The Agentforce World Tour in New York proved once again that Salesforce is relentlessly committed to empowering service teams and transforming the customer experience through AI-powered agents and intelligent automation.
This year’s event placed the spotlight on Agentforce, the Salesforce-native solution that brings the power of AI directly to service teams. With next-gen AI, deeper automation, and seamless integrations across the platform, Agentforce is redefining what it means to deliver smart, human-first service at scale.
We were inspired by the practical and impactful solutions presented — each designed to tackle real-world challenges faced by modern service organizations.
Key Announcements
1. Digital labor is no longer a future concept — it’s now
Salesforce made it clear: any company can activate digital labor through AI-powered agents embedded in its platform. These agents aren’t just bots — they can complete tasks, take action, and interact across apps in real time.
2. AI with trust built in
Security, governance, and control took center stage. The keynote introduced automated data classification, dynamic masking policies, and Agent-to-Agent (A2A) communication protocols, ensuring these agents operate with enterprise-grade compliance.
3. A deeply unified platform
Agentforce runs natively by combining automation, unified metadata and Data Cloud to ensure agents take reliable action, not just make recommendations. Alice Steinglass showed how agents can connect to external systems through MuleSoft to complete real business processes.
“We want to enable all of you to unlock the full value
of all of your data in service of a better customer experience”
Alice Steinglass, EVP & GM, Platform, Salesforce
4. Prebuilt agents by role and industry
Over 100 prebuilt agents are now available for use across industries like financial services, healthcare, and field service. They help companies get started fast, without needing to build from scratch.
5. From vision to execution: real-world demos that deliver
The keynote included hands-on demonstrations that showed how quickly AI agents can be deployed to handle real business tasks — from automating workflows to assisting employees and enhancing customer experiences.
Missed the Keynote? Catch Up Here!
If you couldn’t join the event in New York — or want to relive the highlights — you can watch the full Agentforce World Tour NYC 2025 keynote here:
👉 Watch the Keynote on LinkedIn
We’re already working closely with our clients to explore how these new Salesforce innovations can be leveraged to drive impactful improvements in their service operations. We’re excited about the future of customer service and look forward to helping businesses harness the power of Agentforce to create truly outstanding customer experiences.
Stay tuned to our Cloudgaia Blog for more insights and expert analysis on the latest in Salesforce innovation!
