Traditionally, enterprise security functioned like a castle with a moat — a clear perimeter separating the “internal” from the “external.” In the agentic world, that perimeter is blurring.
Agents built on diverse platforms operate across various ecosystems, integrating data and executing tasks across organizations. The threats they face are evolving too.
A malicious prompt can lie latent in an agent’s knowledge base or past procedures, ready to be unknowingly executed — automated, amplified, and potentially originating from within an organization’s own system. This internal, pervasive nature of agent-based threats is what makes Zero Trust — explicit, continuous verification for every interaction — not just a best practice but the foundation for confident innovation.
Salesforce brought together engineers, researchers, security specialists, and ethics professionals from 21 organizations across industry, academia, and nonprofits for a series of workshops on building trust in the multi-agent future. Those conversations informed a new white paper, which outlines key recommendations for navigating the multi-agent future.
salesforce.com/news/stories/t…
Agents built on diverse platforms operate across various ecosystems, integrating data and executing tasks across organizations. The threats they face are evolving too.
A malicious prompt can lie latent in an agent’s knowledge base or past procedures, ready to be unknowingly executed — automated, amplified, and potentially originating from within an organization’s own system. This internal, pervasive nature of agent-based threats is what makes Zero Trust — explicit, continuous verification for every interaction — not just a best practice but the foundation for confident innovation.
Salesforce brought together engineers, researchers, security specialists, and ethics professionals from 21 organizations across industry, academia, and nonprofits for a series of workshops on building trust in the multi-agent future. Those conversations informed a new white paper, which outlines key recommendations for navigating the multi-agent future.
salesforce.com/news/stories/t…
0
0
1
265
For a patient facing cancer, the first call or click to a care team can be one of the hardest moments of their journey. City of Hope is working to make it easier.
Keerthi Subbarao, Vice President of Southern California Patient Access at City of Hope, recently sat down with Marie ies Marketing at Salesforce, to discuss how Health Cloud is helping one of the nation’s leading cancer centers reimagine patient access.
City of Hope launched Hope, an AI agent that handles new patient intake through chat. The agent gives patients a convenient way to start their care journey without adding to contact center workloads. 43% of appointments scheduled through Agentforce are made outside of business hours, so patients can take that first step when it works for them.
Through it all, City of Hope’s focus stays on its mission: making the journey as compassionate and seamless as possible for patients and their families.
Watch the full conversation: youtu.be/BxPR5LvIhWI
Keerthi Subbarao, Vice President of Southern California Patient Access at City of Hope, recently sat down with Marie ies Marketing at Salesforce, to discuss how Health Cloud is helping one of the nation’s leading cancer centers reimagine patient access.
City of Hope launched Hope, an AI agent that handles new patient intake through chat. The agent gives patients a convenient way to start their care journey without adding to contact center workloads. 43% of appointments scheduled through Agentforce are made outside of business hours, so patients can take that first step when it works for them.
Through it all, City of Hope’s focus stays on its mission: making the journey as compassionate and seamless as possible for patients and their families.
Watch the full conversation: youtu.be/BxPR5LvIhWI
0
0
0
267
Not every business task needs the same AI model. Some demand high-precision reasoning, while others require maximum speed or cost efficiency.
Enterprise AI isn’t one-size-fits-all. It’s about giving teams the flexibility to choose the best model for the job, whether that’s a -source option, or Salesforce’s first CRM reasoning model Koa. Because AI models are constantly evolving, businesses need systems that let them adapt without compromising security or context.
"We believe in giving our customers choice, that you can pick the model that’s right for your particular use case and cost and value, but knowing that your data is secure, that you can run your process, and you have the flexibility to keep evolving and changing what model you use for the use case," said Salesforce Chief Data Officer Michael Andrew. "And it’s based on that speed of resolution and cost. AI is a fuel; it’s more fuel into your engine, and we want to let that fuel come from anywhere."
Learn more about why Salesforce lets you pick the right AI model for the job: salesforce.com/news/stories/a…
Enterprise AI isn’t one-size-fits-all. It’s about giving teams the flexibility to choose the best model for the job, whether that’s a -source option, or Salesforce’s first CRM reasoning model Koa. Because AI models are constantly evolving, businesses need systems that let them adapt without compromising security or context.
