Salesforce Completes Fin Acquisition and Eyes $2bn Listen Labs Purchase
Salesforce completed its $3.6 billion purchase of Fin on Thursday, integrating the customer service AI company formerly known as Intercom into its business. According to Business Insider, Salesforce has also held talks to acquire Listen Labs, an AI customer research startup, for approximately $2 billion.
September 10, 2026 – 4:34 pm
Marc Benioff, Salesforce’s chair and chief executive, on stage at Dreamforce in October 2025.
Credit: Salesforce
Fin is Now Part of Salesforce
Salesforce initially agreed to buy Fin in June. Fin brings over 30,000 customer companies and its own AI models trained for customer service. Fin’s agent answers customer queries across various channels, resolving 76% of queries on average without human intervention.
What Listen Labs Does
Listen Labs automates customer research. Its AI writes survey questions, conducts interviews over audio or video, and transforms conversations into reports and slides, a process usually taking weeks for human market researchers.
Founded in 2023 by Alfred Wahlforss and Florian Jüngermann, Listen Labs counts Microsoft, Anthropic, Google, Nestlé, Sweetgreen, and Perplexity among its customers. In January, Listen Labs announced a $69 million Series B led by Ribbit Capital at a $500 million valuation.
Talks with Listen Labs
The talks with Listen Labs appear to have fallen through, as the startup had signed a term sheet for a $125 million Series C at a $1.5 billion valuation led by Menlo Ventures, which never closed. Listen Labs subsequently walked away.
Potential $2bn Deal
A $2 billion deal would value Listen Labs at approximately 67 times its revenue. Sources suggest Salesforce may find this valuation too steep, but if the talks collapse, Listen Labs is expected to raise at or above this level.
Both deals contribute to Salesforce’s Agentforce, its AI agent platform, with Fin handling service conversations and Listen Labs potentially enhancing its research capabilities.