Over the past 25 years, Salesforce has redefined enterprise software — ushering in the eras of cloud, social, mobile, and predictive AI. And now, with Agentforce, we’re doing it again. This is, without a doubt, the most exciting wave of innovation I’ve experienced in my entire career.

What we’re embarking on is nothing short of revolutionary. AI agents represent a transformative leap in software, augmenting employees, enhancing customer experiences, and unlocking a limitless digital labor force for every industry vertical. Although it’s still early days, the impact of AI agents on businesses is already reshaping how work gets done, delivering significant cost savings and boosting productivity for companies of all sizes and industries.

That’s why Agentforce has captured the attention of CEOs, CTOs, and CIOs globally. Agentforce is unique in that it brings together apps, data, metadata, and agents on a single platform, forming a complete AI system for enterprises. Companies can easily build and deploy AI agents that autonomously act across business functions. 

Agentforce’s AI agents can respond to inputs, make decisions, and autonomously take action at an infinite scale. They work 24/7 to offload time-consuming tasks for employees, like qualifying sales leads, optimizing marketing campaigns, or acting as a customer service representative. 

And this is just the beginning — the endlessly customizable nature of Agentforce means Agentblazers are finding even more ways to use this revolutionary technology. 

More and more companies are discovering the transformative potential of Agentforce. Early adopters are achieving incredible results across sales, service, marketing, and commerce — building agent forces with ease, scaling their businesses, and realizing fast time-to-value.

Here are some of the most inspiring ways I’m seeing Agentforce work for our customers:

AI agents providing better customer experiences

The Adecco Group, a leader in talent solutions, is on the path to transform recruiting with Agentforce, which serves as both a recruiter assistant and candidate concierge. Working 24/7, Agentforce efficiently processes millions of resumes, matches candidates to highly curated opportunities, and proactively prequalifies them. It also helps candidates refine their resumes, streamlining the hiring process and maximizing their potential.

Then there’s Heathrow, one of the world’s busiest airports, which is set on improving the customer experience by reducing the stress of flying. Using Heathrow’s knowledge base, flight info APIs, and millions of passenger records in Data Cloud, Agentforce will deliver 24/7 responses on statuses, wayfinding, and airport amenities with 95% accuracy.

Smart home company Vivint is another great example of a company using agents to deliver better customer experiences. Vivint will use Agentforce to autonomously triage device troubleshooting. By automating common steps, Vivint expects to deflect a significant number of cases. The company’s plans for Agentforce include scheduling and invoice requests, and utilizing device telemetry data to address issues before customers notice.

reMarkable, a premium paper tablet company, launched their new Agentforce-powered AI assistant, “Mark,” to deliver outstanding, real-time, conversational customer experiences at scale, without proportionately expanding their support team. After going live with Agentforce in only three weeks, Mark has already completed thousands of customer conversations at all hours and without delay, enabling reMarkable to easily meet surging customer demand during their busiest Black Friday and Cyber Monday season yet.

Agentforce boosting productivity and margins

Global professional services company Accenture is expediting time to production, and boosting sales and deal win rates with Agentforce Sales Coach Agent and custom sales agents. These AI agents will augment Accenture’s sales workforce in both assistive and autonomous roles, offering coaching and support throughout the sales process, managing bid managers, and ensuring quality at each deal stage. 

By allowing the sales team to spend more time with clients and focus on the most complex deals, AI agents will help Accenture accelerate bids through the deals pipeline, aiming for 100% bid coverage — a significant increase from 25% as of December 2024. Assistive agents will also support by generating sales summaries and quickly identifying key data from accounts and opportunities, further accelerating the deals pipeline.

To transform its network and reduce costs, FedEx, the world’s largest transport company, plans to deploy Agentforce to ease the burden on its call centers. By improving self-service and information accuracy on digital platforms, and creating a comprehensive online portal, Agentforce will reduce call volumes and the need for manual support. This will also improve the customer experience. And by harnessing Data Cloud, FedEx will ensure that Agentforce has access to critical insights needed to drive impactful outcomes.

AI agents taking on cumbersome business processes for employees

When it comes to lightening the workload for employees, ezCater, the #1 food tech platform for workplaces in the U.S., found success by automating business processes with Agentforce and Data Cloud. By integrating these tools, ezCater can handle complex tasks such as dietary requirements and last-minute changes. This automation reduces manual updates and minimizes errors, ensuring orders are accurate and on time. 

What’s also great is Agentforce’s AI-powered agents handle customer inquiries and modifications using natural language, so it feels just like speaking with a person. Then, for anything agents can’t handle, Agentforce will escalate requests to human representatives, ensuring a seamless customer experience. This integration, supported by Data Cloud, also anticipates future orders, improving overall efficiency and customer satisfaction. 

Leading small business accounting firm 1-800Accountant had been looking to improve their case management. By implementing Agentforce, it will be able to handle waves of customer inquiries while maintaining high customer satisfaction, and improving operations and work for employees. With autonomous agents to manage common inquiries, 1-800Accountant is projected to deflect 65% of incoming service requests. 

Agentforce autonomously searches internal resources, knowledge bases, and online information to quickly provide personalized responses that are indistinguishable from live agents or accountants. And, if Agentforce receives a request it can’t address, it escalates the case to a service representative, ensuring that 1-800Accountant’s customers’ needs are always met.

A limitless future for our customers  

The rise of digital labor, driven by autonomous AI agents, is transforming the very fabric of how businesses operate. As agents take on more of the workload, entire industries will evolve, and new opportunities will emerge.

With Agentforce, we’re helping companies unlock a new era of possibility — where innovation and creativity flourish. Imagine achieving greater efficiency, boosting productivity, and driving higher margins and revenue — all while fostering deeper, more meaningful relationships with customers. 

This isn’t just a shift in how we work; it’s a reimagining of what’s possible in this era of AI abundance, and Salesforce is leading the way.

Go deeper:

• Discover Salesforce’s Four Keys to AI Enterprise Success
• Explore how to test agents
• Explore Agentforce and Data Cloud customer stories
• Estimate your ROI with Agentforce
• Read about how Data Cloud powers Agentforce
• Learn more about testing and deployment on the Salesforce Platform
• Join the new Agentblazer and Datablazer communities
• See how teams can test Agentforce in Sandboxes and deploy to production

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