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Infobip Debuts CXOP to Elevate AI‑Driven Customer Engagement

Global cloud communications platform Infobip has unveiled its Conversational Experience Orchestration Platform, a powerful new agentic AI solution designed to transform how businesses interact with customers. Built on its existing AI Hub and powered by Microsoft Azure OpenAI Foundry models, CXOP marks a significant step forward in enabling dynamic, goal‑oriented conversations across support, marketing, and sales.

Unlike rule‑based chatbots, CXOP employs intelligent AI agents that can understand context, adapt in real time, and automate entire customer journeys. Integrated within a unified platform, these agents manage interactions across messaging applications—such as WhatsApp, RCS, and web chat—while seamlessly handing complex queries to human agents when needed. Infobip says the platform improves customer loyalty and response speed while reducing operational costs.

Programmed to drive specific outcomes like lead conversion and campaign performance, CXOP offers both no‑code and full‑code deployment options. This range empowers businesses to launch quickly—regardless of their technical resources. AI agents orchestrate conversations in real time, continually adjusting to user behavior, intent, and sentiment.

The platform operates within Infobip’s AI Hub ecosystem, bringing together messaging, automation, and generative AI into a cohesive ecosystem. According to Infobip’s Chief Business Officer, Ivan Ostojić, CXOP is a “foundational step toward building AI‑first customer experiences that drive measurable business impact.”

Microsoft – a partner in the launch– highlights the efficiency gains of switching from traditional workflows to intelligent agents. Myladie Stoumbou, Senior Director of ISV Partnerships at Microsoft, noted that CXOP simplifies customer engagement by eliminating the need to manage multiple vendor solutions, thanks to its availability in Azure Marketplace.

CXOP’s user‑centric design aligns with rising expectations for instant, personalized service. By integrating real‑time behavior analytics and sentiment tracking, CXOP aims to reduce response times, automate service inquiries, and drive revenue through tuned interactions. It also supports hybrid operations, where AI handles standard tasks and humans handle advanced or sensitive issues, providing seamless escalation and collaboration.

Infobip’s global reach—spanning over seven billion mobile devices across six continents—positions CXOP for rapid uptake, with early adopters already testing the platform via Azure. This launch bolsters Infobip’s leadership in the CPaaS (Communications Platform as a Service) space, following repeated recognition by Omdia, Gartner, IDC, and Juniper Research.

In summary, CXOP introduces a new era in conversational customer engagement, where intelligent AI agents can lead, learn, and adapt within unified omni‑channel experiences. By combining advanced AI orchestration with effortless deployments and human‑in‑the‑loop capabilities, Infobip is redefining how brands can meet modern expectations—delivering both efficiency gains and richer customer interactions.

HPE and Commvault Deepen Data Resilience Partnership with New Integration

Hewlett Packard Enterprise and Commvault have once again strengthened their long-standing alliance by unveiling deeper integration between HPE’s Active Peer Persistence technology and Commvault’s data protection platform. This strategic move is designed to enhance enterprise-grade data resilience—particularly for mission-critical, hybrid cloud environments.

Previously, HPE infrastructure—such as Alletra 9000 and Storage MP B10000 arrays—was already supported by Commvault, enabling snapshot-based protection of demanding workloads like medical imagery and extensive databases. Now, the integration with Active Peer Persistence allows synchronous replication of two geographically dispersed storage arrays. Commvault can detect this active-active setup and initiate simultaneous snapshots of both, ensuring consistent backups that mirror the live data state on either site.

Following snapshot capture, Commvault facilitates offsite retention—ranging from cloud storage and tape libraries to HPE’s StoreEver solutions—to satisfy compliance and disaster-recovery needs. This streamlined workflow improves compliance while balancing performance and cost.

Real-world advantages of the new integration include continuous application availability, even during planned or unexpected outages, and optimized network usage by minimizing redundant data transfers. Organizations relying on these systems—common in healthcare, financial services, and large-scale enterprise deployments—should also see faster recovery times and lower risk exposure.

