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Salesforce’s Game-Changing Move: Acquiring AI Customer Service Startup

by Tech Desk
1 minutes read

It is apparently, Salesforce, the enterprise software giant, has recently announced its plan to acquire, a leading creator of artificial intelligence (AI)-powered customer service apps and experiences. This acquisition aims to enhance Salesforce’s AI capabilities and expand its offerings in the realm of customer engagement. will become a subsidiary of Service Cloud, one of Salesforce’s key products, and will be led by Adam Evans, co-founder and CTO of This move is not unfamiliar territory for Evans, as he was previously involved in another successful acquisition by Salesforce when his company RelateIQ was bought in 2014 and integrated into Sales Cloud Einstein.

Bill Patterson, executive vice president and general manager of C360 Applications at Salesforce, emphasized the significance of AI-powered customer experiences in shaping the future of customer engagement. He stated that this acquisition aligns with their vision for providing innovative solutions that drive enhanced customer interactions. specializes in developing flexible omnichannel customer engagement applications and AI-powered virtual agents for both Fortune 500 companies and fast-growing enterprises. By incorporating’s capabilities into Salesforce’s portfolio, teams across various departments such as Service, Sales, Marketing, and Commerce will have greater agility in adapting to the evolving landscape of customer engagement driven by AI technologies.

Adam Evans also highlighted the importance of exploring new types of experiences that leverage generative AI technology to transform customer engagement. This indicates an intent to push boundaries and deliver novel approaches to engage customers effectively.

As well to this acquisition news, Salesforce introduced its new “Einstein 1” platform – an AI-powered solution designed specifically for enterprise customers. The platform enables these customers to securely connect any data source and create low-code AI-powered applications. With this capability, businesses can now offer entirely new CRM experiences that are tailored to their specific needs.

Salesforce further revealed its plans for the Einstein 1 Data Cloud – a native integration with the Einstein 1 platform. This integration empowers customers to connect all their data sources and build a unified profile of their customers. By infusing AI, automation, and analytics into every customer experience, businesses can gain valuable insights and improve their Sincerely customer engagement strategies.

The acquisition of and the introduction of the Einstein 1 platform demonstrate Salesforce’s commitment to staying at the forefront of AI-driven innovation in customer service. With these advancements, Salesforce aims to help businesses create exceptional customer experiences while leveraging the power of AI technology.

The conjecture, Salesforce’s acquisition of signifies a strategic move towards expanding its AI capabilities in customer service applications. The addition of’s expertise will enable Salesforce to offer enhanced customer engagement solutions across various departments. Furthermore, with the introduction of the Einstein 1 platform and Data Cloud, Salesforce is empowering enterprises to leverage AI technology for creating personalized CRM experiences. As businesses increasingly recognize the importance of AI-powered customer engagement, Salesforce continues to be at the forefront by providing innovative solutions that drive success.

Source: (Zee News)(


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