquire customer service AI company Cresta. The transaction is expected to close in the first quarter of Salesforce's fiscal year 2028 and remains subject to regulatory approval. Cresta's platform includes voice agents, real-time assistance for human agents, and conversation analytics, and enterprises such as Marriott, Comcast, and Alaska Airlines are already using it. Salesforce said that after the acquisition is completed, Cresta will continue to support customers' existing contact center and telephony platforms. Regarding the transaction amount, Salesforce did not disclose financial terms, and The Information reported the transaction amount as $2.7 billion.
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Salesforce plans to acquire customer service automation startup Cresta for $2.7 billionDevelopments
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- Source:Unite.AI
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Nov 4
SiliconANGLE
Salesforce plans to acquire customer service automation startup Cresta for $2.7 billion
Salesforce announced the acquisition of customer service software company Cresta Intelligence, without disclosing financial terms; The Information reported the transaction amount as $2.7 billion. Cresta's platform uses AI to answer customer inquiries, supports customizing AI voice agents on demand, splitting complex tickets and processing them in parallel by multiple agents, and also provides agents such as Deputy. This is Salesforce's second multi-billion-dollar acquisition in the customer service market this year, after it acquired Fin for $3.6 billion; both transactions are expected to close in fiscal year 2028.
Nov 3
Unite.AI
Salesforce Signs Agreement to Acquire Cresta, Bringing Voice Customer Service AI into Service Cloud
On November 2, 2026, Salesforce announced it had signed a definitive agreement to acquire Cresta; the transaction is expected to close in the first quarter of Salesforce's fiscal year 2028 and remains subject to regulatory approval. Cresta's platform includes voice agents, real-time assistance for human agents, and conversation analytics, and enterprises such as Marriott, Comcast, and Alaska Airlines are already using it. Salesforce said that after the acquisition closes, Cresta will continue to support customers' existing contact center and telephony platforms.
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