The timing of this announcement aligns with growing global concern around cyber threats and ransomware. HPE and Commvault—already partners in extended solutions like HPE GreenLake, StoreOnce, and Zerto—are positioning this upgrade to reinforce customers’ cyber resilience. Advanced AI-assisted orchestration further helps detect anomalies and automatically safeguard backup infrastructure.

In a joint statement, Jeff Carlat from Commvault’s alliances team emphasized the importance of delivering continuous, reliable data safeguards: “Partnering with HPE to support Active Peer Persistence underscores our dedication to delivering solutions that drive business continuity and operational efficiency”.

In summary, the expanded HPE-Commvault integration marks an important leap in hybrid cloud data protection. By integrating synchronous storage replication with intelligent backup orchestration and secure offsite retention, the partnership offers organizations a robust solution for maintaining uptime, ensuring compliance, and speeding recovery in increasingly complex IT environments.

Adobe Unveils LLM Optimizer to Elevate Brand Visibility in the Age of AI Search

Adobe has launched the LLM Optimizer, a new enterprise application designed to help brands secure their presence in generative AI-driven search and conversational platforms. Unveiled at the Cannes Lions festival on June 16, the solution addresses the growing trend of consumers beginning their online journeys with AI assistants like ChatGPT, Gemini, and Claude rather than traditional search engines.

As generative AI continues to infiltrate daily online interactions, the way content is discovered has shifted. AI models no longer simply index content—they summarize, interpret, and represent brand information in a conversational format. According to Adobe Analytics, traffic from AI-generated search results to U.S. retail and travel websites surged approximately 3,500% and 3,200%, respectively, between July 2024 and May 2025. With these platforms serving as the new gateway to information, brands risk being overlooked if their content is not optimized for AI evaluation.

The LLM Optimizer equips businesses with tools to monitor how their content is being surfaced—and where it’s not—in AI platforms. Through integration with Adobe Experience Manager Sites or as a standalone application, users gain real-time visibility into “agentic” traffic: the AI-driven retrievals, citations in summaries, and content requests processed by LLM systems. This enables marketers to know which web pages or assets are being accessed—or ignored—by AI systems.

Benchmarking tools within the platform allow organizations to measure their brand’s visibility against competitors across high-value search themes and product categories. The system highlights underperforming content and offers prescriptive improvements tailored to AI models’ indexing preferences—such as structured FAQs, enhanced metadata, and clearer contextual signals.

Once gaps are identified, LLM Optimizer enables one-click deployment of optimizations. By integrating with digital asset management workflows, the tool allows marketing and content teams to implement technical or strategic content changes quickly, without complex engineering processes. This seamless deployment bridges the traditional divide between content strategy and technical execution.

The platform also includes an attribution feature, linking visibility in AI-generated search experiences to real metrics—like site visits, user engagement, conversions, and revenue. Reports tie AI visibility back to business outcomes, enabling teams to validate their strategies and justify further investment.

Adobe positions the LLM Optimizer as pivotal to a rising discipline it terms Generative Engine Optimization (GEO)—the natural successor to SEO in an AI-first world. Senior product leaders note that while SEO once focused on keywords and backlinks, GEO requires a deeper understanding of how AI models parse content and attribute authority.

Built for enterprise readiness, the tool supports scalable governance, approval workflows, and agent-to-agent integration protocols—aligning with Adobe’s broader strategy for AI-powered marketing. It enables enterprises to reliably manage brand representation across a proliferating universe of AI interfaces.

The introduction of Adobe’s LLM Optimizer comes as brands grapple with declining organic traffic and increasingly complex digital ecosystems. Gartner forecasts AI adoption could cause a 50% drop in traditional search traffic by 2028 . Adobe’s tool offers a solution by shifting focus from passive content publication to proactive AI-aware optimization.

By giving marketing teams insight, recommendations, and deployment tools, Adobe aims to help brands maintain relevance and control over their narratives in the conversational web. As AI assistants grow central to customer decision-making, LLM Optimizer may become essential for brands determined to be heard—and cited—in the moments that matter.

