While companies see the potential of Agentic AI in boosting productivity and customer service, Salesforce reminds organizations to take a careful and gradual approach. At a recent media briefing, the software firm encouraged businesses to identify practical use cases before fully rolling out AI across operations.
“So the question I raise to companies is, what are the low-hanging fruits?” said Gavin Barfield, VP and CTO, Solutions, ASEAN at Salesforce. “If updating contact details or processing a refund takes up 20% of your time, that’s a clear opportunity to let an agent handle it.”
He noted that around 41% of human time is spent on low-value tasks. With the right tools, companies can reduce this burden, allowing staff to focus on work that needs human thinking and care. Salesforce’s platform, Agentforce, launched in 2024, is on track to reach one million customer conversations this month, handled by Agentforce.
“This isn’t about replacing humans,” he said. “It’s about letting agents take care of the mundane, so people can focus on empathy, creativity, and building real relationships.”
Smarter use of data
At the center of Salesforce’s approach is its Data Cloud platform. It brings together structured and unstructured data to help AI provide more accurate and personalized responses.
“A unified data platform is key to making AI work,” Barfield said. “It helps AI learn from different types of customer data, improving both speed and service quality.”
He also highlighted the importance of integrating AI into existing systems. This allows for smoother transitions and less disruption to the customer experience. Salesforce observed a 7% drop in human support cases after AI was added.
A future with humans and agents
Barfield stressed that AI should solve business problems, not just showcase technology. He gave examples of how Agentic AI is already helping banks and airlines manage various types of requests.
“AI works best when it has good data, clear tasks, and human oversight,” he said. “This is about humans and agents working together, each doing what they’re best at.”
Barfield emphasized that AI is a tool.
“To make the most of it, companies need to use it wisely, start with clear goals, and make sure people stay at the center of the process,” he said.
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