"We believe in giving our customers choice, that you can pick the model that’s right for your particular use case and cost and value, but knowing that your data is secure, that you can run your process, and you have the flexibility to keep evolving and changing what model you use for the use case," said Salesforce Chief Data Officer Michael Andrew. "And it’s based on that speed of resolution and cost. AI is a fuel; it’s more fuel into your engine, and we want to let that fuel come from anywhere."
Learn more about why Salesforce lets you pick the right AI model for the job: salesforce.com/news/stories/a…
1
0
0
192
Transactions executed by personal AI agents have grown 43% month over month, while only 3% of e-commerce companies are actually allowing these transactions.
Customers want to leverage personal agents in the places they are already shopping, and the businesses that are allowing ions are already seeing the benefit. But lack of trust and governance can result in security vulnerabilities. Many companies are hesitant to let consumer agents in.
So how can businesses benefit from personal agents while mitigating the risks?
Itai Asseo, VP, Incubation & Brand Strategy, Salesforce and Mick Costigan, VP, Salesforce Futures look to a future where personal agents become widespread and discuss the agent-facing infrastructure that's needed to keep up.
Customers want to leverage personal agents in the places they are already shopping, and the businesses that are allowing ions are already seeing the benefit. But lack of trust and governance can result in security vulnerabilities. Many companies are hesitant to let consumer agents in.
So how can businesses benefit from personal agents while mitigating the risks?
Itai Asseo, VP, Incubation & Brand Strategy, Salesforce and Mick Costigan, VP, Salesforce Futures look to a future where personal agents become widespread and discuss the agent-facing infrastructure that's needed to keep up.
2
2
4
1,332
Salesforce today announced it was positioned as a Leader in the 2026 Gartner® Magic Quadrant™ for Digital Commerce, marking the 11th consecutive year the company has been recognized for its vision and execution in the space.
Commerce Cloud is a leading digital commerce platform for B2C and B2B companies, built to grow revenue, lower total cost of ownership, and achieve faster time-to-value in the new agentic era of commerce. With enterprise-grade scale, global reach, and a comprehensive agent strategy for shoppers, buyers, and merchandisers, it helps brands sell wherever their customers are.
The digital storefront no longer has a monopoly on product discovery. Instead of relying solely on brand sites, consumers are actively discovering and buying through agentic channels like ChatGPT and Gemini. According to the State of Commerce Report, reliance on AI assistants as the initial shopping stop surged 200% year-over-year, a behavioral shift that is already spilling over into brand sites, where 41% of shoppers now expect and use conversational, natural-language search.
These rapidly evolving expectations underscore the critical need for an infrastructure built specifically for the agentic era.
salesforce.com/news/stories/g…
Commerce Cloud is a leading digital commerce platform for B2C and B2B companies, built to grow revenue, lower total cost of ownership, and achieve faster time-to-value in the new agentic era of commerce. With enterprise-grade scale, global reach, and a comprehensive agent strategy for shoppers, buyers, and merchandisers, it helps brands sell wherever their customers are.
The digital storefront no longer has a monopoly on product discovery. Instead of relying solely on brand sites, consumers are actively discovering and buying through agentic channels like ChatGPT and Gemini. According to the State of Commerce Report, reliance on AI assistants as the initial shopping stop surged 200% year-over-year, a behavioral shift that is already spilling over into brand sites, where 41% of shoppers now expect and use conversational, natural-language search.
These rapidly evolving expectations underscore the critical need for an infrastructure built specifically for the agentic era.
salesforce.com/news/stories/g…
0
0
0
262
As AI agents become a fixture in enterprise workflows, businesses must learn how to scale AI reasoning without sacrificing predictability, efficiency, or compliance. While probabilistic models bring incredible creative power and flexible problem-solving to the table, enterprise rict rules, token efficiency, and absolute reliability.
