What does AI-driven transformation really look like? At the Agentforce World Tour Jakarta, business leaders saw firsthand how AI agents are driving a new era of customer service and operational excellence — one without limits.
Agentforce World Tour Jakarta kicked off with a special address by Bapak Aris Kurniawan, Director of Government Informatics Application Services Ministry of Communication and Informatics of the Republic of Indonesia. His address set the stage for an action-packed day of keynotes, live demos, and interactive workshops.
Fresh off the excitement of Dreamforce 2024, the Jakarta event highlighted how Agentforce is driving customer success, improving operational efficiency, and unlocking new growth opportunities for businesses across Southeast Asia.
Agentforce arrives in Jakarta: What AI was meant to be
In Jakarta, a new era of AI-driven business transformation took centre stage. Iman Muhammad, Salesforce’s Country Leader for Indonesia, introduced the audience to the power of AI agents, designed not to replace humans, but to work alongside them.
By handling routine and time-consuming tasks, Agentforce allows teams to focus on strategy and customer engagement. These AI agents don’t just automate tasks — they anticipate needs, make informed decisions, and adapt to complex workflows, all while driving efficiency and delivering smarter outcomes.
The audience got a glimpse into some early success stories, including Saks, where Agentforce is already helping deliver a high-touch, luxury experience for millions of customers — a feat previously unthinkable. Saks deployed its first AI agent in just one week, and is set to give every shopper their own AI stylist and concierge, across any channel.
Local Trailblazers imagine the future with AI agents
It was inspiring to see Telin, one of Indonesia’s leading telecommunications companies, share its vision for how Agentforce could transform its customer service operations. Telin’s Chief Commercial Officer, Kharisma, emphasised the potential of AI to deepen customer insights and enhance productivity across the company’s CRM processes.
“For quite a long time, we have been searching for a way to improve our productivity internally. We’ve been trying to get as many insights as we can to make better decisions and improve financial outcomes,” Kharisma explained.
“Agentforce is a very impressive innovation coming from Salesforce, and we believe it presents a big opportunity for us to achieve this moving forward.”
Cipta Ciputra Harun, Director of Ciputra Group, highlighted the potential of AI to streamline sales operations by taking over routine tasks, such as following up on lower-priority leads, freeing their sales teams to focus on higher-quality prospects.
“What we want to be able to do one day is have AI follow up on lower-rated leads to give our sales team back time and energy,” Harun explained.
Data Cloud is the backbone of AI agents
To deliver truly personalised and relevant experiences, AI agents need the right data. Siddharth Rastogi, Vice President of Salesforce ASEAN, explained how at the heart of the Salesforce Platform lies Data Cloud — a powerful tool that seamlessly unifies both structured and unstructured data to activate with Agentforce.
With Data Cloud, companies can integrate data from platforms like Snowflake, Google Cloud, and AWS without the headache of complex migrations — thanks to the new Zero Copy Partner Network. This keeps data secure and makes every agent smarter and more responsive, able to act on customer information in real time.
In just one quarter, Data Cloud processed an astounding 767 trillion records. By transforming siloed data into unified customer profiles, Data Cloud powers Agentforce to deliver personalised experiences at scale, whether through automated marketing, proactive service, or tailored sales recommendations.
Humans with AI deliver effortless service
Customer service is one of the first areas where AI agents are driving meaningful change. While traditional chatbots can handle basic, repetitive tasks, they struggle when conversations become more complex or fall outside their pre-set parameters.
This is where Agentforce Service Agents truly shine — engaging in nuanced conversations, adapting on the fly, and responding to customer needs with a level of empathy and accuracy that elevates the overall service experience.
Get Started with Agentforce Service Agent
Take the new Trailhead course and see why Agentforce Service Agent is transforming customer service with AI.
AI and Agentforce for every industry
Each industry faces unique challenges, and Agentforce is built to solve them. In banking, AI agents are driving proactive financing to help customers secure better loan terms, while in retail, businesses are boosting sales with always-on concierge services that provide personalised shopping experiences.
For manufacturing, Agentforce enhances operational efficiency by improving uptime through proactive maintenance, and in healthcare, AI agents match patients to the right doctors, leading to improved care and outcomes.
With over 100 new industry-specific AI prompts introduced, Agentforce is designed to tackle the diverse needs of each sector. Explore the new AI use case library to see the out-of-the-box solutions tailored to your industry.
Unlock productivity through connected work
In today’s fast-paced work environment, too much time is lost to busy work — endless meetings, chasing emails, and juggling apps. In fact, 41% of work is spent on low-value tasks, and 47% of workers struggle to find the information they need to be productive, switching between an average of 11+ apps just to get the job done.
Enter Slack. As a single operating system for work, Slack brings people, data, workflows, and now AI agents together, unlocking the full potential of Agentforce within the flow of work. By eliminating barriers like disjointed communications and fragmented data, teams with Slack can collaborate seamlessly and get back to what matters — delivering results.
At Agentforce World Tour Jakarta, audiences watched a compelling customer video from Grab, Southeast Asia’s leading super app, on how Slack is transforming its operations.
“Before Slack, we faced issues of siloed communications, spread across different platforms. This caused disjointed conversations and slowed down decision-making,” says Daniel Foo, Head of Grabber Technology Solutions at Grab. Now, with Slack, Grab has saved hundreds of thousands of hours by streamlining their internal processes and automating tasks.
You can hear more from Quinny Lei, Head of Business IT Solutions, GTS at Grab, speaking at the Salesforce Innovation Day Broadcast.
Bringing Agentforce to life on the Campground
The Agentforce Campground gave attendees hands-on experience with AI tools, showcasing over 10 live demos to illustrate how businesses can solve real-world challenges with AI agents. Participants explored solutions for automating customer service, streamlining workflows, and improving decision-making — and even built 240+ agents themselves during the Build an Agent experience.
Didn’t get a chance to build your first agent at Agentforce World Tour Jakarta? Sign up for a virtual workshop to give it a try, with the help of Salesforce experts.
Looking ahead with AI and Agentforce
As the event came to a close and attendees gathered at the Campground, one thing was clear: Agentforce is set to transform how ASEAN Trailblazers operate.
Agentforce World Tour was just the beginning, but the real transformation starts now as you welcome Agentforce into your organisation, where it can unlock unlimited potential with your team.
What if your workforce had no limits?
It’s possible when humans with agents drive customer success together.
Read more