Cognizant and Google Cloud Launch AI-Powered Contact Centre to Transform Customer Engagement

Cognizant has announced a strategic collaboration with Google Cloud to introduce an AI-driven contact centre solution aimed at redefining how enterprises manage customer engagement. The new platform, called Cognizant Autonomous Customer Engagement, is designed to streamline service delivery by blending generative AI with traditional human support across voice, chat, and digital channels.

At the heart of the platform lies a robust suite of AI agents capable of independently managing routine queries and customer requests. These virtual agents, built on Google Cloud’s Customer Experience Suite and Voice AI, are engineered to understand customer intent, deliver real-time responses, and escalate complex interactions to human representatives when necessary. The system is built to ensure faster response times, lower operational costs, and more consistent service across every touchpoint.

The platform enables businesses to integrate AI seamlessly into their existing customer service ecosystems. By consolidating voice, messaging, and chat support into a unified interface, Cognizant’s solution ensures that customers receive a coherent and intuitive experience regardless of the channel they choose. It also supports dynamic learning, allowing AI agents to continuously improve through real-world interactions and feedback, resulting in increasingly accurate, context-aware conversations.

One of the most compelling aspects of this rollout is the system’s scalability and security. Hosted on Google Cloud’s infrastructure, the platform is equipped with enterprise-grade security protocols, compliance features, and data protection mechanisms. This ensures that while the system is intelligent and responsive, it also meets the rigorous standards expected by global enterprises.

Businesses adopting the solution have already begun reporting measurable improvements. Early trials have demonstrated enhanced first-call resolution rates, a reduction in abandoned calls, and increased customer satisfaction. In certain sectors, including food services, companies are leveraging the system not only to resolve queries efficiently but also to proactively identify sales opportunities through real-time analytics.

Cognizant’s leadership emphasized the significance of balancing automation with empathy. The platform is designed to allow human agents to intervene when deeper emotional intelligence or complex judgment is needed, ensuring that the customer experience remains compassionate and personalized. This “AI-first with human-in-the-loop” model is being positioned as the next evolution in customer service, where intelligent automation handles scale and speed, and human support enhances quality and emotional nuance.

Victor Morales, Vice President of Global System Integrator Partnerships at Google Cloud, noted that the collaboration is intended to provide transformative customer experiences that meet rising consumer expectations. He highlighted the platform’s ability to deliver personalized outcomes that blend the best of AI performance and human understanding.

With its extensive global footprint and established enterprise clientele, Cognizant aims to deploy the platform across industries ranging from telecommunications and banking to healthcare and retail. The launch marks a significant step in the broader movement towards AI-led business operations, with customer service now seen as a critical area for intelligent automation.

As digital transformation accelerates, the Cognizant-Google Cloud alliance reflects a growing trend in leveraging AI not just to automate, but to enhance human-centered business functions. By integrating intelligence, flexibility, and security into the contact centre experience, the new platform sets a high bar for how customer service will evolve in the years ahead.

ObserveNow to Host 2nd BFSI Confluence in Mumbai

ObserveNow is all set to host the second edition of its flagship BFSI Confluence in Mumbai on June 26, 2025. Themed “Tech Forward: Redefining the Future of BFSI with AI”, the event will convene top leaders from India’s banking, financial services, insurance, and fintech sectors for a day of high-impact dialogues and expert insights.

The day-long event will kick off with a lamp lighting ceremony followed by a welcome address from Mr. Jeet Sharma, Co-founder & CEO, ObserveNow Media. A keynote address will be delivered by Capt. Lovekesh Thakur, Deputy Director General, UIDAI, on “Harnessing Digital Identity: The Cornerstone of AI-Powered Financial Innovation.”