Mick Costigan, VP, Salesforce Futures shares how combining the best of probabilistic reasoning with deterministic frameworks enables businesses to safely scale AI agents alongside human oversight:
Mick Costigan, VP, Salesforce Futures shares how combining the best of probabilistic reasoning with deterministic frameworks enables businesses to safely scale AI agents alongside human oversight:
1
0
2
233
In 1935, radar turned invisible radio echoes into a clear picture commanders could act on before it was too late. Today, enterprise leaders are flooded with real-time data, and critical insights can surface long after the moment to act has passed. Many companies are living in their own “moment right before radar.”
This moment is what Salesforce AI Research Chief Scientist Silvio Savarese is targeting with what he calls “operational intelligence" — AI that reasons over a business’s live data continuously, the way radar operators still scan the skies, instead of waiting for a dashboard to summarize what already happened.
The results are already showing up inside Salesforce itself. Engineering 360, which tracks 90 billion records across dozens of internal systems, uses Deep Insights to spot patterns humans aren’t built to pick out.
“Deep Insights gives Engineering 360 something no human would be able to accomplish at scale—unprecedented pattern recognition, correlation across datasets that would be impractical to do by hand, and the reasoning to explain what the data actually means,” said Salesforce EVP of Engineering Strategy Alex Hu.
Radar didn’t replace human judgment; it gave people the lead time to use it. Operational intelligence gives enterprise teams that same critical window to act.
salesforce.com/news/stories/o…
This moment is what Salesforce AI Research Chief Scientist Silvio Savarese is targeting with what he calls “operational intelligence" — AI that reasons over a business’s live data continuously, the way radar operators still scan the skies, instead of waiting for a dashboard to summarize what already happened.
The results are already showing up inside Salesforce itself. Engineering 360, which tracks 90 billion records across dozens of internal systems, uses Deep Insights to spot patterns humans aren’t built to pick out.
“Deep Insights gives Engineering 360 something no human would be able to accomplish at scale—unprecedented pattern recognition, correlation across datasets that would be impractical to do by hand, and the reasoning to explain what the data actually means,” said Salesforce EVP of Engineering Strategy Alex Hu.
Radar didn’t replace human judgment; it gave people the lead time to use it. Operational intelligence gives enterprise teams that same critical window to act.
salesforce.com/news/stories/o…
0
0
0
209
Personal agents can start a customer’s request, but the business still has to finish it, according to a new opinion piece by Kishan Chetan, EVP and GM, Agentforce and Service Cloud.
Personal agents don’t mind waiting on hold or calling for order updates or reservation as they’re asked to. And because personal agents don't keep business hours, their calls can arrive at 2 a.m. as easily as at noon. Multiply that by every consumer who hands an errand to an agent and the volume quickly becomes astronomical.
While surging call volume isn’t a new phenomenon for contact centers, personal agents could turn peak volume into the new status quo.
The best way to prepare is to meet personal agents at the front door with business agents.
A personal agent might understand a request but not have the tools or context to carry it out. It doesn’t know the loyalty tier the customer qualifies for or what has to happen before a change goes through, so it improvises and often fails to get the job done. Meanwhile, the business likely already has an established process in place for whatever the customer is looking for.
That’s what the business agent brings to the conversation: defined processes and workflows, as well as valuable context grounded in actual business data.
salesforce.com/news/stories/p…
Personal agents don’t mind waiting on hold or calling for order updates or reservation as they’re asked to. And because personal agents don't keep business hours, their calls can arrive at 2 a.m. as easily as at noon. Multiply that by every consumer who hands an errand to an agent and the volume quickly becomes astronomical.
While surging call volume isn’t a new phenomenon for contact centers, personal agents could turn peak volume into the new status quo.
The best way to prepare is to meet personal agents at the front door with business agents.
A personal agent might understand a request but not have the tools or context to carry it out. It doesn’t know the loyalty tier the customer qualifies for or what has to happen before a change goes through, so it improvises and often fails to get the job done. Meanwhile, the business likely already has an established process in place for whatever the customer is looking for.
