How can we build the Agentic Enterprise in the UK? It’s already here. Organisations came together at Agentforce World Tour London to share their experiences in expert-led sessions, live demos, and hands-on training.
Last week, attendees at Agentforce World Tour filled Excel London to hear how AI agents are being seamlessly embedded alongside the human workforce to unlock real growth.
Zahra Bahrololoumi CBE, President & CEO, Salesforce UK & Ireland, shared her view on the stakes of agentic transformation in her keynote speech:
“Agentic AI is everywhere. It’s impacting every experience, every industry, and every company. And it’s not just about efficiency – it’s about growth. It’s completely changing how apps are built, deployed, and used, and fundamentally changing what is possible when we reimagine enterprises.”
Read on to learn how agentic AI is being embedded in every facet of the enterprise, based on expert insights from Agentforce World Tour London.
Salesforce is customer zero for the Agentic Enterprise
You don’t have to look far to see an Agentic Enterprise in action. Joe Inzerillo, President, Enterprise & AI Technology at Salesforce, highlighted that Salesforce is customer zero for agentic solutions like Agentforce.
“This is how we figure out how to prepare the technology so that it’s effective for you – by making it effective for us first,” he explained.
Inzerillo shared how customer support was the logical starting point for Salesforce’s agentic journey. Instead of customers scrolling through endless FAQs only to open a support ticket, they engage in fluid conversations with an AI agent that understands their history and needs.
This enables human support workers to spend more time solving complex customer problems, seamlessly handed over with full context when escalation is required. It’s delivering a huge impact across the business.
Customer support was where we started, but it’s not where we’re finishing. Specialised, function-specific AI agents are being orchestrated across the enterprise, including:
- Customer Agents: Engaged 24/7 across every digital channel, independently resolving complex queries in multiple languages.
- Employee Agents: Assisting internal staff to summarise cases, surface insights, and rapidly prepare for customer interactions.
- Coding Agents: Helping dev teams build and customise new software in days, rather than months.
- Single Source of Truth: Ensuring humans and agents operate from the same customer playbook to drive success together.
What’s blocking organisations from becoming Agentic Enterprises?
AI is transforming how we operate at Salesforce. But elsewhere, there’s a disconnect: According to McKinsey, 94% of organisations aren’t seeing a return on their AI investments.
In legacy enterprises, this is typically down to AI agents lacking the context needed to truly understand the organisation’s customers. Common roadblocks include:
- Fragmented data: Agents lack comprehensive information to reason and make accurate decisions.
- Disconnected workflows: Agents can think but not do, because they lack the system access needed to execute tasks.
- No human collaboration: When the agent hits a roadblock, it doesn’t have the tools to call on a human colleague, so it stumbles or hallucinates.
- Permissions and security gaps: Strict compliance, approval, or security silos prevent the agent from taking autonomous action.
An AI agent without context can become a liability. To drive ROI in the agentic enterprise, organisations need a unified data layer that gives people and agents a complete picture of the customer journey.
Building the Agentic Enterprise
To scale past these roadblocks, Inzerillo outlined five core systems the Agentic Enterprise needs. These are the systems of:
- Context: The foundational layer that pulls disparate enterprise data together to give agents the knowledge they require.
- Work: The execution layer enabling agents to complete tasks across systems.
- Agency: The autonomous agent logic engine, capable of independent planning, reasoning, and decision-making.
- Engagement: Where humans and agents collaborate – such as Slack, where employees can interact with Slackbot to turn conversations into action.
- Insight: The semantic layer adding context to data. Analytics platforms like Tableau enable companies to translate complex metrics into insight.
These systems come together to establish the Agentic Enterprise. The architecture that underpins them is Headless 360. It’s a complete reimagining of the Salesforce platform – embedding Salesforce capabilities directly into the tools your teams already use – without the tab switching or data chase.
Headless 360 enables large language models to interact with CRM data securely from everyday apps. At Salesforce, we’ve applied this interoperability to transform internal legal operations.
Previously, our legal team faced more than 39,000 cases per year, each of which took days to triage and route. To solve the bottleneck, we built a case routing tool in five weeks using Agentforce with Claude Code.
Today, cases take just hours to triage and route, freeing more than 12,000 hours of expert productivity per year.
Salesforce customers are building industry-leading Agentic Enterprises based on Agentforce and Headless 360. We were inspired by their stories at World Tour London:
Thames Valley Police is using Agentforce to support emergency services
Through their joint Contact Management Centres, Thames Valley Police and Hampshire & the Isle of Wight Constabulary handle 1.3 million citizen interactions per year, placing immense pressure on its non-emergency 101 line.
With the number of contacts increasing year-on-year, scaling human personnel to meet this demand would have cost an unsustainable £11 million per year. In response to this challenge, the forces partnered with Salesforce to build a public portal backed by an AI agent – aptly named Bobbi.
Built on Agentforce, Bobbi is helping to manage the equivalent of 14,000 citizen contacts annually across both forces and freeing an estimated 3,266 operational hours each year. This is a significant milestone and demonstrates the growing role AI can play in supporting vital public services across the UK.
Tom Kempster, Director of Digital & Innovation at Thames Valley Police, noted: “It was critical to get Salesforce people in the room who are the experts in customer service… and marry that up with our people who understand the nuance of how you deal with people in distress.”
Bobbi builds empathy and support into public interactions – helping deliver the human-centric services members of the public expect.
Canada Goose is eliminating customer friction
Luxury retailer Canada Goose sets a high bar for customer experience. Yet, legacy systems threatened customer satisfaction.
“Before Agentforce, providing a high-touch service meant that teams were jumping from system to system, trying to piece together a customer’s history, all while the customer waited,” shared Hannah Rose, Distinguished Solution Engineer at Salesforce. “Every interaction became a make-or-break moment for customer loyalty.”
Canada Goose used Agentforce to automate over 89% of routine customer service tasks and stitch together a continuous customer experience. Now, buyers are transitioned seamlessly from web browsing to a live conversation without ever having to repeat their query.
The brand has implemented strict guardrails to maintain a high-touch service: The moment a customer asks for bespoke styling advice, the AI agent hands off to an expert stylist with complete context.
Adecco is powering 85% of inbound pipeline
The world’s largest recruiting company, Adecco, turned to Salesforce and Qualified to reimagine its B2B pipeline generation. When prospective clients land on-site, they’re greeted by Echo, an autonomous AI Sales Development Representative (SDR).
Echo handles voice and text interactions in any language, answers deep product questions, and identifies high-intent behaviour to instantly arrange meetings with human sales reps. This agentic workflow now drives an impressive 85% of Adecco’s inbound pipeline.
Catch the Agentforce World Tour London Keynote on Salesforce+.
