Agentforce World Tour 2025: Singular focus, new questions

Each year, Salesforce’s World Tour has traditionally served as a broad showcase for the company’s expansive innovation ecosystem. Attendees would experience a celebration of the platform’s full spectrum—Sales Cloud, Marketing, Commerce, Service, and more—highlighting how all parts come together to create connected, customer-centric experiences.

This year, however, something subtle yet unmistakable shifted.

Rebranded as the Agentforce World Tour, it placed Agentforce firmly at the heart of Salesforce’s vision for the future. Nearly every session and demonstration focused on this next-generation artificial intelligence (AI), signalling a confident—and purposeful—shift in strategy.

Far from just a marketing move, this focus on Agentforce marks a significant evolution for the platform. Agentforce isn’t simply an addition to the platform, but the main storyline for Salesforce’s future growth. By putting intelligent automation centre stage, Salesforce is paving the way for new opportunities and sparking important conversations across its community.

The promise of Agentforce: From chatbots to intelligent agents 

Across sessions, a clear message emerged: We are moving beyond basic chatbots and contextual AI copilots towards more sophisticated, agentic automation. Agentforce is positioned as the next step—intelligent agents that can reason, plan, act, and scale. The goal is to reduce manual effort, improve decision-making, and embed automation directly into business workflows.

Demos from Salesforce, partners, and customers showed how Agentforce can streamline everything from case management to customer journeys. Standout features included AI-assisted agent generation—where you can build agents using natural language prompts—and the new Agentforce Testing Center, which automates agent testing at scale. The numbers shared were impressive, including Salesforce’s own reported jump in resolution rates and drop in escalations. Salesforce encouraged attendees to look at metrics within the context of their own organisations and sectors to set their own benchmarks.

• 29,000 average weekly conversation volume. 

• Resolution rate up from 31% to 87%.

• Escalation rate down from 39% to 2%.

Preparing for agentic automation: Lessons from the ecosystem 

The sessions made it clear: Successful adoption of Agentforce is as much about people and process as it is about technology. One key takeaway was the importance of laying solid foundations, as demonstrated by organisations like VAX. They showed that proper preparation—for example setting up documentation, feedback loops, and collaboration across teams—can make a significant difference before rolling out new AI-powered channels.

Another recurring theme was the need to begin governance, training, and change management early—ideally before implementation, not after. Establishing a centre of excellence (COE) also emerged as a best practice, ensuring strategy, governance, enablement, and ongoing measurement are all addressed in a coordinated way.

Finally, the practical challenge remains how to integrate Agentforce with existing data and backend systems, a reality for most Salesforce customers.

The future of AI is human 

At this year’s Agentforce World Tour, Credera championed a simple but important message: the future of AI is human. This theme underpinned our conversations throughout the event. We believe that as AI transforms the way we work, its greatest value lies in how it enhances people—not in replacing them.

This perspective was echoed in sessions like “The Future of Marketing: The Relationship Era,” where speakers reinforced the importance of genuine connection, empathy, and meaningful experiences. AI-powered tools such as Agentforce can automate routine tasks and deliver timely insights. But they are at their best when freeing up people to focus on creativity, problem-solving, and building real relationships.

That message was reinforced in the Natterbox’s session “Human + AI Agents: The Future of Faster, Smarter Service.” This session highlighted the power of collaboration between humans and AI. As Marc Benioff put it: 

By the end of 2025, 85% of customer interactions may involve AI, but that vital remaining 15% will always require the emotional intelligence and understanding that only people can provide.

Practical examples shared included using AI to handle routine enquiries like password resets or order management, while empowering human agents to deal with more nuanced, emotionally charged, or complex situations. The result is a hybrid model where “super-agents” are supported—not sidelined—by technology and customer experience is elevated as a result. 

For us at Credera, people-centric AI isn’t just a slogan, it’s a practical approach. We advocate for AI strategies that empower employees and design experiences that put people first. The goal is for technology to streamline workflows and unlock time for more meaningful work, not to replace the human touch. As we saw at World Tour, no technology can replicate the warmth and impact of authentic human interactions. However, with thoughtful implementation, AI can help organisations stay connected, foster trust, and support their teams to do their best work.

Questions for the road ahead 

If one thing was clear at Agentforce World Tour, it’s that Salesforce is betting big on agentic automation. Agentforce is central to Salesforce’s vision for the future.

For customers and partners, the opportunity is significant. As the landscape evolves, preparing your foundations, investing in people, and staying adaptable will be key to realising the full potential of agentic AI.

Let us know your thoughts or get in touch to discuss how your organisation can get ready for the agentic era. 

• Agentforce
• Salesforce
• AI
• CRM