Salesforce champions cause of making companies “Agentic Enterprises”

By Nisthar Cassim

Global giant Salesforce is championing the cause of making companies become “Agentic Enterprises” in which humans and Artificial Intelligence (AI) agents drive customer success together.

According to Salesforce, the Agentic Enterprise represents a new model for work — where AI elevates people rather than replacing them. In an Agentic Enterprise, every team operates with 24/7 intelligence: sales leads are never missed, service never sleeps, and every employee has an AI partner that helps them move faster and make smarter decisions. The result is a new era of productivity, customer connection, and growth.

“In deed, helping companies to become an Agentic Enterprise is our key goal,” Salesforce President and Chief Engineering and Customer Success Officer Srini Tallapragada told a group of journalists from South and Southeast Asia, including the Daily FT, at the recently concluded Dreamforce 2025 event in San Francisco.

Tallapragada explained, the business rationale behind Salesforce’s push to create “Agentic Enterprises” is that enterprises, both big and small have been much slower to adopt AI compared to consumers. He described this gap as “the big divide.”

To help enterprises to bridge the big divide, in October last year, Salesforce launched Agentforce. Reflecting its innovative spirit, Salesforce at Dreamforce 2025 showcased its latest innovation ‘Agentforce 360,’ the world’s first platform designed to connect humans and AI agents in one trusted system — empowering every employee to achieve more, every customer-facing moment to deliver more, and every company to operate with unprecedented intelligence and speed. It was described as the most complete platform for building, controlling, and deploying trusted enterprise AI agents at scale.

“What I clearly see when I talk to CEOs across the world, is people are tired of demos and pilots but they are not getting business value or helping their bottom line,” recalls Tallapragada.

In that context, he said, Salesforce’s ‘Agentforce 360’ has been designed to deliver controlled, contextual, and consistent experiences across every customer and employee interaction—it gives teams the fastest path from AI prototypes to production-scale agents.

At Dreamforce 2025, the company showcased what it means to become an Agentic Enterprise featuring real customer demos from OpenAI, Williams-Sonoma, Inc., Pandora, Accenture, PepsiCo, FedEx, and Dell Technologies.

Tallapragada said Large Language Models (LLMs) alone are not enough and AI agents need a lot of context just like a human.

Agent Script, a new scripting language for controlling agents, is a core component of the Agentforce 360 platform release. Agent Script combines the creativity of AI with the rigour of business workflows so that agents perform the exact way a company wants them to, every time. Agent Script allows enterprises to define agent behaviour with a human-readable expression language, which enables conditional logic, precise tool use, and guided, deterministic controls. This new level of control empowers Agentforce to tackle even the most complex tasks with confidence.

“LLMs need context, and context is very hard to get. This is why we built the Agentforce 360 platform. Context is powered by several features. One is data access across the enterprise, which is all in different silos. The Data 360 feature in Agentforce is a trusted, unified data layer that gives every agent context. With innovations like Intelligent Context and Tableau Semantics, companies can turn unstructured data and analytics into rich context and understanding for AI. Via Slack, Agentforce provides the conversational interface for humans and agents to work together, connecting knowledge, actions, and data in real time. Another is the memory – short-term and long-term memory, and the reinforcement loop. That’s what context is. So, people are moving from what they call prompt engineering to context engineering. That is what Agentforce 360 does,” he said. 

Tallapragada recalled that when Agentforce was launched, the AI agents were solving zero and the humans were solving about 3 million cases. “Today, AI agents are solving 1.8 million and humans are only solving 1.8 million, which proves AI agents are taking a lot of the workload,” he said.

Salesforce is also enhancing Agentforce to support more native languages apart from English. ”We are adding seven languages to agents and, pretty soon, we will add another 13, 15, 40 languages, and this is especially important for this field, especially in Asia,” Tallapragada explained.

He also spoke of Agentforce being a game changer for enterprises to follow up on sales leads. “When we get over 10 million leads every year, we cannot follow every lead, we don’t have people to do it. So ‘Agentic Enterprises’ rank all the leads. They take the most important leads, and they have our sales reps, who we call Software Development Representatives (SDRs), and they go follow the biggest, most important leads. We have an AI agent, which is picking leads and curating them. Agentforce is managing over 50,000 leads like that automatically,” Tallapragada added.

He said that Agentforce 360 is making companies Agentic Enterprises so they can provide better service, better marketing, and better sales. “That’s the vision we have,” Tallapragada emphasised.