Salesforce, a global leader in customer relationship management, has announced the signing of a definitive agreement to acquire Airkit.ai, a prominent developer of artificial intelligence (AI)-powered customer service applications and experiences. This strategic move aims to further enhance Salesforce’s AI capabilities, solidifying its position in the evolving landscape of customer engagement.
Once the acquisition is finalized, Airkit.ai will operate as a subsidiary under Service Cloud, and Adam Evans, Co-Founder and CTO of Airkit.ai, will lead the subsidiary. Adam’s extensive experience, having been the Co-Founder and CTO of RelateIQ, which was acquired by Salesforce in 2014 and integrated into Sales Cloud Einstein, positions him well for this pivotal role.
Bill Patterson, EVP & General Manager of C360 Applications at Salesforce, emphasized the transformational potential of AI-driven customer experiences, stating, “The future of customer engagement will be powered by a new set of AI-driven customer experiences.”
Airkit.ai is renowned for enabling Fortune 500 companies and rapidly growing businesses to create versatile, omni-channel customer engagement applications and AI-driven customer service agents. Integrating Airkit.ai into Salesforce will propel the Service, Sales, Marketing, and Commerce teams toward the forefront of customer engagement in the AI era.
Adam Evans, Airkit.ai Co-founder and CTO, emphasized the need for novel experiences in the realm of Generative AI, highlighting the opportunities to revolutionize engagement experiences.
In tandem with this acquisition, Salesforce also unveiled the cutting-edge AI-powered platform “Einstein 1” for customer companies. This innovative platform grants businesses the ability to securely connect various data sources to construct AI-powered applications with low-code requirements, delivering entirely new CRM (Customer Relationship Management) experiences.
The introduction of the Einstein 1 Data Cloud, seamlessly integrated with the Einstein 1 Platform, will enable customers to unify their customer data and incorporate AI, automation, and analytics into every facet of the customer experience. Salesforce’s continued dedication to advancing AI capabilities underscores its commitment to empowering businesses with transformative technology in the realm of customer engagement.