Salesforce to buy Cresta and bring its AI voice agents into Service Cloud
THE SO WHAT
Salesforce pulling Cresta’s end-to-end voice agents into Service Cloud means “AI handles the whole call” is about to be a default RFP line item, not a pilot. If you run a contact center, you now have 12–18 months to decide whether your differentiation lives in your own agent stack or in how you orchestrate what the CRM gives you.
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