Colombo, Sri Lanka – November 5, 2024 – Salesforce, the world’s #1 AI CRM, today reinforced its commitment to digitally transforming businesses in Sri Lanka, aligning with the country’s 2030 “Digital Sri Lanka” vision. Leveraging Salesforce’s Artificial Intelligence (AI) and automation solutions, the company will advance customer experiences for businesses across industries in Sri Lanka, unlocking significant business value.
In a new era of AI-driven experiences, where expectations for products and services are changing, leading Sri Lankan businesses such as Campus Direct, Cinnamon Hotels, Keells Super, Dilmah Tea, Third Space Global, and more are turning to Salesforce to help them create digital strategies that will increase productivity, drive efficiency, and improve their customer experiences. Aligning with Sri Lanka’s 2030 vision of digitally empowering the country for innovation, inclusion, and sustainable growth, Salesforce will drive value through digital strategies focused on AI, data, and trusted customer relationship management (CRM) practices, fueling innovation across the country’s business landscape.
Salesforce recently launched Agentforce, a new layer on the Salesforce Platform that enables companies to build and deploy AI agents that can autonomously take action across any business function. Agentforce includes out-of-the-box agents that are easy to customise and deploy with low-code or no-code tools and that work around the clock across any channel. Agentforce goes beyond chatbots and copilots, using advanced reasoning abilities to make decisions and take action, like resolving customer cases, qualifying sales leads, and optimising marketing campaigns. Agentforce doesn’t depend on human engagement to get work done; these agents can be triggered by changes in data, business rules, pre-built automations, or signals via API calls from other systems.
Comments on the news
Arundhati Bhattacharya, Chairperson and CEO of Salesforce India, said, “Sri Lanka has made remarkable advances in technology adoption, building a dynamic digital economy that fuels economic competitiveness, job creation, sustainable development, and enhanced service delivery. In line with the government’s vision of reaching a $15 billion digital economy by 2030, supported by a robust digital AI strategy, we are driving value for businesses across the country. We look forward to advancing a thriving, inclusive, and green Sri Lankan digital ecosystem that supports a vibrant, export-oriented economy. This commitment to growth also includes strengthening relationships with more Sri Lankan businesses and empowering them with resources to thrive in the digital era.”
Highlighting the vital role of partners within the Salesforce ecosystem, Ramesh Shanmughanathan, Executive Vice President / Group CIO of John Keells Holdings PLC & Director / CEO of John Keells IT, said, “In Sri Lanka, the opportunity for transformative change across industries is vast and continually evolving due to the growing digital ecosystem that is unlocking remarkable experiences and significant business value. Our partnership will enable us to accelerate our innovation across our value ecosystem, enabling us to enrich and drive exceptional outcomes for our customers.”
Nalaka Umagiliya, Chief Operating Officer of Group Information Technology and Senior Vice President at John Keells Holdings, commented, “Our collaboration with Salesforce represents a pivotal advancement in transforming ongoing CRM, sales, marketing, and loyalty operations at JKH, with a strong focus on enhanced data privacy and customer consent management. With CRM and Loyalty solutions underway at specific subsidiaries of JKH, Salesforce’s innovative technology solutions are empowering us to elevate customer engagement, optimise business processes, and achieve significant efficiency gains across the John Keells Group.”
About Salesforce
Salesforce helps organisations of any size reimagine their business for the world of AI. With Agentforce, Salesforce’s trusted platform, organisations can bring humans together with agents to drive customer success—powered by AI, data, and action. Visit www.salesforce.com for more information.