With over 50 CXOs from across India’s financial ecosystem confirmed to speak, the event will feature four power-packed panel discussions focusing on the evolving intersections of artificial intelligence, cybersecurity, compliance, and fintech disruption. Key topics include: Beyond Transactions: Shaping the Future of Finance with AI, Securing BFSI: AI, Compliance & Cyber Resilience, Fintech Unplugged: Digital Transformation in Banking, Payments & Inclusion, and Revolutionizing Insurance: AI & Automation for a Safer, Smarter Tomorrow.

The event will also see keynote sessions, fireside chats, and industry presentations from leaders at UIDAI, Digitap, Avaya, Dow Jones, Vunet, and i-exceed. Prominent voices include CXOs from SBI General Insurance, Exim Bank, NSE Indices, LIC Mutual Fund, Kotak Mahindra Bank, JM Financial, Aditya Birla Capital, and several others. As part of the agenda, ObserveNow will also host its annual Top 40 BFSI Leaders Awards to honour the most influential and forward-thinking professionals driving innovation in the financial sector.

The 2nd BFSI Confluence is proudly supported by an esteemed lineup of the most dynamic voices in the BFSI and tech ecosystem. Ashish Bhansali, CEO & MD of KPOINT, and Darshana Jambhale, VP–Strategic Accounts at CtrlS Datacenter, will share perspectives on enterprise tech innovation. Dr. Nareshkumar Harale, Senior Vice President & Head (IS&SP) of the Information Security Department at State Bank of India, will offer critical insights into strengthening cybersecurity frameworks. Adding to the discourse on digital lending and data-driven risk models, Nageen Kommu, CEO of Digitap, will speak on how alternative data is redefining creditworthiness.

Yogesh Joshi, Assistant Vice President – Sales at i-exceed, will highlight advancements in digital banking solutions, while Padmabhushan Bahadure, CTO at the National Urban Cooperative Finance & Development Corporation, will delve into enabling tech for grassroots financial transformation. Fintech leaders such as Tarun Pandey, CTO at Aditya Birla Capital, and Saurabh Gupta, Founder & CEO of VeriSmart.ai, will also share their visions for AI-led financial ecosystems and automation-led efficiency.

With AI rapidly transforming the financial landscape, the 2nd BFSI Confluence by ObserveNow is poised to become a defining moment for the industry. From navigating compliance and cybersecurity threats to unlocking new frontiers in digital lending, insurance automation, and customer experience, the event brings together the sharpest minds and most agile institutions under one roof. 

Through thoughtful panels, keynote addresses, and deep-dive sessions, the Confluence aims to foster actionable dialogue and collaboration among stakeholders driving India’s digital financial future. As the industry stands at the crossroads of innovation and regulation, ObserveNow’s platform will serve as a catalyst for shaping policies, partnerships, and progress that align with the next decade of financial transformation.

IBM Consulting Appoints Lula Mohanty as Managing Partner for Middle East and Africa

IBM Consulting has announced the appointment of Lula Mohanty as its new Managing Partner for the Middle East and Africa region, effective immediately. In her expanded role, Mohanty will oversee IBM Consulting’s strategic and operational functions across the MEA markets, driving growth, digital transformation, and regional client delivery.

With over two decades of industry experience spanning strategy consulting, technology implementation, and leadership, Lula Mohanty brings a deep knowledge of artificial intelligence, hybrid cloud, and enterprise transformation. She previously played key leadership roles in IBM India and Asia-Pacific, where she led consulting teams responsible for delivering large-scale digital innovation programs to clients in banking, telecom, retail, and public sector.

In her new capacity, Mohanty will focus on strengthening IBM Consulting’s presence in fast-growing economies across the GCC, East Africa, and North Africa. She is expected to build on existing momentum, including establishing advanced innovation centres, accelerating AI use cases, and deepening partnerships with local governments and enterprise clients. Her mandate also includes fostering regional talent development and skills modernization through programs that align with national digital transformation agendas.

