News and insights from Salesforce. Please send media requests to [email protected]
Joined August 2017
- Tweets4.9K
- Following894
- Followers23.7K
- Likes368
AI is still jagged. Enterprise strategy should be, too.
Companies make a mistake when they discuss AI strategy as though agentic AI were a single capability to deploy uniformly across an organization. It isn’t. The agentic AI that suffices for one process might be a poor fit in another.
Sometimes, AI agents can perform so reliably that a person’s main job is to delegate the tasks to AI and audit the results. Elsewhere, the AI might have little to no relevant training.
For leaders, the takeaway is not to ask simply, “Where should we deploy AI?” but “What kind of work is this, and what should humans do here?”
Read more from Marc Escobosa, VP, Salesforce Futures about why even within an organization, there is no single AI strategy.
salesforce.com/news/stories/…
Salesforce today unveiled plans for a new home for its Washington, D.C, operations, reinforcing the company’s long-term commitment to the region and to serving public sector customers and partners.
The Salesforce Innovation Center D.C. is designed as a hub for meetings, events, and hands-on technology experiences that will bring local employees together with customers, partners, elected officials, and community organizations.
Just steps from the White House and Metro Center, the new facility puts Salesforce at the center of national policy, government, and civic engagement, and will serve as Salesforce’s Washington home for helping shape the policies and experiences that define how technology serves the American people. The center will further solidify Salesforce’s commitment to supporting public sector customers and federal agencies, including all 15 cabinet agencies and 50 states, U.S. Army, U.S. Air Force, Department of Veterans Affairs, and U.S. Department of Transportation, as they modernize their operations and services.
The move is part of a broader, sustained investment across Salesforce’s public sector and government affairs organizations.
salesforce.com/news/stories/…
Salesforce News & Insights retweeted
When we launched Slack Code, partners and customers alike all had the same question: “Can I bring my own agent to the party?”
Good news, friends: the answer is yes. 🎉
Today, the Slack Code API is generally available, allowing your agents to work in code channels with diffs, previews, and plans. At any point along the way, your team can step in, add context, and approve changes — all with the permissions and admin controls you already know.
Start building: sforce.co/4e2SAYG
Salesforce News & Insights retweeted
I just wrapped up a week in Madrid and London meeting with customers and our local field leaders.
The week started with the opening of Salesforce Tower Madrid. It was great to share that moment with Miguel Milano, Robin Washington, Marco Hernansanz, Natalia Escobedo, and Relina Bulchandani.
Miguel and I also hosted a dinner with 30 customers and partners from across the Spanish ecosystem. It was especially valuable to hear what is top of mind for some of the most advanced adopters of AI.
Across these conversations, two questions kept coming up. I believe they are strategically connected:
1. What happens as personal agents enter the enterprise?
2. What is the value of a Headless Salesforce Platform when I can expose Salesforce APIs as tools through my own MCP server?
These may sound like two different questions. I believe they point to the same architectural shift.
The answer to the second question is, you can and we should expect customers and partners to do exactly that. Salesforce user licenses already include generous API capacity. Basic, governed, agent access to Salesforce APIs should be a natural extension of that value. We should not create a new toll simply because an agent, rather than a traditional application, is making the API call.
But exposing APIs as MCP tools solves connectivity. It does not solve enterprise agency. The differentiated value lies in what happens behind the connection. Establishing agent identity and delegated authority, protecting data, providing trusted context, governing actions, applying specialized reasoning, learning from outcomes, and managing the entire enterprise estate through a common control plane.
Connectivity should be open and generous. Trust, intelligence, learning, and governance are where the differentiated enterprise value begins.
The enterprise cannot assume that it will control which agent wins or that it can simply block the agents employees choose. It needs an open interface for any agent and a trusted architecture behind it.
lnkd.in/p/gchvMQm7
As more and more businesses rely on AI, workers are experiencing a bottleneck: interface isolation. According to a recent Salesforce survey of 250 U.S. executives:
🔹 68% of respondents see AI insights go unshared
🔹 66% say people unknowingly use AI to solve the same problem as their colleagues
🔹 59% observe work stall because it's trapped in one person’s AI tool
What’s more, because only 15% of executives say their AI is embedded seamlessly across multiple systems and interfaces, employees waste a whopping 22 business days a year toggling between AI and other windows.
Dive into the results of this new survey: salesforce.com/news/stories/…
As enterprises scale AI, agents can fail silently, delivering wrong answers and racking up costs before anyone notices.
Today, Salesforce announced Agent Evals, API Evals, and advanced cost controls for Agent Fabric, its AI control plane for managing and governing agents across platforms. CIOs and AI leaders can now catch problems before they turn into customer complaints or runaway costs, with automated interventions when quality slips and hard spending limits that cap usage at budget.
With over 1.2 billion requests handled daily, Agent Fabric brings proactive control to enterprise AI at scale.
salesforce.com/news/stories/…
Traditionally, enterprise security functioned like a castle with a moat — a clear perimeter separating the “internal” from the “external.” In the agentic world, that perimeter is blurring.
