Salesforce has signed a definitive agreement to acquire AI customer research company Listen Labs for an undisclosed amount.
The acquisition is expected to expand Salesforce’s customer and user understanding capabilities, particularly within Marketing Cloud, Service Cloud, and the company’s wider AI product portfolio.
What Is Listen Labs?
Listen Labs is an AI-powered research company and human simulation platform, used by hundreds of global brands including Microsoft, Google, and Anthropic. Its research capabilities are largely orchestrated by AI agents, which are able to design studies, conduct in-depth research, and synthesize insights, automating the lifecycle of connecting with customers and analyzing their feedback in a fraction of the time compared to traditional human research.
Listen Labs’ agents are also able to draw from a global network of more than 50M participants and run interviews in more than 120 languages. It also utilizes what it calls “digital twins” – AI simulations grounded in real customer behavior. These digital twins produce simulated user feedback, enabling agents and teams to test strategies and refine their approach prior to conducting real-world customer evaluations.
What This Means for Salesforce
Salesforce hopes that Listen Labs’ technology can expand its existing customer and user understanding capabilities by helping companies explore beyond traditional market research into AI-powered research. Listen Labs will particularly enhance Marketing Cloud, Service Cloud, and Salesforce’s growing AI products.
“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.
“We look forward to expanding access to these agentic capabilities through Salesforce, helping more companies and governments make faster, better-informed decisions that deliver exceptional customer experiences.”
Final Thoughts
Listen Labs marks Salesforce’s sixth acquisition this year, joining the lineup of AI-focused buys.
The transaction is expected to close in the fourth quarter of Salesforce’s fiscal year 2027, subject to satisfaction of customary closing conditions, including the receipt of required regulatory clearance.
