Agentforce helps Davos attendees focus on impact, not logistics.

Attendees needed instant answers amid a sea of complex itineraries and tight schedules.

Each year, thousands of the world’s most influential leaders — CEOs, heads of state, and changemakers — gather in Davos, Switzerland, for the World Economic Forum’s five-day Annual Meeting. These discussions drive global action on urgent issues, from preparing billions of people for jobs of the future to restoring biodiversity in areas like the Amazon Basin. But with more than 300 sessions, five marquee themes, and personal meetings to prioritize, setting a Davos itinerary is a high-stakes logistical puzzle. It wasn’t unusual for attendees to dedicate entire teams to researching and planning their Davos agenda.

These aren’t just any attendees — they’re among the most influential people on the planet. From heads of state to Fortune 500 CEOs to civil society leaders and young change-makers, the leaders at Davos influence economies, industries, and policies worldwide. Due to the curated guest list, most attendees couldn’t bring personal assistants. Instead, they relied on primary engagement managers (PEMs) as trusted advisors to provide on-site support at the event. PEMs answered pressing questions like, “Will the upcoming AI session have a Q&A?”” and “What ecology sessions can I attend on Thursday afternoon?”

But to answer these questions, PEMs had to find time during busy days to look through the reservation records of suitable spaces and assess options. Spending so much time on administrative tasks could hold them back from flexing their advanced expertise in industry strategy and policy — a huge reason they were selected in the first place. Because of this, PEMs can answer questions about programming and help foster introductions. For example, an attendee could ask, “I have free time Wednesday afternoon. What sessions on biodiversity loss are scheduled then?” or “Can you introduce me to other people interested in gender equality in leadership?”

Plus, with eight or more companies assigned to each PEM — many with multiple attendees — their days could fill up quickly. If a PEM wasn’t available, the Forum offered a dedicated phone line and five service kiosks, but neither provided the 24/7 support necessary during such a busy event. 

Nowhere else in the world does such a diverse group of global change-makers gather to discuss pressing international issues like sustainability and geopolitics. Attendees needed a faster, more seamless way to navigate the expansive venue, resolve minor issues like lost badges, and find the answers they needed to make the most of their packed schedules.

From shuttle times to last-minute session changes, Agentforce powers real-time support for Davos attendees.

Rather than give attendees yet another information resource, Annual Meeting planners built an AI-powered concierge directly into the Forum’s event app with Agentforce, the agentic layer of the Salesforce Platform. Agentforce pulled from Data Cloud, Sales Cloud, Marketing Cloud, and internal knowledge articles to provide on-demand answers to questions about sessions, transportation, and venue logistics. The convenience of instant answers helped attendees stay informed, on schedule, and connected without the hassle of searching through emails, navigating multiple platforms, or waiting for busy PEMs to respond. All attendees needed to do was open the Forum event app and start a chat with Agentforce.

Because the Forum had already ingested their attendee support data into Data Cloud, they were able to give context to the support actions they configured in Agent Builder and launch Agentforce in just five weeks. The custom chat interface, hosted on Heroku, integrated directly with Agentforce via API, which also paved the way for a smooth implementation. 

With such a high-profile event, the security and reliability of Agentforce was paramount. Salesforce partnered with the Forum to rigorously stress-test the model. The Office of Ethical and Humane Use even tried to “trick” Agentforce into providing incorrect responses or straying  from preset instructions, but wasn’t able to: No matter the prompt, Agentforce responded with compliant, courteous answers. .

“Our goal is to create the right environment — physically and digitally — for change-makers to connect,” Merid Berhe, Head of Product, Event Technologies & Platform, said. “Agentforce helps them get answers in seconds, so they can focus on what matters: relationships and dialogues that drive real-world impact.”

With each active user asking roughly five questions a day, Agentforce resolved 75% of attendee inquiries at Davos 2025 with accurate, automated answers. Plus, with Agentforce, attendees were able to surface sessions based on topic or day and scroll to learn more.

Always-on support extends past the Davos event — and is always evolving.

This is just the beginning for the Forum’s agentic journey. Agentforce learns from Davos app interactions, improving over time to help attendees even more. 

Soon, Agentforce will even be able to prioritize sessions based on distance between venues and shuttle schedules. Its deep integration with Data Cloud lets it instantly analyze attendee behavior, feedback, and live queries for more proactive, personalized service. For example, if an attendee engaged with AI ethics or emerging tech policy sessions in previous Annual Meetings, Agentforce will suggest similar topics for upcoming sessions. If they tell Agentforce, “I’m interested in learning more about central bank policies this year,” it will prioritize related sessions.

As adoption grows, the Forum plans to use Agentforce as its digital labor to enhance constituent and employee experiences across all events, delivering intelligent, personalized interactions at every touchpoint — even past the Annual Meeting. With Agentforce, the Forum is paving the way for the future of global events, where technology and human ingenuity work together to create experiences that inspire change.

Agentforce’s integration with the deeply unified Salesforce Platform gave the World Economic Forum an enormous advantage in launching Agentforce at Davos. Because they’d already connected their data sources to Data Cloud, they could use Agentforce’s low-code Agent Builder tools to build, deploy, and test their AI-powered concierge agent in just five weeks. The Forum already had run on Salesforce for years — including Data Cloud, Heroku, Sales Cloud, and Marketing Cloud — so Agentforce was the clear next step.

For an event filled with global leaders, data security needed to be exceptional. The Forum had a long-established trust with Salesforce’s solution architecture embedded with best-in-class security measures — including the Einstein Trust Layer, which keeps data secure when using generative AI with features like zero data retention and dynamic grounding. 

“The most valuable thing for our attendees is time,” said Abdel El Yahiaoui, the Forum’s Head of Engineering. “Agentforce ensures they make the most out of the event.”