Salesforce has signed a definitive agreement to acquire Listen Labs, an AI-powered customer research and human simulation platform. Financial terms were not disclosed, though reports put the value near $2 billion. The deal is expected to close in Salesforce’s fiscal fourth quarter of 2027, subject to regulatory approval. Listen Labs uses AI to design studies, recruit participants, conduct interviews, and analyze responses. It draws on a network of more than 50 million research participants and can run interviews in more than 120 languages. The platform also builds digital twins—AI simulations grounded in real customer behavior—so teams can test how people might respond to products or messages before further human testing. Listen Labs will join Salesforce AI Labs. Salesforce says the technology will complement Marketing Cloud and Service Cloud and supply richer context to its AI agents, turning qualitative feedback into insights and actions at scale.
Salesforce has signed a definitive agreement to acquire Listen Labs, an AI-powered customer research and human simulation platform. Financial terms were not disclosed, though reports put the value near $2 billion. The deal is expected to close in Salesforce’s fiscal fourth quarter of 2027, subject to regulatory approval. Listen Labs uses AI to design studies, recruit participants, conduct interviews, and analyze responses. It draws on a network of more than 50 million research participants and can run interviews in more than 120 languages. The platform also builds digital twins—AI simulations grounded in real customer behavior—so teams can test how people might respond to products or messages before further human testing. Listen Labs will join Salesforce AI Labs. Salesforce says the technology will complement Marketing Cloud and Service Cloud and supply richer context to its AI agents, turning qualitative feedback into insights and actions at scale.