That’s what the business agent brings to the conversation: defined processes and workflows, as well as valuable context grounded in actual business data.
salesforce.com/news/stories/p…
0
0
2
298
Salesforce News & Insights retweeted
Personal agents are only as reliable as the business agents waiting to greet them. A thoughtful piece from my colleague Mark Wakelin on handling the new reality: sforce.co/4zMW5Ln #EnterpriseAI
0
2
4
645
Salesforce News & Insights retweeted
We signed a definitive agreement to acquire @Braze, a leading customer engagement platform that helps marketers build deeper customer relationships by responding to customer behavior in real time and coordinating personalized experiences across channels.
Following close, Braze’s real-time engagement and AI decisioning capabilities are expected to complement all four layers of Salesforce’s architecture — Data 360, Customer 360, Agentforce, and SIforce.
Learn more: sforce.co/4eKxONJ
Following close, Braze’s real-time engagement and AI decisioning capabilities are expected to complement all four layers of Salesforce’s architecture — Data 360, Customer 360, Agentforce, and SIforce.
Learn more: sforce.co/4eKxONJ
13
70
281
165,216
Salesforce News & Insights retweeted
Slack Frontline is the mobile-first way to bring retail, healthcare, construction, manufacturing, and hospitality teams into the same work OS as HQ. x.com/i/article/2112…
4
2
8
8,402
From cancelling subscriptions to booking restaurant reservations, consumers are starting to hand a wide variety of work to personal AI agents. And because personal AI agents don't mind waiting on hold, calling back every few hours, or reaching out at 2 a.m., they won't reduce contact center traffic. Instead, they will drive unprecedented volume.
Personal agents lack internal customer history and context, so businesses need to meet them at the front door with AI agents of their own, said Kishan Chetan, EVP and GM, Agentforce and Service Cloud, in a new opinion piece.
By pairing AI agents with human representatives grounded in unified customer data and defined business workflows, companies can resolve complex requests efficiently, even when a customer’s agent is on the line.
salesforce.com/news/stories/p…
Personal agents lack internal customer history and context, so businesses need to meet them at the front door with AI agents of their own, said Kishan Chetan, EVP and GM, Agentforce and Service Cloud, in a new opinion piece.
By pairing AI agents with human representatives grounded in unified customer data and defined business workflows, companies can resolve complex requests efficiently, even when a customer’s agent is on the line.
salesforce.com/news/stories/p…
5
0
5
593
Salesforce News & Insights retweeted
Not every job calls for the same AI model. Some tasks, like routing a case or updating an opportunity, need precise multistep reasoning. Others might need to be done particularly quickly or cost-effectively.
So rather than forcing customers to stick with a single tool, to use whichever model works best, whether it’s a frontier, open, or custom model like Salesforce’s first CRM reasoning model, Koa.
“We believe in giving our customers choice, that you can pick the model that’s right for your particular use case … and that you have the flexibility to keep evolving and changing what model you use," said Michael Andrew, Salesforce Chief Data Officer.
Learn more about why Salesforce lets customers pick the right AI model for the job.
salesforce.com/news/stories/a…
So rather than forcing customers to stick with a single tool, to use whichever model works best, whether it’s a frontier, open, or custom model like Salesforce’s first CRM reasoning model, Koa.
“We believe in giving our customers choice, that you can pick the model that’s right for your particular use case … and that you have the flexibility to keep evolving and changing what model you use," said Michael Andrew, Salesforce Chief Data Officer.
Learn more about why Salesforce lets customers pick the right AI model for the job.
salesforce.com/news/stories/a…
0
1
0
303
Individuals can get good results working alone, but when a team gets in a room and focuses on the same problem at the same time, it can be a real power-up.
Picture a deal that hits a snag because a new competitor shows up. The instinct is for everyone to go back to their own their own AI assistant what to do.
But AI is worth far more to a business when it works out in the open, in the same places people already work. That’s the idea behind the next era of Slack: share context, build on it together, and generate more context as you go.
Now, users can just tag an agent —Slackbot — right in a shared channel. Slackbot answers using everything it’s allowed to see: the account history, past research, the Salesforce records, the team’s own back-and-forth. Everyone in the channel sees the same answer at the same time, learns from each other, and works out a response together. And the agent gets smarter with every step.