IBM Consulting continues to invest heavily in the MEA region. Earlier this year, the firm received the Dubai AI Seal in recognition of its excellence in artificial intelligence and governance. It also launched new regional offices and innovation hubs, including an AI Innovation Centre in Riyadh and a consulting office in Doha. Under Mohanty’s leadership, the practice expects to scale these initiatives and support clients in deploying AI, cloud, and data-driven solutions at scale.

Speaking on her appointment, Mohanty expressed excitement about the region’s growth potential. She emphasized IBM’s commitment to co-creating value with regional partners and clients, leveraging local insights and global expertise to address complex challenges in areas like future-ready economies, digital public services, and AI-powered innovation.

Industry analysts view the move as a strategic decision by IBM to anchor its MEA ambitions under seasoned leadership. With digital transformation becoming a priority across public and private sectors, having an experienced executive like Mohanty at the helm is expected to strengthen client trust, accelerate market penetration, and support IBM Consulting’s ambition to be the partner of choice in the region.

As the MEA market enters a new phase of digital acceleration—driven by generative AI, sustainability mandates, and hybrid-work models—Mohanty’s appointment underscores IBM’s commitment to localised leadership and sustained investment. Her proven track record and regional experience are likely to play a key role in shaping IBM Consulting’s next chapter across the Middle East and Africa.

Verizon and Google Cloud Roll Out Ambitious AI-Powered Customer Experience Overhaul

Verizon has launched its most extensive customer experience upgrade to date, embedding advanced generative AI throughout its service ecosystem with support from Google Cloud’s Vertex AI and Gemini models. The telecom giant is redesigning interactions via its My Verizon app and frontline teams to deliver more efficient, accurate, and personalized support.

A centerpiece of the initiative is the revamped My Verizon app, now featuring an AI-driven Verizon Assistant. Powered by custom-trimmed Gemini models trained on Verizon-specific data, the assistant handles routine tasks—such as billing inquiries, account changes, and plan upgrades—with claimed accuracy exceeding 90%. It seamlessly escalates complex issues to live agents when necessary.

Back-end enhancements focus on empowering Verizon’s 28,000 customer support staff with real-time intelligence tools. The ”Personal Research Assistant”, integrated across online and retail support channels, offers dynamic answers pulled from internal knowledge bases and conditions optimized for conversational accuracy. This capability ensures 95% of customer questions are fully addressed without human intervention.

Another AI-powered feature, known as Customer Champions, provides enhanced service team support. Agents receive streamlined workflows that include automated chat summaries, follow-up prompts, and consistent cross-channel communication—all driven by Google Cloud’s generative AI.

These customer breakthroughs also yield tangible business gains. Since the phased implementation—starting in mid-2024 and wrapping up earlier this year—Verizon has reported a sharp drop in call-handling times, allowing support reps to shift focus toward revenue-generating activities. The Consumer Group CEO noted a nearly 40% increase in sales attributable to AI-augmented service conversations.

Behind the scenes, Vertex AI and Gemini are central to the platform’s core intelligence, delivering contextual prompts, troubleshooting guidance, and proactive suggestions in real time. Google Cloud CEO Thomas Kurian praised the partnership, calling it a “significant advancement” in delivering more intuitive, efficient, and satisfying customer experiences.

This multi-modal deployment—combining conversational bots, agent assist tools, and AI workflows—has also driven Verizon to enhance live support offerings. Live chat now operates 24/7, and support hours have been extended across voice channels, catering to evolving customer expectations .

While many organizations initiate AI in limited capacities, Verizon’s deployment stands out for its scale—across both desktop and mobile channels—and for blending digital bots with human-led escalation paths. Analysts point to this ambitious rollout as a benchmark for others in telecom and beyond .

In summary, the Verizon–Google Cloud alliance marks a pivotal shift toward AI-embedded customer care. By integrating generative AI into both mobile self-service and agent-assisted workflows, the joint initiative delivers faster issue resolution, higher query accuracy, improved agent satisfaction, and undeniable commercial impact. For Verizon, it transforms service interactions into a strategic advantage, reinforcing its competitive position in the fast-evolving telecom landscape.

