Agentforce World Tour Sydney: What If Your Workforce Had No Limits?

Agentforce World Tour Sydney proved to be a game-changer for businesses looking to harness the full potential of AI-driven solutions.

One question set the tone for the entire event – What if? And rather than being a rhetorical question, it was a call to action. What if your workforce had no limits? What if AI could free your teams to focus on what truly matters? What if innovation wasn’t just about efficiency, but unlocking human potential in ways we’ve never imagined? This mindset shaped every discussion, from automation breakthroughs to customer success stories, proving that the future of work isn’t just evolving – it’s being rewritten right now. And with attendees gathering at the ICC Sydney, the Agentforce World Tour Sydney event highlighted these opportunities available to businesses by leveraging the Salesforce Platform and its agentic layer, Agentforce.

Meet Your Digital Workforce

To kick-off the day, Frank Fillmann, EVP & GM, Australia & New Zealand at Salesforce, emphasised the critical role of Agentforce in addressing Australia’s productivity challenges. He highlighted that businesses worldwide are navigating uncertainty, including global labour shortages and heightened competition. Agentforce offers a solution by providing tools that bridge these gaps and enhance human capacity.

Unlocking Value Using Agentforce

For those looking to do all of the above, Agentforce is a digital labour platform developed by Salesforce, designed to augment teams with autonomous AI agents capable of handling complex, multi-step tasks. Unlike traditional, costly, and complex DIY AI solutions, Agentforce seamlessly integrates into existing Salesforce applications. It unifies agents, data, and Customer 360 apps on a trusted platform, eliminating the need for fragmented AI tools.

This integration ensures that businesses can deploy AI agents rapidly, leveraging pre-built skills and workflow integrations. These agents are grounded in trusted business data, delivering precise and context-aware information to meet specific business or customer service goals.While taking audiences through the real-world application of Agentic AI, Frank explained how hipages Group, a business connecting homeowners with trusted tradies, are using Agentforce to reduce administrative burden for tradies on the platform, whilst increasing productivity and customer satisfaction.

And Agentforce doesn’t stop there. Its versatility allows for the creation of AI agents tailored to a huge amount of roles across different industries. For instance, in customer service, Agentforce can automate common tasks, freeing up service teams to focus on strategic, high-value work and building customer relationships. In sales, AI agents can engage with prospects 24/7, answering questions, managing objections, and scheduling meetings based on CRM and external data, thereby allowing sales teams to concentrate on nurturing deeper customer relationships.

Data is key to Agentforce’s power and allows it to unlock incredible insights. Data Cloud fuels Agentforce with real-time, trusted data, allowing businesses to deliver more personalised and effective customer outcomes. It’s not just about managing data—it’s about leveraging it to drive business growth.

Behind the scenes, the Atlas Reasoning Engine (Atlas) enables Agentforce to learn and reason like a human, creating accurate, data-backed strategies. By continuously feeding new insights into Data Cloud, Agentforce evolves with every interaction, ensuring optimal results.

Businesses can use those results to enhance productivity and grow their competitive edge in today’s evolving market. Agents’ ability to automate routine tasks and provide accurate, context-aware information enables businesses to optimise their operations and address labour shortages effectively. Embracing such advanced AI solutions is no longer optional but a necessity for companies aiming to thrive in the current economic landscape.

Salesforce to invest an extra $2.5 billion in Australia

Acknowledging the importance of growth in this landscape, Frank Fillmann announced during his keynote, a major investment to accelerate AI innovation, workforce development, and sustainability in Australia.

Over the next five years Salesforce will invest $2.5 billion in AI innovation, workforce development and sustainability This investment underscores Salesforce’s commitment to supporting Australia’s vision of harnessing AI to grow its economy, support local industry, and create a more prosperous future for all Australians. Salesforce aims to contribute significantly to Australia’s economic growth and technological leadership. Since starting operations in Australia, Salesforce has contributed more than $17 million in grants locally, dedicated 365,000 volunteer hours and recently opened the Ohana Floor within Salesforce Tower Sydney to support the not-for-profit community. This investment underscores Salesforce’s dedication to driving digital transformation while fostering meaningful impact across Australia.

How Fisher & Paykel and One NZ Are Driving Success with Agentforce

The impact of meaningful investment in AI was very much on show at Agentforce World Tour Sydney. Attendees throughout the day heard firsthand from Fisher & Paykel and One NZ about how they are leveraging Agentforce to enhance customer engagement and operational efficiency.

Fisher & Paykel has embraced Agentforce to provide a more personalised and efficient customer experience. Without Agentforce, customers might have faced long wait times when reaching out for support. Now, with Agentforce, customers can access tailored guidance and troubleshooting, reducing frustration and improving customer satisfaction.

