Davos attendees save valuable time with Agentforce-powered support.

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

Each year, more than 3,000 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. 

With more than 450 sessions, five marquee themes, and personal meetings to prioritize, setting a Davos itinerary is a high-stakes logistical puzzle for attendees. Due to the curated guest list, most attendees are unable to bring personal assistants, instead relying on primary engagement managers (PEMs) as trusted advisors to provide on-site support. In the past, PEMs had to field questions like, “Will the upcoming AI session have a Q&A?” and “How do I get to my sustainable agriculture session on Thursday afternoon?” With eight or more companies assigned to each PEM — many with multiple attendees — the questions added up.

To help attendees, PEMs had to find time during busy days to search across separate resources for session details, venue information, and shuttle schedules. Digging for answers limited their ability to apply their deep expertise in industry strategy and policy — a key reason they were selected for the role. Although the Forum offered dedicated desks and digital kiosks to provide help when PEMs weren’t available, neither provided the 24/7, on-demand support needed during such a demanding event.

Beyond the Annual Meeting, the Forum also stewards more than 200 initiatives year-round, each with its own goals, members, and processes. One of the most ambitious is 1t.org — the One Trillion Trees Community — which aims to accelerate nature-based solutions that protect, manage, and restore the climate. 1t.org depends on collective effort, yet each member has a different understanding of how to take action — resulting in time-intensive, hands-on support for Forum employees.

From the fast-paced demands of Davos to the ongoing work of communities like 1t.org, the Forum needed a better way to support complex, high-impact work at global scale.

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, AI agents powered by the Agentforce 360 Platform. To find answers about badges, sessions, transportation, and venue logistics, all attendees need to do is start a chat with Agentforce.

Introduced for Davos 2025, the agent quickly proved its value with active users asking roughly five questions a day. At Davos 2025, Agentforce achieved a 99.9% response rate and resolved 75% of attendee inquiries with accurate, automated answers. Attendees could also surface sessions by topic or day and scroll to learn more — all within a single, seamless experience. 

“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.”

Building on that success, the Forum has expanded Agentforce’s capabilities for Davos 2026. In addition to answering questions, the agent can now take action on behalf of attendees — booking, rescheduling, or canceling meetings; adding or removing sessions from a schedule; and capturing feedback through an optional survey to understand sentiment. It also helps participants quickly find rooms and venues by connecting to event maps and a wayfinding feature, a game changer for attendees navigating multiple sessions across multiple buildings.

To reason and take action, Agentforce pulls from Data 360, Agentforce Sales, Agentforce Marketing, and internal knowledge articles to provide on-demand, contextual support. Data 360 hosts more than 500 custom objects from Salesforce CRM, forming Agentforce’s centralized knowledge base for resolving FAQs. When an attendee asks for a room or venue in the chat, Agentforce searches the list of available locations and responds with a link to the dynamic map with turn-by-turn navigation.

Because the Forum had already ingested attendee support data into Data 360, they were able to configure contextual support actions in Agentforce Builder and launch their custom agent in just five weeks. They used multiple Salesforce objects connected via API calls to build their AI agent, and Heroku to bring all the backend services together.

Agentforce integrates directly with the Forum’s mobile app via API, enabling a smooth implementation fully managed within Forum's existing architecture — critical for a high-profile event where tightly controlled security and reliability are paramount. Salesforce and the Forum ensured Agentforce was grounded exclusively in internal data, with no connection to third-party applications. 

Salesforce also 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 no matter the prompt, Agentforce consistently delivered compliant, courteous answers.

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

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

What began at Davos is quickly expanding into a broader, multi-agent strategy, with Agentforce already live across several Forum channels.

The Forum has launched Agentforce to help 1t.org engage existing members and accelerate restoration efforts, starting with mangrove conservation and restoration. Through a chat-based experience on 1t.org, their AI agent called treeforce surfaces relevant resources in real time to help members take action. By empowering 1t.org members to self-serve the information they need, they can move faster and so can the Forum's staff, who no longer need to answer every question.

The treeforce agent’s data is structured in a PostgreSQL database, with content drawn directly from the 1t.org community in Experience Cloud. Built as part of the Salesforce Accelerator program, this Agentforce deployment  paves the way for a scalable approach to support the Forum’s more than 200 additional global initiatives over time.

Looking ahead, the Forum has a vision to use Agentforce to simplify membership registration and support case management across the organization.

Together, live deployments and future plans position the Forum as an emerging Agentic Enterprise — able to support communities, employees, and members alike while delivering high-touch, personalized experiences without adding manual work for staff.

The Agentforce 360 Platform connects systems, data, and people to drive high-quality outcomes and insights.

Agentforce is just one part of the Forum’s broader Salesforce ecosystem. During events, nearly every system — from mobile apps and digital signage to badge printers, session access, transport, and accommodation tools — integrates with Salesforce to keep information consistent and up to date. 

The Forum relies on several Salesforce solutions to orchestrate seamless experiences for attendees, members, and employees across events and programs:

• Agentforce Service powers customer support across web and mobile, including omnichannel assistance, advanced case management, and portals such as UpLink, the Forum's open innovation platform. 
• Agentforce Marketing handles outreach and engagement by enabling personalized, multi-channel communications, event invitations, user journeys, and community engagement at scale.
• MuleSoft securely connects the Forum’s Salesforce CRM to their third-party finance, HR, travel, and operations systems.
• Tableau transforms this data into actionable insights, tracking engagement, participation, and account activity across initiatives.

Together, these tools create a single, connected ecosystem that supports real-time decisions, personalized experiences, and operational efficiency — giving the Forum the scale, reliability, and trust needed to maximize their global impact.

The deeply unified Agentforce 360 Platform gave the Forum a major advantage in launching their Agentforce-powered concierge at Davos. Because their data and workflows were already centralized, they could use Agentforce’s low-code tools to design, deploy, and test their agent in just five weeks. Running on a single, connected platform allowed processes to be streamlined, automations to reduce errors, and workflows to stay consistent across global operations.

For an event serving some of the world’s most influential leaders, data security was critical. The Forum relied on Shield and the Agentforce Trust Layer, which together provide advanced encryption, detailed user activity monitoring, audit trails, zero data retention, and dynamic grounding. These protections ensure compliance with regulations like GDPR and HIPAA, safeguard sensitive data, and maintain full application functionality — giving the Forum confidence to scale AI-powered services securely.

By combining speed, efficiency, and enterprise-grade security, Salesforce empowers the Forum to deliver AI-driven services at scale, redefining how global events are experienced and managed.