At Dreamforce 2026, some of the world’s most recognizable brands, including AT&T, Crocs, Southwest Airlines, and Canon, shared how they’re using AI to turn cost centers into revenue engines. In this Salesforce Scoop, discover how companies are achieving ROI with AI.
Salesforce News & Insights
Technology, Information and Internet
San Francisco, CA 127,760 followers
News and insights from Salesforce. For media inquiries contact pr@salesforce.com.
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News and behind-the-scenes insights from Salesforce. For media inquiries contact pr@salesforce.com.
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http://www.salesforce.com/news
External link for Salesforce News & Insights
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- Technology, Information and Internet
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- 10,001+ employees
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Today, most AI and agent use isn’t shared. One person, one screen, one agent in a private tab, solving one problem. The person and the agent both learn something — and then the project ends, they move on, and the rest of the company never sees any of it. The knowledge stays in the tab. 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 this next era of Slack: share context, build on it together, and generate more context. That loop is how companies move faster and make AI work at real scale. Rob Seaman, Senior Vice President of Enterprise Product, Slack shares more about the shift from smarter individuals to a smarter company. https://lnkd.in/ef5sYFBb
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Salesforce customers across industries recently described their agentic rollouts, sharing what worked, what surprised them, and what they’d tell others just getting started on their own AI journeys. Here is the advice that came up again and again: 1️⃣ AI unlocks the human side of business 2️⃣ Discover what customers actually want — and keep asking 3️⃣ Build in the control and trust you need The customers seeing real results don’t just deploy — they listen to their users, define success, and build in the guardrails to sustain it. https://lnkd.in/eRNd6Vkv
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Sammons Financial Group Companies started thinking about how it could serve its customers differently. Agentforce Voice is a big piece of that change. The company has been able to reimagine how and where it answers phone calls, based on customer demand. Now 55% of the company's phone calls that make it to its AI agent don't ever touch a human, but the customers don't hang up or disengage. They pay attention. And, often, in under two minutes, they're completing the conversation they wanted to have. "We're using artificial intelligence and specifically Agentforce to be kind of the Iron Man suit for our reps," said Andrew Walling, AVP, Sammons Financial Group Companies. Learn more about how Agentforce Voice delivers trusted answers for Sammons Financial.
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When customers need support, they expect to have straightforward conversations, in natural language, that result in a quick solution. For Canon Information Technology Services, Inc., customer inquiries may be as simple as asking what ink is needed for a certain printer. Yet, with the variety of models and SKUs, the answer is often complex. Agentforce was the key to meeting customer expectations, reducing friction, and ultimately responding to these inquiries faster. The company has been able to deflect 69% of customer issues with Agentforce. "I had my team go through and manually verify the data that we were seeing was correct, because I didn't trust it," said Bill Duval, VP, Technology & Information Management at Canon. See how the power of Agentforce has been a game changer for Canon:
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For luxury appliance maker Fisher & Paykel Appliances, agents are becoming its primary digital interface for supporting customers. "What's happened as we've deployed Agentforce is [the call center] is the first place the customer is interacting with us as a brand when they need help with their product," says Rudi Khoury, Chief Digital Officer at Fisher & Paykel. "And if you can keep them in the channel they started with, it's more efficient for the organization." Learn more about how Fisher & Paykel elevates customer support with Agentforce.
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Last week at Dreamforce 2026, the conversation buzzing among executives, customers, and trailblazers centered around the next era of AI. An era where the creative, probabilistic reasoning of AI works with the deterministic rules of business. "When you press the power button on your TV, it's always going to come on, right? Versus if you tell your child, 'hey, will you turn off the TV?' Maybe they do, maybe they don't," said Michael Andrew, Chief Data Officer at Salesforce. "Agents are the same way. You want to teach them, you want to monitor them. And then, as they prove more and more capable, you get them more controls." When these systems unite across data, applications, agents, and interfaces, AI can unlock trapped value across the entire enterprise, at a scale humans alone could never match. See what industry leaders on the ground had to say about the future of AI in the enterprise:
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The Formula 1 fanbase has grown over the past five years to 831+ million fans around the world. With that growth, fan needs and interests have shifted. "Part of our journey with Agentforce was very much around, how can we use this to help our fans, our new fans who perhaps don't have as much knowledge of Formula 1 or motorsport," said Claire Sparks, Head of Portfolio and Technical Initiatives at Formula 1. "Marshal will be able to help our fans on our web and app channels through conversational questioning and responses to really just help them find out more about what's important to them." Learn how Formula 1 uses AI to educate a new generation of fans:
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Last week, more than 40,000 in-person attendees and 120,000 online participants experienced Dreamforce 2026, which brought business leaders, customers, and partners together to discover the next era of AI. The announcements and sessions highlighted the evolution of agentic AI and its impact on enterprises. From Koa, Salesforce’s first CRM reasoning model, to new agentic capabilities across sales, service, and government, AI is definitively changing how work gets done. In this Salesforce Scoop, discover the top takeaways from Dreamforce, which are already reshaping organizations and the future of work.
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In the leadup to Dreamforce 2026, dozens of announcements sketched the outlines of what enterprises look like when software meets AI, but the event itself filled in the picture. Here are the five most compelling takeaways from Dreamforce 2026: 1️⃣ Software used to make you come to it — now it comes to you. 2️⃣ Purpose-trained models provide right-sized intelligence for every task. 3️⃣ Slack is the front door to the enterprise. 4️⃣ The harness and the model work together to run the agentic enterprise. 5️⃣ How to get to ROI, quickly. Dive deeper on these big ideas: https://lnkd.in/emZzGjnT
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