Agents built on diverse platforms operate across various ecosystems, integrating data and executing tasks across organizations. The threats they face are evolving too.
A malicious prompt can lie latent in an agent’s knowledge base or past procedures, ready to be unknowingly executed — automated, amplified, and potentially originating from within an organization’s own system. This internal, pervasive nature of agent-based threats is what makes Zero Trust — explicit, continuous verification for every interaction — not just a best practice but the foundation for confident innovation.
Salesforce brought together engineers, researchers, security specialists, and ethics professionals from 21 organizations across industry, academia, and nonprofits for a series of workshops on building trust in the multi-agent future. Those conversations informed a new white paper, which outlines key recommendations for navigating the multi-agent future.
salesforce.com/news/stories/…
For a patient facing cancer, the first call or click to a care team can be one of the hardest moments of their journey. City of Hope is working to make it easier.
Keerthi Subbarao, Vice President of Southern California Patient Access at City of Hope, recently sat down with Marie Rosecrans, SVP, Industries Marketing at Salesforce, to discuss how Health Cloud is helping one of the nation’s leading cancer centers reimagine patient access.
City of Hope launched Hope, an AI agent that handles new patient intake through chat. The agent gives patients a convenient way to start their care journey without adding to contact center workloads. 43% of appointments scheduled through Agentforce are made outside of business hours, so patients can take that first step when it works for them.
Through it all, City of Hope’s focus stays on its mission: making the journey as compassionate and seamless as possible for patients and their families.
Watch the full conversation: youtu.be/BxPR5LvIhWI
Not every business task needs the same AI model. Some demand high-precision reasoning, while others require maximum speed or cost efficiency.
Enterprise AI isn’t one-size-fits-all. It’s about giving teams the flexibility to choose the best model for the job, whether that’s a frontier model, an open-source option, or Salesforce’s first CRM reasoning model Koa. Because AI models are constantly evolving, businesses need systems that let them adapt without compromising security or context.
"We believe in giving our customers choice, that you can pick the model that’s right for your particular use case and cost and value, but knowing that your data is secure, that you can run your process, and you have the flexibility to keep evolving and changing what model you use for the use case," said Salesforce Chief Data Officer Michael Andrew. "And it’s based on that speed of resolution and cost. AI is a fuel; it’s more fuel into your engine, and we want to let that fuel come from anywhere."
Learn more about why Salesforce lets you pick the right AI model for the job: salesforce.com/news/stories/…
Transactions executed by personal AI agents have grown 43% month over month, while only 3% of e-commerce companies are actually allowing these transactions.
Customers want to leverage personal agents in the places they are already shopping, and the businesses that are allowing personal agent interactions are already seeing the benefit. But lack of trust and governance can result in security vulnerabilities. Many companies are hesitant to let consumer agents in.
So how can businesses benefit from personal agents while mitigating the risks?
Itai Asseo, VP, Incubation & Brand Strategy, Salesforce and Mick Costigan, VP, Salesforce Futures look to a future where personal agents become widespread and discuss the agent-facing infrastructure that's needed to keep up.
Salesforce today announced it was positioned as a Leader in the 2026 Gartner® Magic Quadrant™ for Digital Commerce, marking the 11th consecutive year the company has been recognized for its vision and execution in the space.
Commerce Cloud is a leading digital commerce platform for B2C and B2B companies, built to grow revenue, lower total cost of ownership, and achieve faster time-to-value in the new agentic era of commerce. With enterprise-grade scale, global reach, and a comprehensive agent strategy for shoppers, buyers, and merchandisers, it helps brands sell wherever their customers are.
The digital storefront no longer has a monopoly on product discovery. Instead of relying solely on brand sites, consumers are actively discovering and buying through agentic channels like ChatGPT and Gemini. According to the State of Commerce Report, reliance on AI assistants as the initial shopping stop surged 200% year-over-year, a behavioral shift that is already spilling over into brand sites, where 41% of shoppers now expect and use conversational, natural-language search.
These rapidly evolving expectations underscore the critical need for an infrastructure built specifically for the agentic era.
salesforce.com/news/stories/…
As AI agents become a fixture in enterprise workflows, businesses must learn how to scale AI reasoning without sacrificing predictability, efficiency, or compliance. While probabilistic models bring incredible creative power and flexible problem-solving to the table, enterprise operations depend on strict rules, token efficiency, and absolute reliability.
Mick Costigan, VP, Salesforce Futures shares how combining the best of probabilistic reasoning with deterministic frameworks enables businesses to safely scale AI agents alongside human oversight:
In 1935, radar turned invisible radio echoes into a clear picture commanders could act on before it was too late. Today, enterprise leaders are flooded with real-time data, and critical insights can surface long after the moment to act has passed. Many companies are living in their own “moment right before radar.”
