Salesforce News & Insights

Across Salesforce, autonomous agents are already at work every day, automating repetitive tasks, surfacing insights, and accelerating innovation. Innovation is one of Salesforce’s core values. As Customer Zero, Salesforce tests and uses its own technologies internally before they reach customers and creates a blueprint for other companies looking to become an agentic enterprise. Salesforce engineering teams in India share how AI agents are becoming part of their daily work, amplifying creativity, and enabling them to focus on solving the big challenges: https://sforce.co/48wGwwJ

In today’s AI era, fragmented data semantics across tools and platforms create a major roadblock for both human and AI-enabled analysis. Snowflake, in partnership with industry leaders including Salesforce, have announced a bold commitment to lead the Open Semantic Interchange (OSI), a new open source initiative. This initiative addresses challenges head-on by introducing a common, vendor-neutral semantic model specification that standardizes how semantic metadata is defined and shared — ensuring consistent business logic across AI and business intelligence applications. Key goals of the initiative include: ➡️ Enhancing interoperability across tools and platforms ➡️ Accelerating the adoption of AI and BI applications ➡️ Streamlining operations and reducing complexity “Our work has always been about giving data clear business meaning — defining metrics, business logic, and context in a way that people across the enterprise can trust," said Southard Jones, Chief Product Officer at Tableau. "With OSI, we’re taking that knowledge and codifying it into an open standard.” With momentum building as more participants join, this joint effort marks a decisive shift away from closed, single-vendor approaches toward a future built on interoperability, standardization, and open source collaboration. Together, the industry is laying the foundation for trusted, scalable AI adoption and unlocking the next wave of innovation. https://sforce.co/42Cr8v4

Salesforce's new Agentic Enterprise Index provides the first comprehensive look at how organizations across industries are using agentic AI to drive customer success and reinvent their businesses. Powered by Agentforce and other Salesforce products, Salesforce analyzed and aggregated usage data to uncover the true story of agents in the workforce, and found that agentic AI adoption is surging, with agents created among first-mover companies growing 119% between January and June 2025. The research also points to growing adoption among workers. Employee interactions with AI agents grew at an average monthly rate of 65% in the first half of 2025, and agent actions stemming from employee conversations grew at an average rate of 76% per month over the first half of 2025. Consumer adoption has been remarkable as well, with 94% of consumers choosing to interact with AI agents when given the option. The longest time U.S. consumers spend resolving a single customer service issue has decreased by three hours since October 2024. These findings reveal that businesses implementing AI agents strategically are not only improving operational efficiency, but are creating more satisfying work experiences for employees and better service outcomes for customers. https://sforce.co/4pEUWRS

There’s a critical gap in AI workplace readiness. Workers across markets are eager to learn new AI skills, but many believe employers and governments are not moving fast enough, according to new data from Salesforce and Morning Consult. The survey of 14,000 adults across 13 countries found workers want skills that help them keep up with the pace of innovation and highlights a clear disconnect between worker motivation and institutional support for AI readiness. Globally, 64% of workers support more investment in general skills and 53% specifically want AI-related training. This enthusiasm is driving many to take matters into their own hands, with 45% of adults planning to increase personal spending on AI learning in the next year. As AI adoption accelerates, companies face new pressure to retain their employees. The survey indicates that workers don't want to bear the burden of upskilling alone — nearly half of U.K. workers (46%) say AI training should be a shared responsibility across business, government, civil society, and academia — a view echoed across global markets. “Investing in training isn't just about filling technical roles,” said Aliki Foinikopoulou, Senior Director of Global Public Policy, Salesforce. “It's about building confidence, boosting competitiveness, and making AI adoption sustainable. Companies that move slowly risk losing talent and trust. The focus now should be for businesses and governments to scale training, certification schemes, and support to ensure no one is left behind.” https://sforce.co/3K8P6YC

As CEO of a small startup in an increasingly crowded biotech market, Veenu Aishwarya knows something about rising above the noise. Over the last 10 years, AUM BioTech has provided its gene silencing platform to biomedical researchers and scientists in 38 countries across five continents. But small biotech companies can’t grow their business by buying ads on Google, LinkedIn, YouTube, or TikTok, Aishwarya explained. When you’re selling a highly specialized, deeply technical product, establishing scientific credibility and making personal connections are key. In a typical year, AUM might participate in five to six scientific conferences and meet with as many as 10,000 leads. But with minimal staff, the company wanted an efficient way to automate the process that included filtering those leads, identifying the most promising ones, and reaching out to them. That’s why Aishwarya began his agentic journey with Salesforce. “In the past, you might have needed ten people to reach out to a thousand potential customers, or a hundred people to reach out to 100,000,” Aishwarya said. “Now one agent, or a team of agents, can do that, and it can make those emails extremely customized. The more personalized we can make that email, the more we can differentiate ourselves from our competitors.” Aishwarya sees a future where companies like his can scale rapidly with the help of AI, where human employees work side by side with intelligent agents. He says the technology has already helped level the playing field for his company, and the future looks bright. https://sforce.co/3VY5iOS