Since implementing Agentforce, Fisher & Paykel has reduced call volumes by 30%, as AI agents provide instant answers to common questions. This allows the contact centre to focus on complex scenarios that require human expertise, ensuring service teams spend their time where it matters most.

When an appliance needs servicing, Agentforce automates key steps. Technicians receive a real-time Work Order Brief, summarising the problem, appliance details, and the customer’s past interactions. By the time they arrive on-site, they have everything they need to complete the job efficiently – eliminating unnecessary back-and-forth and improving the overall experience.

Beyond service, Agentforce uses a 360-degree view of unified customer data, to deliver truly personalised interactions, anticipating customer needs, and identifying cross-sell and upsell opportunities. With AI-driven insights reducing manual handling and improving efficiency, Fisher and Paykel has seen a return on investment in just six months.

For One NZ, Agentforce is more than just a customer service tool – it’s an enterprise-wide AI solution. As an essential telecommunications provider operating 24/7, One NZ aims to be the leading AI-enabled telecom company, and Agentforce is helping them achieve this goal.

By leveraging their vast data reserves, One NZ can extract new insights, improving service reliability and customer experience. From HR to marketing, sales, and logistics, Agentforce is enabling One NZ to streamline operations and deliver bespoke solutions to customers across all touchpoints.

Freeing Up Your Time for Impactful Work

As Agentforce’s potential to service is being realised, so are its immense strengths in other areas of business. Today, sales teams are inundated with administrative tasks, leaving little time for the genuine, high-value interactions that drive conversions.

Attendees heard how Agentforce changes this by equipping teams across sales, marketing, and services with powerful insights while automating up to 50% of administrative workloads. Agentforce automates tasks like customer inquiries, meeting bookings, and lead nurturing, freeing sales teams to focus on relationships and closing deals.

Sales teams can rely on AI-driven responses to handle common questions, qualify leads, and ensure only the most promising opportunities reach their pipeline. This results in more meaningful conversations, better-prepared sales reps, and a higher rate of successful conversions.

Beyond automation, Agentforce enhances sales performance through real-time coaching and actionable insights. By analysing interactions and identifying key trends, sales leaders gain a deeper understanding of their team’s strengths and areas for growth. This proactive approach not only optimises sales strategies but also fosters continuous skill development.

Perhaps the most overlooked benefit of Agentforce is the impact on workplace satisfaction. By reducing manual workloads, sales professionals can reclaim valuable time—whether it’s for deepening client relationships, refining their pitch, or simply achieving a healthier work-life balance. At the end of the day, happier, more focused sales teams lead to stronger business outcomes.

With Agentforce, sales teams are empowered to turn data into action, automate the mundane, and focus on what truly matters – delivering value, fostering trust, and closing deals.

Meanwhile in the Campground… Meet Our Golden Hoodie Trailblazer

One person who is having incredible success with all that Agentforce has to offer, received a very special honour as part of a World Tour tradition.

Each year we recognise a Trailblazer with a Golden Hoodie.

Presented to someone who embodies our shared Salesforce values, Golden Hoodies can’t be bought – they have to be earned!This year we recognised Robert Lopez, Chief Marketing & Innovation Officer at Norths Collective. An All-Star Ranger and Agentblazer Champion on Trailhead, a Marketing Champion who has transformed his company with Marketing Cloud and Agentforce, a podcast host, a customer reference advocate and mentor, we don’t know how he finds the time to be a Trailblazer to all.

Redefining Limits with Nedd Brockmann

Speaking of Trailblazers and legends – as Agentforce World Tour Sydney came to a close, the day’s theme of pushing beyond limits was brought to life by Nedd Brockmann. The sparkie-turned-ultramarathoner took the stage with his story of grit, resilience, and purpose – one that proved what’s possible when you refuse to accept limits. Running 1,600km in just 12.5 days, powering through injury, and raising millions for homelessness, Nedd’s journey was a testament to the same mindset that fueled the conversations throughout the event. What if we all pushed a little harder? What if we redefined what’s possible? Sentiments that left the room inspired, reflecting on the day’s insights and what’s possible when limits are redefined.

Become an Agentforce Company

The Agentforce World Tour Sydney underscores Salesforce’s commitment to empowering businesses with cutting-edge AI solutions. From Fisher & Paykel to hipages Group and One NZ, companies are unlocking new efficiencies and delivering unparalleled customer experiences. With Agentforce and Data Cloud, the future of AI-driven business transformation is here.

Stay ahead of the curve and experience the power of Agentforce today!