This moment is what Salesforce AI Research Chief Scientist Silvio Savarese is targeting with what he calls “operational intelligence" — AI that reasons over a business’s live data continuously, the way radar operators still scan the skies, instead of waiting for a dashboard to summarize what already happened.
The results are already showing up inside Salesforce itself. Engineering 360, which tracks 90 billion records across dozens of internal systems, uses Deep Insights to spot patterns humans aren’t built to pick out.
“Deep Insights gives Engineering 360 something no human would be able to accomplish at scale—unprecedented pattern recognition, correlation across datasets that would be impractical to do by hand, and the reasoning to explain what the data actually means,” said Salesforce EVP of Engineering Strategy Alex Hu.
Radar didn’t replace human judgment; it gave people the lead time to use it. Operational intelligence gives enterprise teams that same critical window to act.
salesforce.com/news/stories/…
Personal agents can start a customer’s request, but the business still has to finish it, according to a new opinion piece by Kishan Chetan, EVP and GM, Agentforce and Service Cloud.
Personal agents don’t mind waiting on hold or calling for order updates or reservation confirmations as often as they’re asked to. And because personal agents don't keep business hours, their calls can arrive at 2 a.m. as easily as at noon. Multiply that by every consumer who hands an errand to an agent and the volume quickly becomes astronomical.
While surging call volume isn’t a new phenomenon for contact centers, personal agents could turn peak volume into the new status quo.
The best way to prepare is to meet personal agents at the front door with business agents.
A personal agent might understand a request but not have the tools or context to carry it out. It doesn’t know the loyalty tier the customer qualifies for or what has to happen before a change goes through, so it improvises and often fails to get the job done. Meanwhile, the business likely already has an established process in place for whatever the customer is looking for.
That’s what the business agent brings to the conversation: defined processes and workflows, as well as valuable context grounded in actual business data.
salesforce.com/news/stories/…
Salesforce News & Insights retweeted
Personal agents are only as reliable as the business agents waiting to greet them. A thoughtful piece from my colleague Mark Wakelin on handling the new reality: sforce.co/4zMW5Ln #EnterpriseAI
Salesforce News & Insights retweeted
We signed a definitive agreement to acquire @Braze, a leading customer engagement platform that helps marketers build deeper customer relationships by responding to customer behavior in real time and coordinating personalized experiences across channels.
Following close, Braze’s real-time engagement and AI decisioning capabilities are expected to complement all four layers of Salesforce’s architecture — Data 360, Customer 360, Agentforce, and SIforce.
Learn more: sforce.co/4eKxONJ
Salesforce News & Insights retweeted
Slack Frontline is the mobile-first way to bring retail, healthcare, construction, manufacturing, and hospitality teams into the same work OS as HQ.
From cancelling subscriptions to booking restaurant reservations, consumers are starting to hand a wide variety of work to personal AI agents. And because personal AI agents don't mind waiting on hold, calling back every few hours, or reaching out at 2 a.m., they won't reduce contact center traffic. Instead, they will drive unprecedented volume.
Personal agents lack internal customer history and context, so businesses need to meet them at the front door with AI agents of their own, said Kishan Chetan, EVP and GM, Agentforce and Service Cloud, in a new opinion piece.
By pairing AI agents with human representatives grounded in unified customer data and defined business workflows, companies can resolve complex requests efficiently, even when a customer’s agent is on the line.
salesforce.com/news/stories/…
Salesforce News & Insights retweeted
Not every job calls for the same AI model. Some tasks, like routing a case or updating an opportunity, need precise multistep reasoning. Others might need to be done particularly quickly or cost-effectively.
So rather than forcing customers to stick with a single tool, Salesforce allows them to use whichever model works best, whether it’s a frontier, open, or custom model like Salesforce’s first CRM reasoning model, Koa.
“We believe in giving our customers choice, that you can pick the model that’s right for your particular use case … and that you have the flexibility to keep evolving and changing what model you use," said Michael Andrew, Salesforce Chief Data Officer.
Learn more about why Salesforce lets customers pick the right AI model for the job.
salesforce.com/news/stories/…
Individuals can get good results working alone, but when a team gets in a room and focuses on the same problem at the same time, it can be a real power-up.
Picture a deal that hits a snag because a new competitor shows up. The instinct is for everyone to go back to their own screen and quietly ask their own AI assistant what to do.
But AI is worth far more to a business when it works out in the open, in the same places people already work. That’s the idea behind the next era of Slack: share context, build on it together, and generate more context as you go.
Now, users can just tag an agent —Slackbot — right in a shared channel. Slackbot answers using everything it’s allowed to see: the account history, past research, the Salesforce records, the team’s own back-and-forth. Everyone in the channel sees the same answer at the same time, learns from each other, and works out a response together. And the agent gets smarter with every step.
The single-player era of AI made people faster. The multiplayer era is what makes a whole company smarter, together.
salesforce.com/news/stories/…