It started out simple. A customer who attended a webinar was contacted by an AI agent for a sales follow-up. The customer expressed dissatisfaction, explaining his expectations weren’t met, topics weren’t covered, and more. An AI agent reviewed the complaint, apologized, and then proactively offered relevant information to address the prospect’s concerns — not a generic response. Then it was able to seamlessly pivot the interaction back to Sales and have a productive conversation that closed a deal. This flip from a complaint to a genuine opportunity would have been impossible just one year earlier. This is just one successful example of an interaction handled by Agentforce, Salesforce’s platform for building and deploying AI agents. As “Customer Zero” for Agentforce, Salesforce scaled the technology across the company and has seen impact across the organization. In this Salesforce scoop, learn how Salesforce is using this knowledge to guide customers through the fundamental shift to become an agentic enterprise.

The use of data and AI in life sciences isn't new. Both have played a critical role in products, services, and quality of therapy. But the introduction of agentic AI presents even more opportunities for the industry. With a mission of advancing science for life, Boston Scientific has already embedded agentic AI into many workflows, freeing up reps so they can focus on the human part of healthcare. Benjamin Amel, VP of Commercial Digital Enablement at Boston Scientific joined Jeff Amann, EVP and GM of Industries at Salesforce, to discuss the impact of agentic AI on the life sciences industry. Watch the discussion to see why they predict a future where AI agents collaborate seamlessly with human employees to achieve unprecedented results: https://lnkd.in/egbSbW3d

How does a company build a successful human-AI partnership? For Salesforce, being "Customer Zero" for its own AI agent platform, Agentforce, provided critical lessons. After one year of implementation: 🔵 Salesforce's service agent has handled 1.5+ million conversations on the company help site. 🔵 Salesforce's sales development rep (SDR) agent has worked on over 43,000 leads and generated $1.7 million in new pipeline from dormant ones. 🔵 Agentforce in Slack gave Salesforce's teams 500,000 hours back this year by handling routine tasks. While early iterations were humbling, critical lessons in areas like agent testing, data, and finding the right human-AI balance allowed Salesforce to make the mistakes so customers don't have to. "We see it as our responsibility to experiment and iterate ruthlessly and blaze the trail to agentic transformation," said Joe Inzerillo, EVP & Chief Digital Officer, Salesforce in a new byline. "We're building our experience into Agentforce to deliver measurable ROI and make deployment as easy as possible to ensure we build business value, not just cool technology." One year in, Salesforce has seen remarkable impact and adoption — and the transformation is just getting started. Salesforce is committed to guiding customers through this fundamental shift to become an agentic enterprise with confidence and proven results. https://sforce.co/46t1ABI

Salesforce’s new Agentic Enterprise Index leverages Agentforce usage data to provide a first look at the trends shaping the Agentic Enterprise — and how companies are implementing AI agents to drive customer success and reinvent their businesses. The Agentic Enterprise represents a fundamental shift in the way the world works – leveraging AI agents, not just to automate existing workflows, but to transform entire businesses. By augmenting every employee with a limitless digital workforce, companies can increase productivity and scale, improve employee experience, bring down costs, and deliver value for customers. Salesforce’s Agentic Enterprise Index finds that this transformation is already underway, with AI agents delivering impact for businesses across sales, service, internal operations, and more. Agent creation among first-mover companies surged 119% between January and June and the average number of customer service conversations led by an agent grew 22x in the first half of 2025. Consumer-facing industries like Financial Services, Travel & Hospitality and Retail sectors are leading on AI agent implementation, with Sales and Service proving to be the most dominant use cases. The report also points to growing adoption among workers. Employee interactions with AI agents grew at an average monthly rate of 65% in the first half of 2025. And employees are engaging in more sustained conversations with AI agents; indeed, agent actions stemming from employee conversations grew at an average rate of 76% per month over the first half of 2025. Businesses are balancing human and agent capabilities, with AI agents handling initial contact and common questions and human agents focusing on more complex issues. In fact, escalations to humans increased from 22% in Q1 2025 to 32% in Q2 2025 as agents got better at pinpointing when a human was needed and routing customers to the right experts. “AI agents are already beginning to act as incredible force multipliers for businesses and consumers,” said Joe Inzerillo, Chief Digital Officer. “The Index shows that agents are fundamentally changing the way businesses work, and the more companies use and scale these agents, the greater efficiency and value they’re able to unlock.” https://sforce.co/466Pq2A