The single-player era of AI made people faster. The multiplayer era is what makes a whole company smarter, together.
salesforce.com/news/stories/m…
Picture a deal that hits a snag because a new competitor shows up. The instinct is for everyone to go back to their own their own AI assistant what to do.
But AI is worth far more to a business when it works out in the open, in the same places people already work. That’s the idea behind the next era of Slack: share context, build on it together, and generate more context as you go.
Now, users can just tag an agent —Slackbot — right in a shared channel. Slackbot answers using everything it’s allowed to see: the account history, past research, the Salesforce records, the team’s own back-and-forth. Everyone in the channel sees the same answer at the same time, learns from each other, and works out a response together. And the agent gets smarter with every step.
The single-player era of AI made people faster. The multiplayer era is what makes a whole company smarter, together.
salesforce.com/news/stories/m…
0
0
0
283
In the UK today, 61% of workers receive no AI training.
Salesforce announced a global-first initiative to provide free Slack Enterprise access to millions of higher and further education students in the UK.
Aimed at closing the UK’s digital skills gap, the pledge gives to learn, connect, and build real AI skills—right where their everyday conversations happen. At the same time, it helps institutions prepare future graduates with the same platform used by leading businesses across the UK and worldwide.
The initiative, part of Salesforce's $6 billion investment in the UK, gives students hands-on experience of AI-powered collaboration, preparing them for the modern workplace.
salesforce.com/uk/news/press-…
Salesforce announced a global-first initiative to provide free Slack Enterprise access to millions of higher and further education students in the UK.
Aimed at closing the UK’s digital skills gap, the pledge gives to learn, connect, and build real AI skills—right where their everyday conversations happen. At the same time, it helps institutions prepare future graduates with the same platform used by leading businesses across the UK and worldwide.
The initiative, part of Salesforce's $6 billion investment in the UK, gives students hands-on experience of AI-powered collaboration, preparing them for the modern workplace.
salesforce.com/uk/news/press-…
0
0
1
254
Salesforce today announced a landmark 15-year, up to £2 billion strategic agreement with HM Revenue & Customs (HMRC) to modernize services and transform customer service experience for UK taxpayers.
As HMRC’s strategic Enterprise Customer Relationship Management (ECRM) provider, Saley systems onto a single secure platform, delivering a 360-degree view of taxpayer interactions to enable faster, first-contact query resolution.
The platform will equip HMRC teams with real-time taxpayer insights, automated workflows, and AI-assisted tools that significantly reduce manual workloads.
Together, these capabilities directly support HMRC’s ambition for 90% digital service delivery by 2030 while maintaining crucial support for those who need extra assistance.
salesforce.com/uk/news/press-…
As HMRC’s strategic Enterprise Customer Relationship Management (ECRM) provider, Saley systems onto a single secure platform, delivering a 360-degree view of taxpayer interactions to enable faster, first-contact query resolution.
The platform will equip HMRC teams with real-time taxpayer insights, automated workflows, and AI-assisted tools that significantly reduce manual workloads.
Together, these capabilities directly support HMRC’s ambition for 90% digital service delivery by 2030 while maintaining crucial support for those who need extra assistance.
salesforce.com/uk/news/press-…
0
0
1
261
With the advent of personal AI agents, every business is grappling with the same question: Let them in or block them at the front door?
According to Mark Wakelin, EVP Customer Engineering & GM Agentforce at Salesforce, personal agents are only as reliable as the business agents waiting to greet them.
➡️ If a personal agent finds only a website and an API, it will do the thinking, weigh the options, and ultimately determine what the customer buys. The business supplies the product while the personal agent keeps the relationship.
➡️ When a business agent is waiting at the front door, the conversation that shapes the sale happens on the business’s side. The business answers the questions, suggests the better option, and resolves the problem, so the relationship stays with the company that served the customer.
That’s why the choice between blocking personal agents or letting them in is a false dichotomy. Blocking them keeps control but sends customers somewhere else. Letting them in through a website and an API wins the traffic but forfeits the relationship.
