Salesforce Bets on Agentic AI to Drive Growth

Salesforce is banking on agentic AI to accelerate its market leadership, positioning the emerging technology as a game-changer that could outpace traditional CRM systems.

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Pick & Scroll News
May 12, 2025

Salesforce is banking on agentic AI to accelerate its market leadership, positioning the emerging technology as a game-changer that could outpace traditional CRM systems. It may completely shift how customer engagement works. The company has integrated this advanced form of autonomous AI into its platform and predicts it will reshape the future of customer experience, marketing, and support.


Right now, Salesforce is known globally as a dominant player in CRM software, with strong traction in the Australia and New Zealand region. Now, it’s recalibrating its strategy to focus on agentic AI, technology that allows digital agents to make decisions and act without human direction. It builds on the company’s past decade of AI development, particularly with its Einstein system, which already handles over a trillion predictions weekly.


This upgraded AI is already showing impact. One major appliance brand replaced its basic chatbot with an agentic assistant, handling two-thirds of customer website queries and even offering proactive service suggestions like filter updates. A voice-automated version is reportedly next. Internally, Salesforce’s AI agents handle 84% of support queries, allowing thousands of human agents to shift into new roles.


Public engagement with Salesforce’s new “Agentforce” platform seems strong too. More than 20,000 people recently attended an interactive AI showcase held in central Sydney, pointing to growing consumer interest in how this tech works in real-world scenarios. Salesforce also sees opportunity across industries as both businesses and customers adopt AI-driven solutions.


The broader implication is clear: if brands don't act soon, they risk being left out of digital ecosystems that are curated by AI agents based on consumer preferences. As AI becomes the gateway to brand visibility, companies slow to evolve may find their marketing efforts not ignored, but invisible. The era of attention is ending; Salesforce believes we’re entering a time when businesses must earn a consumer's permission to exist in their digital world.