Delivering Tangible AI Value, from "What If?" to "How To" at Agentforce World Tour NYC

In this edition: At Agentforce World Tour NYC, Salesforce highlighted concrete examples of how companies like Indeed, 1-800Accountant, and OpenTable are deploying Agentforce to solve critical challenges and achieve significant gains.

Announcements included:

• New flexible pricing options, including a Flex Credits model, that make it easier for organizations to align investment with business outcomes generated by AI agents. 
• Innovations in governance, trust, and security ensure that digital labor can be implemented with confidence, leveraging the Salesforce Platform’s robust security features and compliance controls.
• How Agentforce’s autonomous, intelligent agents are being applied across different industries, reshaping business operations, customer service, and more. 

Read on for all the news from Agentforce World Tour NYC.

The Big Story

Agentforce World Tour NYC: Demonstrating the 'How' of Digital Labor

Organizations are increasingly implementing agents that have the skills and know-how for lines of business and industries, making it faster and easier to realize the benefits of digital labor in areas like Retail, Health, Field Service, and HR. 

Salesforce is the platform enabling this exciting transition for customers. At Agentforce World Tour NYC, the focus moved beyond the conceptual to highlight concrete examples of how companies across industries and lines of business are adopting Agentforce to solve critical challenges and achieve significant gains. 

This kind of human-agent collaboration promises to not only boost productivity but improve employee and customer experiences. “AI and human agents work best in tandem,” noted Salesforce's SVP of Digital Customer Success. “The two really go hand-in-hand.” 

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Watch: Agentforce World Tour NYC Keynote

Watch top news from the Agentforce World Tour NYC keynote, including how Agentforce accelerates time to value and unlocks digital labor for every industry, how customers like Box are accessing AI-driven, powerful insights and data visualization, 97% faster, and more.

Behind the News

Salesforce Introduces Agentforce for Financial Services to Address Shrinking Workforces and Rising Client Expectations 

In an industry built on trust, delivering personal and meaningful experiences is everything. But the day-to-day financial services journey often feels impersonal and frustrating. Customers wait on hold, repeat their information, and navigate confusing forms and disclosures. Behind the scenes, a shrinking workforce of advisors, bankers, and insurance brokers spends just 39% of their time on direct client engagement, with the rest lost to administrative work. 

That’s why Salesforce introduced Agentforce for Financial Services, a new set of pre-built, role-based AI agent templates that augment financial services teams with digital labor and automate key front-office tasks like preparing for an investment review, replacing a lost credit card, or surfacing relevant loan options.

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Agentic AI: Remaking Industries from Finance to Healthcare

Beyond simple automation lies the emerging field of agentic AI — systems designed to autonomously perform complex tasks with minimal human supervision. 

Salesforce's Agentforce represents a significant entry into this space, helping companies in industries like finance and healthcare deploy AI agents that work alongside employees to manage customer interactions continuously.

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Customer Stories

Salesforce Forges Partnership with Bouygues Telecom to Place AI at the Heart of its Customer Relations

A partner to Bouygues Telecom for over a decade, Salesforce has announced a new milestone in their collaboration with the deployment of Agentforce within the operator's CRM platform. This initiative is part of a series of innovations planned for 2025, which began with the successful launch of Bouygues Telecom's Be360+ augmented console, now used by 6,000 customer advisors.

The integration of Artificial Intelligence (AI) is a cornerstone of Bouygues Telecom's innovation strategy, reflecting its unwavering commitment to anticipating future needs and delivering high-quality customer experiences. 

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Indeed Deploys Agentforce to Streamline Employer Onboarding with AI-Powered Support

Salesforce announced that Indeed, the world’s #1 job site, is deploying Agentforce to support employer account onboarding with digital labor. 

After realizing that roughly 22% of employer support requests are related to the onboarding or account moderation process, Indeed recognized an opportunity for a more efficient experience. The company turned to Agentforce — Salesforce’s digital labor platform for bringing trusted, autonomous AI agents into the flow of work — to provide the solution.

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In Case You Missed It

Salesforce Ranked #1 CRM for 12th year

Salesforce has been named the #1 CRM provider by IDC for the 12th consecutive year. This recognition highlights Salesforce’s ongoing leadership and its ability to consistently deliver comprehensive and innovative CRM solutions.

IDC, a premier global market intelligence firm, is widely recognized for its high-quality market data. Its Worldwide Semiannual Software Tracker provides a detailed analysis of the competitive environment and market trends that are influencing the current and future state of the worldwide software sector.

According to IDC, in 2024, Salesforce led all CRM vendors with a 20.7% share and generated the highest revenue among all CRM vendors.

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