Salesforce announced via Salesforce News that it has signed a definitive agreement to acquire Listen Labs, a startup building AI agents for customer research and what it calls "human simulation."
According to Salesforce, Listen Labs' agents autonomously design research studies, recruit participants, conduct interviews, and synthesize findings on a single platform. The company says Listen Labs can draw on a network of more than 50 million participants and run interviews in over 120 languages around the clock, compressing research timelines from months to days.
The platform also includes "digital twins" — AI simulations grounded in real customer behavior — that generate simulated responses so teams can test messaging or product ideas before running live customer tests.
Salesforce says the acquisition will extend its customer and user understanding capabilities, complementing Marketing Cloud and Service Cloud. Aman Naimat, President of AI Labs at Salesforce, said the goal is to expand access to these agentic research capabilities across Salesforce's customer base. Listen Labs CEO Alfred Wahlforss said the technology lets companies run thousands of simultaneous customer conversations and simulate responses before acting on them.
The deal is expected to close in the fourth quarter of Salesforce's fiscal year 2027, subject to customary closing conditions including regulatory clearance. No financial terms were disclosed in the announcement.