Paul O’Sullivan, Salesforce’s SVP Solutions Engineering and UKI Chief Technology Officer, spoke to the IT Pro podcast about how AI agents they can boost productivity and drive growth.
He also shared examples of how companies like Heathrow and Capita are using Agentforce to enhance customer service and improve workforce efficiency.
Why it matters: As IT resource demands spike, new research finds that 96% of European enterprise IT leaders have implemented or plan to implement AI agents in the next two years. However, integration challenges hinder companies from fully realising the technology’s potential to create a limitless digital workforce, which can significantly alleviate IT workload.
Salesforce perspective
O’Sullivan shared:
- Agents will evolve: “Organisations are on a journey with their agents. Early use cases may limit actions and topics, but agents will evolve to drive resolutions. Businesses must develop comprehensive agent roadmaps beyond initial use cases.”
- How agents are bringing better experiences: “Customers are innovating with agents: For example, Heathrow Airport uses Agentforce to harness real-time data, beacons, and flight information to answer traveller questions instantly. For the 40% of travellers who don’t speak English as a first language, Agentforce’s voice and text translation capabilities provide real-time language support, breaking down barriers and ensuring all passengers feel informed.”
- Revolutionising teamwork with digital labour collaboration: “With Agentforce embedded in Slack, the way teams operate can be fundamentally transformed. AI agents act as collaborative partners, streamlining workflows, automating routine tasks, and delivering critical insights instantly. This integration allows teams to stay agile and concentrate on innovation and strategic goals, while agents handle the operational complexities.”
- Harnessing the power of data with responsible AI governance: “Data and governance are the backbone of effective AI agent deployment. By ensuring compliance, enhancing data literacy, and adopting ethical AI practices, organisations can unlock the full potential of AI while maintaining trust and accountability in a rapidly evolving digital landscape.”
- Shaping the future of AI at the London AI Centre: “Salesforce’s London AI Center is a hub of innovation, accelerating AI development and adoption while addressing the critical need for skills training. By fostering expertise in data, compliance, and prompt engineering, the centre ensures businesses and individuals are prepared to thrive in an AI-powered world.”
Salesforce’s London AI Center is a hub of innovation, accelerating AI development and adoption while addressing the critical need for skills training.
Paul O’Sullivan, Salesforce’s SVP Solutions Engineering and UKI Chief Technology Officer
Learn more:
- Listen to the podcast here
- Read more about Agentforce
- Learn more about Salesforce Data Cloud
- Read about how AI agents are transforming the future of retail
