This year, Salesforce aims to raise INR 2 crore for two crucial causes: Child Education and Greenification. In collaboration with the Antarang Foundation and Green Yatra, Salesforce seeks to make a meaningful impact in these areas. As part of the initiative, a two-month-long pre-run campaign was organised, during which Salesforce employees engaged in virtual competitions, logging their daily runs in a city-wise manner. So far, more than 3.5 lakh kilometres of pre-run activities have been recorded, achieving half of the pledge target even before the main event.

Speaking about the event, Sanket Atal, Managing Director of India Operations and Technology at Salesforce, remarked, “Salesforce Run’s growth is a testament to our company’s values in action. Our employees’ passion and commitment to well-being and giving back is remarkable. Every stride fuels positive change, and I’m excited to see our collective efforts yield remarkable results. We’re on track to surpass our goals and make this run a memorable milestone.”

Priya Agrawal, Founder and Director, Antarang Foundation commented, “We ensure that every young adult, regardless of their background, is aware of and ready to enter career pathways of their choice. Through this partnership with Salesforce India, 25,000 students from Mumbai’s government-run schools will enter career pathways of their choice. We are thrilled to be part of the Salesforce Run and celebrate the partnership.”

The Hyderabad leg is a part of a series of nationwide events, with the Salesforce Run scheduled to continue across two additional cities— Jaipur, and Mumbai—in the coming weeks.

Agentforce empowers businesses to scale their workforces on demand by simply adding more AI agents. These digital workers can analyze data, make informed decisions, and take action on tasks such as answering customer inquiries, qualifying sales leads, and optimizing marketing campaigns. Any organization can easily create, customize, and deploy their own agents for any specific use case across different industries.

The Future of AI: Agents

Marc Benioff, Chair and CEO of Salesforce, states, “Agentforce marks the Third Wave of AI, moving beyond copilots to a new era of highly precise, low-hallucination intelligent agents that actively contribute to customer success. Unlike other platforms, Agentforce seamlessly integrates AI across every workflow, deeply embedding itself into the customer journey.”

Agentforce: A Revolutionary Platform

Unlike traditional copilots and chatbots that depend on human prompts and struggle with complex tasks, Agentforce operates autonomously. It retrieves relevant data as needed, constructs action plans for any task, and executes these plans without human intervention. Agentforce adapts to changing circumstances by using real-time data, similar to a self-driving car. It operates independently within an organization’s customized boundaries, ensuring every customer interaction is informed, meaningful, and valuable.

Human-Agent Collaboration

When necessary, Agentforce seamlessly transitions to human employees, providing a summary of the interaction, customer details, and recommendations for further action.

Industry Leaders Embrace Agentforce

Leading organizations like OpenTable, Saks, and Wiley are already benefiting from Agentforce. For instance, Agentforce helps companies like Wiley offer customers dynamic, conversational self-service. By utilizing Wiley’s knowledge base integrated into Salesforce, Agentforce can automatically resolve account access issues. It also effectively handles registration and payment problems, directing customers to the appropriate resources.

Enhanced Efficiency and Focus

With Agentforce handling routine inquiries, Wiley has witnessed a significant increase of over 40% in case resolution. This surpasses the performance of their previous chatbot, allowing human agents to concentrate on more complex and strategic cases.

The Importance of Agentforce

An estimated 41% of employee time is spent on repetitive, low-impact tasks, according to the Salesforce Trends in AI Report. Agentforce offers a solution by relieving overstretched teams, allowing them to scale capacity on demand and focus on higher-touch, higher-value, and more strategic outcomes.

The Future of Work

The future of work involves a hybrid workforce composed of humans and agents, enabling companies to remain competitive in a constantly evolving world.

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This report delves into the key concerns, obstacles, and tactics influencing customer service practices. It sheds light on how service teams harness AI and data to boost revenue, streamline operations, and enhance customer delight in response to heightened customer demands.

Key insights from the research include:

• Organizations Lean into AI to Boost Efficiencies.  To scale service without sacrificing quality, organizations are increasingly turning to AI.
  • 73% of service organizations in India are using or evaluating AI
  • 93% of service organizations in India plan to increase AI investments this year
  • Top 3 service use cases for AI in India: Automated summaries and reports, Intelligent offers and recommendations, Knowledge article creation
  • 94% of service professionals in India with AI say it saves them time

• Service Organizations Double-Down on Revenue Generation. The trend of viewing service as a revenue driver instead of a cost center is accelerating, and service teams are making investments to scale.
  • 79% of organizations in India expect service to contribute more revenue this year
  • 85% of service organizations in India expect more budget this year
  • 80% of service organizations in India expect more headcount this year

• Escalating Demands Pressure Service Teams. As customer expectations rise, service agents are feeling the squeeze.
  • Service agents in India spend an average of just 35% of their time helping customers
  • 77% of service organizations in India expect higher case volume next year
  • 88% of service professionals in India say customers are more demanding than they used to be

• Service Boosts Its Data Capabilities. Service organizations are ramping up their data integration efforts to fuel human agents and AI systems.
  • 92% of service professionals in India say better access to data from other teams would improve support
  • 81% of service organizations in India are increasing investment in data integration this year

Arun Kumar Parmeswaran, Managing Director – Sales, Salesforce India said, “As customer expectations continue to increase, the benefits of AI are clear – increased productivity, cost reduction and improved customer experiences. Organisations are getting better at striking the balance between delivering service at speed with quality augmented by the increasing maturity of automation, and data capabilities. AI and Data are fueling the next level of customer experience, with AI proving its value with a variety of use cases delivering unmatched value to customers while unlocking revenue-generating opportunities.”