Salesforce, a leader in customer relationship management (CRM), is set to acquire Tenyx, a developer specializing in AI-powered voice agents. This acquisition underscores Salesforce’s commitment to expanding its artificial intelligence (AI) capabilities.

The acquisition will enable Salesforce to integrate Tenyx’s innovative voice AI solutions into its existing offerings. According to a press release issued on September 3, 2024, Tenyx’s technology will enhance Salesforce’s Agentforce Service Agent by extending its autonomous agent capabilities. The integration aims to provide more intuitive and seamless customer interactions through advanced voice AI.

Once the deal closes on October 31, 2024, Tenyx’s co-founders, CEO Itamar Arel and Chief Technology Officer Adam Earle, along with their team, will join Salesforce. This move aligns with Salesforce’s broader strategy to innovate in the AI space.

Building on Recent Innovations

This acquisition follows Salesforce’s announcement in July of its Einstein Service Agent, its first fully autonomous AI agent. Einstein is designed to enhance customer service by understanding and addressing a wide range of service issues without relying on preprogrammed scenarios.

Kishan Chetan, General Manager of Salesforce’s Service Cloud, stated, “Einstein will not only complete service jobs independently but will also augment the work of human agents, transforming service teams to be more efficient and productive.”

Strategic Partnerships and Future Plans

In addition to acquiring Tenyx, Salesforce recently announced a partnership with Workday, combining their AI platforms to create an agent capable of interacting with workers in natural language. This partnership aims to streamline tasks such as onboarding and career development.

Consumer optimism about voice technology is rising, with PYMNTS Intelligence reporting that 60% of Americans believe voice assistants will eventually match human intelligence. The report highlights a growing willingness to invest in advanced voice technology, particularly among millennials, with 30% of consumers open to paying for such services.

Looking Ahead

Salesforce’s acquisition of Tenyx is a strategic step towards advancing its AI-driven solutions and enhancing customer service capabilities. The integration of Tenyx’s voice AI technology is expected to significantly contribute to Salesforce’s mission of transforming customer interactions and service efficiency.