Salesforce Agrees to Buy Cresta for Voice-Led Customer Service AI

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Salesforce announced on November 2, 2026 that it had signed a definitive agreement to acquire Cresta, whose platform combines voice agents, assistance for human representatives and conversation analysis. The transaction is expected to close in the first quarter of Salesforce’s fiscal 2028, subject to required regulatory approvals and customary closing conditions.

Salesforce described Cresta as a voice-first operating system for customer experience, with Kishan Chetan, executive vice president and general manager of Agentforce and Service Cloud, framing voice as the most difficult and consequential service channel. Cresta CEO Ping Wu said the combination would embed real-time conversation intelligence and agentic experiences directly into Salesforce’s customer-service platform.

Salesforce said Cresta’s voice agents resolve complex customer calls end to end, hold natural real-time conversations and handle interruptions. Marriott, Comcast and Alaska Airlines are among the brands using the platform at enterprise scale. Those capabilities are the operational piece Salesforce wants to connect to Service Cloud’s customer history and systems for completing work, with resolution, retention and revenue as the stated business outcomes.

Cresta’s AI Agent documentation describes shared memory that preserves context across channels, handoffs and transitions between human and AI agents. Its agents can connect to CRM, billing, scheduling and other systems to retrieve information and complete tasks, using secure function calling and MCP support for tool access.