With Agentforce, businesses can open the door without giving up control. Their own agents greet personal agents as they arrive, so a business can welcome the traffic while keeping the conversation, the rules, and the customer data on its side.
salesforce.com/news/stories/p…
According to Mark Wakelin, EVP Customer Engineering & GM Agentforce at Salesforce, personal agents are only as reliable as the business agents waiting to greet them.
➡️ If a personal agent finds only a website and an API, it will do the thinking, weigh the options, and ultimately determine what the customer buys. The business supplies the product while the personal agent keeps the relationship.
➡️ When a business agent is waiting at the front door, the conversation that shapes the sale happens on the business’s side. The business answers the questions, suggests the better option, and resolves the problem, so the relationship stays with the company that served the customer.
That’s why the choice between blocking personal agents or letting them in is a false dichotomy. Blocking them keeps control but sends customers somewhere else. Letting them in through a website and an API wins the traffic but forfeits the relationship.
With Agentforce, businesses can open the door without giving up control. Their own agents greet personal agents as they arrive, so a business can welcome the traffic while keeping the conversation, the rules, and the customer data on its side.
salesforce.com/news/stories/p…
0
1
1
1,400
Today, many enterprises are saturated with information. The answer to almost any question they care about is somewhere in a stream of millions of data points: error rates, pipeline movement, contact center telemetry, developer activity.
What’s missing is the layer that makes it Salesforce AI Research Chief Scientist Silvio Savarese is targeting with what he calls “operational intelligence.” It’s AI that reasons over a business’s live data continuously, instead of waiting for a dashboard to summarize what already happened.
Learn more about the Salesforce capabilities — Deep Insights and Moirai — that make “operational intelligence” work.
salesforce.com/news/stories/o…
What’s missing is the layer that makes it Salesforce AI Research Chief Scientist Silvio Savarese is targeting with what he calls “operational intelligence.” It’s AI that reasons over a business’s live data continuously, instead of waiting for a dashboard to summarize what already happened.
Learn more about the Salesforce capabilities — Deep Insights and Moirai — that make “operational intelligence” work.
salesforce.com/news/stories/o…
0
0
2
446
Not every job calls for the same AI model. Some tasks, like routing a case or updating an opportunity, need precise multistep reasoning. Others might need to be done particularly quickly or cost-effectively.
So rather than forcing customers to stick with a single tool, to use whichever model works best, whether it’s a frontier, open, or custom model like Salesforce’s first CRM reasoning model, Koa.
“We believe in giving our customers choice, that you can pick the model that’s right for your particular use case … and that you have the flexibility to keep evolving and changing what model you use," said Michael Andrew, Salesforce Chief Data Officer.
Learn more about why Salesforce lets customers pick the right AI model for the job.
salesforce.com/news/stories/a…
So rather than forcing customers to stick with a single tool, to use whichever model works best, whether it’s a frontier, open, or custom model like Salesforce’s first CRM reasoning model, Koa.
“We believe in giving our customers choice, that you can pick the model that’s right for your particular use case … and that you have the flexibility to keep evolving and changing what model you use," said Michael Andrew, Salesforce Chief Data Officer.
Learn more about why Salesforce lets customers pick the right AI model for the job.
salesforce.com/news/stories/a…
0
1
0
303
Takeda, a global R&D-driven digital biopharmaceutical organization, has sales representatives in over 80 countries who are supposed to be meeting with customers and healthcare professionals to make sure that they understand medications and to answer any questions. But Takeda founits sales reps are actually having to spend their time on administrative tasks.
"So what we're trying to do is automating that with AI and agents to make sure that they're spending less time doing expense reports and doing all the backend processes and spending more time with our customers," said Samer Ansari, Head of Commercial Innovation and External Experience at Takeda.
Learn more about how Takeda uses AI to allow sales reps to dedicate more time to customer and patient experiences.
"So what we're trying to do is automating that with AI and agents to make sure that they're spending less time doing expense reports and doing all the backend processes and spending more time with our customers," said Samer Ansari, Head of Commercial Innovation and External Experience at Takeda.
Learn more about how Takeda uses AI to allow sales reps to dedicate more time to customer and patient experiences.
0
1
1
316