Thomas Johanson:

What's the challenge with AI today? AI is no longer just a futuristic concept. It's here and evolving at rapid speed and driving business growth every day. But there's a catch. Many companies aren't seeing the results they expected. Why? Because deploying AI isn't enough. It needs to integrate seamlessly into customer journeys, processes and business goals. It also requires a new, outside-of-box thinking. When AI is poorly implemented, it creates new problems, such as misaligned product recommendations, delayed responses, and disconnected online and in-store experiences. These lapses do more than frustrate. They erode trust and loyalty. How can AI work better? At Infosys and Salesforce, we take a different approach.

We start with a safe environment for experimentation. With Salesforce as the foundation, businesses can centralize customer data and test AI solutions that deliver measurable value. When implemented thoughtfully, AI does more than just function. It transforms personalized experiences at scale, enables frictionless 24 by 7 service across all channels, drives proactive decision-making through data insights and even streamlines complex business processes by allowing agents to collaborate seamlessly, creating value around the clock with no limits beyond your imaginations. Let me give you some examples. In retail, AI predicts customer needs and boosts sales. Enterprises are automating repetitive tasks, freeing talent for innovation.

And all of this is achieved with ethical, transparent AI, building trust every step of the way. The result? Better experiences, improved efficiency and measurable success. What's next in your AI journey? Getting AI right doesn't have to be overwhelming. With Salesforce, we combine innovation with deep industry expertise to create solutions tailored to your needs. Together, we can unlock smarter, faster, and more impactful business outcomes. AI is evolving rapidly, so the most important step is to start your journey. I'm thrilled about this new agentic era and the endless opportunities it brings.

Steve Seo: What are agents?

Agents powered by generative AI are intelligent software programs designed to interact with people in a natural intuitive way. Beyond just responding intelligently, they can perform tasks autonomously without human intervention.

Steve Seo: What is Agentforce?

Agentforce is Salesforce's new low-code, no-code platform for quickly building AI agents. It's particularly useful in customer-facing areas such as customer service, marketing, sales, and ordering experiences.

What are some examples of agents built with Salesforce? Let's start with the customer service agent. Think of it as a supercharged chatbot. It doesn't just answer basic questions, it dives into your data, both structured and unstructured to solve problems seamlessly. Let's say a customer gets the wrong size coat. This agent can instantly figure out what was purchased, recommend the correct size, and offer options for delivery or in-store pickup by checking local inventory. You can even go a step further, suggesting other items, like a scarf or a shirt, based on the season, weather, or current promotions. It's all about creating a smoother, more personalized customer experience. Sales agents are designed to make life easier for sales teams. The sales coach acts like a personal advisor. It helps sellers on the spot by answering questions, recommending products or bundles, and even providing real-time guidance during video calls. For example, if a customer raises a concern during a virtual meeting, the coach can prompt the seller with the right response or suggestion in real time.

Steve Seo: A second category of agents is around sales and helping sellers be more effective or productive. The Sales Development Rep, or SDR for short, works behind the scenes as a seller's sidekick. It takes care of tedious tasks like prioritizing leads, scheduling meetings, and automating follow-ups. This way, sellers can focus on what they do best, build connections with customers. As part of Salesforce's Agent Force 2.0, they provided integration with Slack, which really helps drive collaboration interactions between agents, especially with employees internally within a company.

Steve Seo: How is Simplus approaching agents and what are we working on?

At Simplus, we see agents as a real game changer for solving client challenges. But our approach is always business first. We start by identifying where generative AI and agents can make the biggest impact. Whether it's boosting revenue, improving margins, or enhancing customer experiences, we focus on delivering measurable value. We're also taking a very industry-specific approach. Different sectors have different needs, and we're tailoring agent solutions to meet those unique challenges. For example, in the high-tech and SaaS space, we're looking at how agents can automate things like product recommendations, pricing, and even complex quotations. This is especially important in industries where configuration and fulfillment can get really complicated. The goal is to help clients quickly see value in ROI from their investments in agents.

Steve Seo: Lastly, we've recently started an initiative internally to leverage agents for our own internal sales teams. And we'll be launching an agent for our website homepage to drive better customer engagement.

Steve Seo: What's next for agentic technology?

We're really just at the beginning of what agentic technology can do. In the coming months, we could see thousands, maybe even tens of thousands of agents being deployed across industries. With this rapid growth, there's a big need to think about how we manage it all. Governance and operating models will play a huge role in ensuring these agents perform well, stay aligned with goals, and continuously improve over time. Another important piece is change management.

Steve Seo: As agents take on more tasks, there will be a shift in how humans and agents work together, and even how agents interact with one another. It's an exciting time, and we're looking forward to seeing how this all evolves. There's so much more potential ahead.

Suyash Awasth: How can businesses improve customer experience?

Customer experience is the foundation of any successful business. Today, advancements in AI are providing tangible ways for businesses to elevate this experience—making it more seamless, intuitive, and personalized.

Suyash Awasth: What is the future of AI-driven customer experience?

The future is all about integrating generative AI into customer interactions. Think of tools that don’t just respond but truly understand customer needs and act on them proactively. For example, AI can analyze past behaviors and preferences to personalize recommendations or even predict what a customer might need next. It's not just automation—it’s anticipation.

Suyash Awasth: Imagine this: A customer is browsing for a travel package. An AI-powered agent not only helps finalize the booking but also recommends upgrades, like a hotel room with a view or activities tailored to their preferences—all in real time. This level of personalization transforms the customer engagement.

Suyash Awasth: How can businesses start leveraging these AI solutions?

At Simplus, we take a business-first approach. We identify the pain points where AI can make the biggest impact. Whether it’s optimizing response times in customer service or enhancing sales processes, the focus is always on measurable results. For instance, we recently helped a retail client reduce support resolution time by 30% with AI automation—directly boosting customer satisfaction.

Suyash Awasth: What’s next for AI in customer experience?

As we move forward, governance and scalability will be critical. Businesses must ensure these solutions evolve with their customers' needs while staying aligned with their goals. At Simplus, we’re excited to help companies embrace this AI-powered future and create exceptional customer experiences.