Salesforce claims agentic AI will be at the heart of the “digital labour revolution” as agents become an increasingly central part of workforces across almost every industry. The CRM giant revealed that AI agents are the next step of the digital revolution that began with the internet, and includes cloud, mobile computing and now artificial […]
Salesforce claims agentic AI will be at the heart of the “digital labour revolution” as agents become an increasingly central part of workforces across almost every industry.
The CRM giant revealed that AI agents are the next step of the digital revolution that began with the internet, and includes cloud, mobile computing and now artificial intelligence.
Speaking during her keynote speech at the Agentforce World Tour in London, Salesforce UKI CEO Zahra Bahrololoumi said: “This is a moment where we get to extend our teams and unlock additional capacity with AI agents working alongside us, and we need this now more than ever, because customers expect more.”
Salesforce was one of the first companies to launch an agentic AI platform when it revealed Agentforce during last year’s Dreamforce conference in San Francisco.
Since going to market, Agentforce has supported the creation of over 1000 agents at businesses across the globe, Bahrololoumi added, with customers including Heathrow Airport and Capita mentioned during the presentation.
Bahrololoumi explained that Agentforce can offer “workforces without limits…agents with real agency, they don’t just talk, they take action and they resolve your customers’ issues 24/7.”
“Agentforce isn’t just a suite of tools, it’s the agentic layer for your enterprise,” she added, “it’s time for companies to take advantage of the digital labour revolution.”
Agents in action
One guest speaker was Capita CEO Adolfo Hernandez, who revealed the outsourcing giant is using Agentforce, as part of its AI Catalyst Lab to enable agentic AI use cases across all internal and external operations, including workforce management, assessment-as-a-service and client engagement
Capita – which specialises in staffing, IT and business process solutions – said it will improve efficiency and transform the customer and citizen experience by leveraging Agentforce.
Heathrow Airport is another Salesforce customer leveraging Agentforce. The London airport has placed agents at the centre of its strategy to enhance the passenger experience.
It will use Agentforce to reserve and collect services at the airport (using Commerce Cloud); personalise engagement at key points in a passenger’s journey (using Marketing Cloud); and offer a ‘digital concierge’ experience via Hallie, Heathrow’s new AI-powered virtual assistant.
Hallie provides real-time, personalised support via WhatsApp. Using live APIs, maps, and flight statuses, it also offers an end-to-end airport experience and Q&A.
Digital Labour Trends
Salesforce also published its latest Digital Labour Trends Report, which found that UK C-suite business leaders believe digital labour will provide a 25% boost in productivity.
The research, which sampled 100+ UK C-suite, found that the UK is now fully embracing digital workers (AI agents), with 78% of organisations already using AI agents and 14% planning to adopt the technology in the next six months.
The US tech giant also revealed a partnership with Brunel University that will see Salesforce’s AI Centre – launched last year – work with the Brunel Centre for Artificial Intelligence to conduct research in the field of AI, and offer educational programmes in the form of workshops, conferences and community engagement.
The partnership builds on Salesforce’s commitment to invest $4BN in its UK business over five years and was welcomed by the UK government.
Secretary of State for Science, Innovation, and Technology Peter Kyle said: “Making sure workers have the skills they need for jobs in and with AI is absolutely fundamental to the economic growth we are delivering through our Plan for Change.”
“Earlier this week, we set out plans to boost the AI skills of 7.5 million Brits over the next five years, and it’s great to see Salesforce join the effort to equip UK workers with the skills they need to thrive in an AI-powered economy.”
