BUSINESS | Salesforce expands Agentforce with AI for IT, security, customer experience
Enterprises such as Globe Business, UNESCO, Piedmont Healthcare, EPB, CMC Energy, and Cervello are among the early adopters using Agentforce.
SAN FRANCISCO – Salesforce is expanding its Agentforce platform — a new generation of “agentic AI” built to automate enterprise operations, strengthen cybersecurity, and enhance customer experience.
From IT service desks and compliance operations to customer-facing engagement, Salesforce said the expanded suite lets organizations shift from manual, ticket-based systems to conversational, autonomous workflows that improve efficiency and reduce costs.
Enterprises such as Globe Business, UNESCO, Piedmont Healthcare, EPB, CMC Energy, and Cervello are among the early adopters using Agentforce to unify IT, security, compliance, and sales processes within Salesforce’s trusted platform.
AI that automates IT and compliance
At its SuiteWorld 2025 event in Las Vegas, Salesforce unveiled Agentforce IT Service, a conversational IT support product that enables companies to resolve incidents instantly within Slack and other workplace tools.
“For decades, ticket-based IT service processes have drained productivity,” Salesforce said. “Agentforce IT Service changes that by putting AI-driven, conversational support where employees already work.”
“With Salesforce, UNESCO delivers future-of-work technology, combining the power of humans and agentic AI to enhance the experience of both our IT teams and employees,” Omar Baig, chief information and technology officer at UNESCO, said. “By using agentic AI to resolve routine IT tasks and improve IT team efficiency, our employees can focus on the higher-priority work serving both the Secretariat and Member States.”
“The fragmented, legacy ITSM model is fundamentally broken,” Muddu Sudhakar, Salesforce senior vice president and general manager for IT and HR Service, said. “By building Agentforce IT Service natively on the Salesforce and Service Cloud platform, we are driving a conversation-first, agent-first revolution that transforms IT and HR for incredible efficiency and cost reduction.”
Salesforce also extended Agentforce into Security Center and Privacy Center, enabling autonomous threat detection and compliance automation.
“We built Agentforce security and compliance capabilities to reduce the most painstaking, tedious responsibilities of security and risk professionals,” Marla Hay, Salesforce senior vice president of product management, said. “Within Security Center and Privacy Center, security and compliance with Agentforce enable our users to focus on higher-value tasks while mitigating risks to their Salesforce data.”
“As CIO, safeguarding our clients’ data is my top priority,” Paul Mackay, chief information officer at CMC Energy, said. “My team now has an intelligent agent to accelerate risk detection by allowing rapid, natural-language queries to quickly identify, assess, and respond to threats.”
Globe Business pilots Agentforce
In the Philippines, Globe Business, the enterprise arm of Globe Telecom Inc., is piloting Agentforce to give its sales teams instant access to personalized customer insights, enabling them to anticipate and address client needs more effectively.
Globe Business has adopted Salesforce’s Service Cloud, Sales Cloud, and Einstein for Service to streamline customer operations. The company said automation and AI have helped reduce duplicate customer support cases by 28 percent and overall workload by 34 percent, with 80 percent of service tickets now accurately classified by intent.
“Salesforce has become a pivotal part of our customer experience strategy, enabling our teams to move beyond manual tasks and focus on truly understanding and connecting with our customers,” KD Dizon, head of Globe Business, said. “We will continue transforming with AI to deliver exceptional and personalized experiences.”
“Customer expectations in the telecommunications industry have never been higher,” Abraham Cuevas, Salesforce regional vice president and country manager for the Philippines, said. “Globe Business is leading the charge in the Philippines by embracing AI as a core driver of its transformation journey.”
The Agentic enterprise
Across IT, security, and customer experience, Salesforce positions Agentforce as the core of its AI strategy — moving from reactive systems to proactive, self-learning agents embedded directly in workflows.
With integrations across Google, IBM, Microsoft, Oracle NetSuite, Workday, and Zoom, Salesforce said the platform’s 100-plus connectors will help organizations unify their IT, HR, and customer ecosystems from day one.
“The future of IT service is agentic, and it’s here today,” Kishan Chetan, Salesforce executive vice president and general manager of Service Cloud, said.
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