- New Agentic Enterprise Index, powered by Salesforce Agentforce data, shows agent creation surged 119% among first-mover companies in the first half of 2025.
- Australian consumers who regularly interact with AI agents report 64% higher customer satisfaction and are 217% more likely to prefer resolving service issues with an agent.
Salesforce’s new Agentic Enterprise Index leverages Agentforce usage data to provide a first-look at the trends shaping the next era of business – and how companies are implementing AI agents to drive customer success and reinvent their operations.
The Agentic Enterprise represents a fundamental shift in the way the world works. It’s about leveraging AI agents not just to automate existing workflows, but to transform entire businesses. By augmenting every employee with a limitless digital workforce, companies can increase productivity and scale, improve employee experience, bring down costs, and deliver value for customers.
Salesforce’s Agentic Enterprise Index finds that this transformation is already underway, with agent adoption exploding across sales and service. Australian consumers are embracing this shift, reporting significantly better experiences when AI agents are involved.
The report, which analyses usage data from a cohort of early-adopter businesses, also points to growing adoption among workers. Global employee interactions with AI agents grew at an average monthly rate of 65 per cent in the first half of 2025, with conversations becoming 35 per cent longer—a sign of deeper, more meaningful engagement.
The Australian consumer experience with AI agents
While the platform data on agent creation is global, the Index’s supplementary consumer survey provides a clear view of the Australian landscape. The findings show Australian consumers are not only ready for AI agents but are already reaping the benefits:
- Higher satisfaction and helpfulness: Australian consumers who regularly use AI agents report 64 per cent higher customer satisfaction than those who don’t. Up to 86 per cent of consumers who regularly interact with AI agents say they have become more intelligent over the past year, and a further 60 percent say AI agents have become more helpful over the past year.
- A clear preference for agents: Australian consumers that have interacted with an AI agent users are 217 per cent more likely to prefer resolving their service issues in this manner and 217 per cent more likely to say AI-powered service has become more proactive in the past year.
- Transforming key industries: The impact is particularly strong in consumer-facing industries. Australian consumers that have used AI agents are 170 per cent more likely to say their experience with the retail industry has improved, and a staggering 229 per cent more likely to say their experience with financial services has improved.
“The agentic enterprise isn’t a future concept; it’s delivering real value today, as this Index shows,” notes Justin Tauber, GM Agentic Technology, Trust & Adoption, Salesforce ANZ. “While businesses globally are scaling agents at a rapid rate, the data from Australia is particularly compelling, as it highlights how those local consumers who use agents are reporting significantly higher satisfaction. This should give confidence to local organisations that there is a clear path to ROI, while still delivering exceptional customer experiences.”
The future of global Agentic Enterprises
Australian businesses can look to global trends to see where the Agentic Enterprise is heading next.
AI agent adoption is rapidly accelerating, with sales and service emerging as primary use cases. In the first half of 2025, the number of agents created by participating organisations grew by 119 per cent.
- The top three areas for agent use are customer service, internal/business automation, and sales.
- In sales, the most common agent actions were drafting emails, creating to-dos, and sending meeting requests.
- In service, the average number of daily agent-led customer conversations grew at a monthly rate of 70 per cent
- Consumer-facing industries are leading the way: travel and hospitality saw agent actions grow at a monthly average rate of 133 per cent. Online travel agency TripADeal is one Australian business making use of Agentforce to work alongside its consultants and provide unforgettable experiences to travelers.
- Meanwhile, retail industries saw agent actions grow at a monthly average rate of 128 per cent, while financial services saw agent actions grow at a monthly average rate of 105 per cent.
Humans in the loop are critical for success.
Consumers are overwhelmingly embracing agents, with 94 per cent choosing to interact with an AI agent when given the option. But this doesn’t mean humans are out of the picture. The data shows businesses are right-sizing human-agent collaboration, with agent escalations to human service representatives increasing from 22 per cent in the first quarter of 2025 to 32 per cent in the second quarter, as agents get better at routing complex issues to the right experts.
“The agentic enterprise is about augmenting, not replacing, the human workforce,” says Justin Tauber. “Our Index shows that Australian businesses are already embracing this collaboration, where high consumer satisfaction is proving that the best AI makes human interactions even more valuable and impactful, while meeting the rapidly evolving expectations of local consumers.”
Go deeper
- Read the full report
- Learn what happened when Agentforce joined Salesforce’s customer support team
- Discover how the Allegis Group in APAC is using Agentforce
Methodology: Powered by Agentforce, Salesforce analysed and aggregated anonymised usage data from a small cohort of businesses that had activated agents in production between January and June 2025. Results are not indicative of Salesforce’s performance. Additional data was sourced from a global proprietary research study, including 1,056 consumer responses in Australia.
