Customer-service AI
Cresta develops voice agents for customer calls, real-time guidance for human representatives and tools for analyzing conversations. These functions connect automated call handling with assistance and evaluation of human service work. [1]
Salesforce’s November 2026 agreement announcement proposed combining these capabilities with Service Cloud. The transaction remained subject to closing conditions, so the announcement did not establish completed Salesforce ownership. [1]
Sources
- Salesforce Signs Definitive Agreement to Acquire Cresta
Salesforce · Nov 2, 2026