The Agentic Enterprise Index leverages AI usage data from a cohort of businesses, powered by Salesforce’s own platform data, to provide a first look at how companies are implementing agents, the value they’re starting to unlock, and the progress they are making toward becoming true Agentic Enterprises.
The Agentic Enterprise represents a fundamental shift in the way the world does business – leveraging AI agents, not just to automate existing workflows, but to transform the entire enterprise. By augmenting employees with a limitless digital workforce, companies can increase productivity and scale, improve employee experience, bring down costs, and deliver more value for customers. This is the first step toward true transformation, in which orchestrated agentic workflows make employees more productive and impactful, businesses more intelligent, and complex technical tasks as easy as conducting a conversation.
1. Agent adoption is accelerating rapidly across sales and service. The number of agents created and deployed by businesses grew by 119% in the first half of 2025, with sales and service emerging as the top agentic use cases.
2. Consumer-facing industries are first movers on digital labor. Travel and hospitality, retail, and financial services led the way on agentic adoption, with travel and hospitality’s AI and agent actions growing at an average monthly rate of 133%.
3. Employees are engaging with agents in deeper ways. Employee interaction with agents grew at an average monthly rate of 65% and their conversation back-and-forths grew 35% longer in the first half of 2025 – signaling deeper, more meaningful interactions.
4. Consumers are increasingly opting into agents. 94% of consumers chose to interact with AI agents when given the option, and an adjoining global consumer survey revealed that nearly 60% of consumers who regularly interact with agents say AI agents have become more helpful over the past year.
Powered by Agentforce and other Salesforce products, Salesforce analyzed and aggregated usage data of a cohort of businesses to uncover the true story of agents in the workforce. Looking at trends over the past six months, The Salesforce Agentic Enterprise Index analyzes the activity and engagement of real businesses leveraging the power of AI agents to drive productivity. To qualify for inclusion in the dataset, businesses needed to have activated agents in production every month across the analysis period. These results are not indicative of Salesforce performance.
Additional data was sourced from Salesforce’s global proprietary research studies totalling 2k+ responses. Survey audiences include AI experts, HR chiefs, service leaders, and consumers. These responses are not indicative nor representative of Salesforce’s customer behavior and opinions.
A major transformation is underway as businesses create and scale their agentic workforce. The average number of agents that businesses created and deployed within their organizations grew by 119% in the first half of 2025.
Eighty percent of global HR chiefs believe that within five years most workforces will be hybrid — with humans and agents working together. The index reveals that this is already coming to life.
¹ CHROs on Digital Labor, May 2025
The easiest way for companies to begin their transformation to an Agentic Enterprise is to start with simple implementations that can quickly deliver ROI. Most companies are finding those entry points in sales, service, and internal automation.
Across sales and service, agents are both automating routine tasks and providing intelligent assistance.
| 1. Query and Identify Records |
| 2. Draft and Schedule Emails |
| 3. Retrieve Information from Knowledge Base for Conversation Replies |
| 4. Summarize Records |
| 5. Create Customer Service Case |
| 6. Create & Update Records |
| 7. Identify & Extract Relevant Information from Conversations |
| 8. Generate Briefs & Create Campaigns |
| 9. Provide Recommendations |
| 10. Query and Book Reservations |
Businesses are deploying agents to support their customer service operations, freeing up reps’ time to focus on more personalized support and complex cases.
In the first half of 2025, businesses saw the average daily number of customer service conversations led by an agent grow by an average monthly rate of 70%.
Between January and June 2025, customer service conversations with AI agents grew by a six-month compound annual growth rate (CAGR) of 2,199% for the average business.
Agents are handling more customer interactions and conversations each month, and reaching service resolutions faster than ever. The average number of agent-led actions triggered from customer service interactions grew by a monthly average of 82% across the first half of 2025.
Sales teams are increasingly using agents to track and leverage insights from sales calls for better rapport and relationship management.
Financial Services, Travel & Hospitality and Retail Industries At The Forefront
| 1. Schedule Email |
| 2. Draft Nudge Email |
| 3. Draft Outreach Email |
| 4. Create a To-Do |
| 5. Send Meeting Request |
Agentforce has been a game-changer, allowing us to efficiently scale and enhance client service during our busiest periods. With Agentforce now resolving up to 60% of incoming requests, we can confidently address routine inquiries like tax return statuses, which frees our team to focus on more intricate tasks while still providing swift, secure, and personalized support.
Ryan TeeplesChief Technology Officer, 1-800-Accountant
We built, developed and launched our first agent in just 12 days – but the real work was just starting. We created and tested new actions following launch and the team at Engine continues to tailor our agents, building on what they’ve learned to roll out even more capabilities. This has been critical in achieving our reduction in average handle time by 15%.
Demetri SalvaggioSenior Director, Business Development & Client Operations, Engine
AI agents will allow for an always-on digital touchpoint that assists customers with everything from the buying process to product questions and post-purchase support. This not only enhances brand loyalty through tailored recommendations but also allows our team members to focus on more complex, meaningful interactions. Ultimately, it's about combining the power of agentic AI with the expertise of our team to deliver a truly world-class retail experience.
Calvin AndersonVice President of Digital Commerce Operations & User Experience, SharkNinja
The latest Agentforce data shows employees are not only increasingly adopting agents, but their interactions with agents are growing deeper and more meaningful.
Customers are increasingly interacting with agents to help solve their needs — and the more they do, the more satisfied they are with the outcome. 60% of consumers who regularly interact with AI agents say AI agents have become more helpful in the past year and the latest Agentforce data shows that consumers are opting into more agent interactions.
A case resolution doesn’t necessarily mean an agent is doing 100% of the work. In fact, escalations to human agents increased from 22% in Q1 2025 to 32% in Q2 2025. This rise highlights that as customers increasingly interact with AI agents, these agents are getting better at managing basic requests and pinpointing when a human needs to step in. They're guiding customers to the right experts for quick solutions.
The conversion rate from LLMs or agent-referred traffic (such as ChatGPT, Gemini, and retailers’ own webpage agents) was 300% higher than social media-referred traffic in Q1 of 2025; on par with other search channels. Consumers that come to a retailer’s website via a LLM query or agent also spend 38% more time on a webpage than the average site visitor and 137% more time than those coming from a social media channel.
The Agentic Enterprise represents a fundamental shift in the way the world does business. It’s important to train and enable employees to use agents successfully.
Agentic AI isn’t just about automation, it’s about augmenting employees with a limitless digital workforce. When human and agents work together, businesses drive the greatest customer success.
Becoming an Agentic Enterprise is a journey. Businesses that experiment, learn, and refine their AI strategies ultimately drive better outcomes.
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