Salesforce Acquires Airkit.ai: A Leading Low-Code Platform for Creating AI-Powered Customer Service Agents

Salesforce has announced its intention to acquire Airkit.ai, an innovative low-code platform that empowers e-commerce businesses to create AI-driven customer service agents. The financial terms of the deal have not been revealed.

Founded in 2017 and based in Redwood City, California, Airkit was established by Adam Evans and Stephen Ehikian, who previously sold their big data startup RelateIQ to Salesforce for $390 million in 2014. Originally, Airkit operated as a self-service customer engagement platform designed to integrate data silos and streamline processes like user onboarding. Recently, Airkit rebranded as Airkit.ai, introducing its first turnkey product: a GPT-4-driven platform that enables companies like OpenTable and ShipBob to develop customized customer service chatbots. These chatbots can address various inquiries, such as order statuses, refunds, and product details.

Airkit.ai’s affiliation with Salesforce extends beyond its founders’ past venture. The duo launched Airkit.ai in 2020, securing $28 million in funding from prominent investors, including Accel and Salesforce Ventures. Salesforce Ventures continued to support subsequent funding rounds, raising Airkit.ai’s total investment to $68 million over six years. Additionally, Airkit gained visibility via Salesforce’s enterprise cloud marketplace, AppExchange, last year.

As excitement grows around generative AI, with numerous investors eager to bankroll the next breakthrough, a startup like Airkit.ai—deeply connected to Salesforce—presents an appealing opportunity. This attraction is enhanced by Salesforce's recent commitment to invest $500 million in generative AI startups.

Expected to close by January 2024, the acquisition will see Airkit.ai integrated into Salesforce’s Service Cloud customer service platform, with Evans continuing to lead the initiative.