Canon India Appoints Kiran Deohans and Sudhir Koushik as Cinema EOS Ambassadors

Canon India has expanded its Cinema EOS Ambassador roster by appointing veteran cinematographers Kiran Deohans and Sudhir Koushik, reinforcing its commitment to celebrating storytelling excellence and visual innovation.

Kiran Deohans, renowned for iconic Hindi films such as Jodhaa Akbar, Kabhi Khushi Kabhie Gham, and Qayamat Se Qayamat Tak, brings decades of experience to the role. He joins Canon’s select group of ambassadors celebrated for their ability to transform narratives through exceptional visual storytelling. His appointment underscores Canon’s dedication to nurturing masterful cinematic expression and inspiring emerging filmmakers across India.

Also recognized is Sudhir Koushik, a distinguished contributor to India’s unscripted storytelling landscape. His deep expertise and innovative approach in documentary and reality-based content have helped elevate the craft. Joining the Ambassador Program highlights Canon’s increasing focus on diverse formats, acknowledging the creative prowess required in non-fiction storytelling environments.

Both ambassadors will play a pivotal role in Canon’s broader mission to enrich the filmmaking community. Their responsibilities will include sharing practical insights, mentoring emerging talent, and actively participating in workshops, technical sessions, and demonstrations organized across India. These initiatives aim to deepen engagement with the full Cinema EOS lineup—from the compact C80 to the powerful C400—as well as Canon’s broader mirrorless and video systems.

Canon’s Cinema EOS Ambassador Program unites accomplished cinematographers who embody the brand’s vision: bridging technical innovation with creative storytelling. By tapping these ambassadors, Canon continues to drive its video-first strategy—empowering professionals to explore new creative horizons and leverage its cutting-edge camera ecosystems.

With Kiran Deohans and Sudhir Koushik on board, Canon India not only strengthens its technical credibility but also underscores the evolving narrative landscape. From feature films to reality content, these appointments reinforce the importance of visual expertise and storytelling depth in shaping the future of cinematic arts in India.

Darwinbox Conducts ₹86 Crore ESOP Buyback to Reward Talent and Strengthen Leadership

HR technology unicorn Darwinbox has completed a significant employee stock ownership plan buyback worth ₹86 crore, marking its largest such round in four years. The initiative involved repurchasing ESOPs from around 350 employees, reinforcing the startup’s focus on talent retention and wealth creation for its workforce.

The buyback represents Darwinbox’s third such round since its inception, with this latest effort being the most substantial in scale. A majority of Indian startups now frequently use ESOP buybacks to recognize contributions and bolster staff loyalty—a trend Darwinbox is embracing with this landmark move. For the employees, the buyback translates into immediate financial benefit—some of whom have been with the company since its early days. It also signals management’s commitment to sharing the value generated from the company’s recent successes.

Founded in 2015, Darwinbox has emerged as a fast-growing SaaS platform focused on human resource management. Having raised $140 million earlier this year in a round led by global private equity majors, the company achieved a valuation of approximately $950 million. The fresh funds are being directed toward AI-driven product innovation and global expansion efforts. This financial milestone underscores Darwinbox’s robust business trajectory. Backed by investors such as Partners Group, KKR, Microsoft, Salesforce Ventures, Sequoia India, Lightspeed, and Endiya, Darwinbox serves more than 900 enterprise customers spanning over three million users in 130 countries. Its revenue surged by 58% year-over-year in FY24, reaching ₹393 crore.

The ESOP buyback complements this growth by rewarding employees who contributed to the company’s ascent. The move aligns with its ongoing investments in R&D, including proprietary AI features such as its virtual HR assistant and gen-AI reporting tools, which enhance both the product and employee experience.

Darwinbox’s leadership notes that the buyback strengthens the company’s employee value proposition at a critical juncture. With aggressive expansion in markets like North America, Southeast Asia, the Middle East, and the UK, the firm requires a motivated team equipped to scale operations globally. Giving employees a financial upside—on par with early-stage founders—helps maintain engagement, drive performance, and reduce attrition.

