Salesforce agrees to acquire Cresta for voice-led customer service AI

Salesforce agreed on November 2, 2026 to acquire Cresta, a voice-first customer experience platform. The deal is expected to close in the first quarter of Salesforce's fiscal 2028, subject to regulatory approvals and customary closing conditions.

Cresta offers voice agents that resolve complex customer calls end to end, real-time assistance for human representatives, and conversation analysis. Marriott, Comcast and Alaska Airlines already use the platform at enterprise scale. Salesforce wants to connect these capabilities to Service Cloud customer history and systems.

Cresta's AI agents can connect to CRM, billing and scheduling systems using secure function calling and MCP support.

What it means

If you use Salesforce Sales Cloud. Service Cloud teams may later get Cresta voice agents and agent-assist tools inside the Salesforce platform.

What to do. Nothing yet, because the deal has not closed and no integration has been released.

Watch for. Regulatory approval and the closing expected in the first quarter of fiscal 2028.