Inside Salesforce's big bet on AI agents

Last fall, Salesforce debuted an AI agent so remarkably human-like it seemed like a vision from the future.

In a sleek demo, the company showed how luxury retailer Saks Fifth Avenue was using Salesforce's new flagship AI software Agentforce to create "Sophie," a charming, patient customer service representative. A Salesforce executive dialed a Saks hotline, the chipper-voiced Sophie picked up, and then deftly recommended a sweater based on his order history and talked through shipping options.

https://www.businessinsider.com/inside-salesforce-struggles-agentforce-flagship-ai-agent-wars-benioff-2025-11