Analysts point out that widespread ESOP programs are becoming more strategic as Indian startups mature. As liquidity events like IPOs become less predictable, buybacks serve as tangible rewards for employees who have built value over years and may not have seen earlier exit opportunities.

Darwinbox’s ₹86 crore repurchase is likely to boost morale across engineering, product, sales, and customer success teams. It also positions the company favorably ahead of potential global listing ambitions, where talent retention could be a critical factor.

In a competitive HR-tech landscape facing legacy giants like SAP, Oracle, and Workday, Darwinbox stands out by offering a modern, mobile-first, AI-centric platform. The ESOP initiative reinforces the company’s reputation as a people-focused employer in Saas, capable of attracting and retaining top global talent.

With its latest ESOP buyback, Darwinbox sends a clear message: it values its people and believes shared success drives long-term growth. As the company continues to expand its technological and geographic footprint, this employee-first approach may serve as a differentiator in attracting and retaining world-class talent.

Tags: Darwinbox

Salesforce Unveils Agentforce 3 with Enhanced Visibility and Interconnected AI Agents

Salesforce today launched Agentforce 3, a major update to its flagship Agentforce platform designed to help enterprises scale AI agents with greater transparency, interoperability, and control. Unveiled at a time of rising enterprise demand for “digital labor,” the release introduces a centralized Command Center, open integration protocols, and a suite of new tools to monitor, manage, and optimize AI-driven workflows.

At the heart of Agentforce 3 is the Command Center, a unified observability hub that gives enterprises real-time insights into AI behavior. Through dashboards and alerts, teams can monitor agent health, track latency and error rates, and drill into individual interactions—enhancing trust and accountability as digital agents take on more autonomous roles. The Command Center also offers AI-powered recommendations, helping users refine agent performance proactively.

Interoperability takes a leap forward with native support for the Model Context Protocol, enabling plug‑and‑play compatibility with external AI models and tools. This simplifies integrations across ecosystems without custom coding, ensuring secure and governed collaboration between agents from multiple vendors.

Furthermore, Agentforce 3 expands its reach with over 100 prebuilt industry actions, fast‑tracking deployments in sectors such as retail, financial services, healthcare, and beyond. It also introduces web-search grounding and inline citations, enabling agents to draw on verified sources and reduce hallucinations—boosting accuracy for customer interactions or internal use cases.

Performance and resilience have been enhanced with model failover capabilities and faster response streaming, delivering up to 50 percent lower latency and smoother conversational experiences. Localization is another focal point: the platform is now available across regions including Canada, the UK, India, Japan, and Brazil, with support for multiple languages and plans for further globalization.

Architecturally, Agentforce continues to refine its Atlas Reasoning Engine and integration with Data Cloud, powering scalable inference pipelines capable of processing billions of predictions monthly. This enables agents to retrieve real-time data, apply business logic, and execute complex workflows—ranging from auto-engaging leads to resolving support cases—while ensuring data fidelity and governance.

Salesforce leadership emphasizes that these upgrades address the key challenges of scaling AI agents: observability, operational control, integration flexibility, and global readiness. Agentforce 3 reflects the maturity of agentic AI, which some analysts are heralding as the “third wave” following generative and predictive AI.

More than 8,000 organizations have deployed Agentforce, with usage soaring—internal metrics show a 233 percent growth in agent activity over the past six months. Early adopters such as PepsiCo and Heathrow Airport already report notable impacts: automated responses, cost reductions, and improved speed in customer-facing and back‑office workflows.

Agentforce 3 marks a pivotal step in Salesforce’s AI journey. It reframes AI agents from isolated pilots into enterprise-scale autonomous collaborators that are transparent, interconnected, and reliable. By embedding observability, interoperability, and performance into the platform, Salesforce aims to empower businesses to harness agentic AI safely, broadly, and at scale—bridging human ingenuity with machine efficiency.

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