{"id":90920,"date":"2025-11-12T09:00:00","date_gmt":"2025-11-12T17:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=90920"},"modified":"2025-11-13T08:39:17","modified_gmt":"2025-11-13T16:39:17","slug":"why-ai-pilots-fail","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/why-ai-pilots-fail\/","title":{"rendered":"Why 95% of AI Pilots Fail \u2014 and What the Other 5% Do Differently"},"content":{"rendered":"\n<div class=\"wp-block-group is-style-shadow-box is-style-takeaways\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-471ecb11ca02c2e7ea813f9dd3857484\" id=\"h-key-takeaways\">Key Takeaways<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><em>AI pilots primarily fail because agents are treated like add-ons or standalone tools \u2014 instead of being natively embedded in the existing flow of work.<\/em><\/li>\n\n\n\n<li><em>To scale successfully, agents must be fully integrated into the systems where work is happening and equipped with role-based access to the necessary context from all enterprise data systems.<\/em><\/li>\n\n\n\n<li><em>Escaping &#8220;pilot purgatory&#8221; requires implementing a centralized governance and performance management framework \u2014 including clear metrics and audit trails \u2014 across all deployed agents, regardless of their underlying AI model.<\/em><\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<p>Over the past year, I&#8217;ve had conversations with hundreds of CIOs, from regional banks to Fortune 100 enterprises. They all tell me the same thing: They are tired of demos. Yet another demo, another pilot, without getting business value.&nbsp;<\/p>\n\n\n\n<p>They see the potential. They\u2019ve invested in AI. But they can&#8217;t get to broad deployment and ROI. Instead they get stuck in &#8220;pilot purgatory.&#8221; The issue is widespread: According to an <a href=\"https:\/\/mlq.ai\/media\/quarterly_decks\/v0.1_State_of_AI_in_Business_2025_Report.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">MIT study<\/a>, 95% of enterprise generative AI pilots fail to deliver demonstrable ROI.&nbsp;<\/p>\n\n\n\n<p>So what are the other 5% doing differently? What does it take to get from pilot to deployment at scale?<\/p>\n\n\n\n<p>I run engineering, customer success, professional services, and our sales teams in India and ASEAN. I hear what customers ask for during the sales process; my teams help them successfully implement and expand <a href=\"https:\/\/www.salesforce.com\/agentforce\/ai-agents\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">agents<\/a> across their organizations; and I make sure customer insights go straight back into improving our products. The role gives me a unique vantage point on the full agent deployment cycle, and from that position, I\u2019ve learned a few things about why AI pilots stall \u2013 and how they can really take off.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>If your sales team lives in Salesforce, your agents need to work there. If your engineering team lives in Slack, that\u2019s where agents belong.<\/p>\n<cite>Srini Tallapragada, President and Chief Engineering &amp; Customer Success Officer<\/cite><\/blockquote>\n\n\n\n<p>Fundamentally, becoming an <a href=\"https:\/\/www.salesforce.com\/agentforce\/agentic-enterprise\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentic Enterprise<\/a> isn\u2019t about layering on AI tools, it&#8217;s about reimagining your work processes from the ground up.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-most-pilots-fail\"><strong>Why Most Pilots Fail<\/strong><\/h2>\n\n\n\n<p>The shift to <a href=\"https:\/\/www.salesforce.com\/agentforce\/what-is-agentic-ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">agentic AI<\/a> isn&#8217;t just technological \u2014 it&#8217;s also cultural, operational, and organizational. You can&#8217;t simply build an agent, ship it, and expect it to work at scale. These are the operational gaps where most enterprises get stuck:&nbsp;<\/p>\n\n\n\n<p><strong>Goals and Performance Metrics Are Unclear<\/strong><\/p>\n\n\n\n<p>Many people treat <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-is-ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI<\/a> as a simple automation tool \u2014 an add-on to existing processes. They build an AI tool and ship it, yet they can\u2019t assess if it&#8217;s delivering value because they didn\u2019t define specific business outcomes at the start. Agents need performance metrics, testing frameworks, continuous monitoring, lifecycle management. You have to track their output, train them as requirements change, and define escalation paths when they encounter edge cases. If you can&#8217;t manage it and measure it, you can&#8217;t scale it.<\/p>\n\n\n\n<p><strong>Agents Aren&#8217;t Embedded Where the Work Happens<\/strong><\/p>\n\n\n\n<p>Agents must be part of the systems people are using to get work done. When employees have to stop what they&#8217;re doing, switch tools, and re-enter information, adoption drops fast.<\/p>\n\n\n\n<p><strong>Context Is Missing<\/strong><\/p>\n\n\n\n<p>A deeper problem with isolating agents from the flow of work is context: <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-are-large-language-models\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Large Language Models<\/a> (LLMs) alone are not enough. Agents need detailed context from enterprise systems to return useful answers and take actions. When agents don\u2019t have that context, people fall into what we call the &#8220;prompt doom loop&#8221; \u2014 rewriting prompts to supply context that the agent should already know. It&#8217;s a frustrating employee experience, resulting in low adoption and stalled pilots. AI that&#8217;s disconnected from enterprise systems never earns sustained use.<\/p>\n\n\n\n<p><strong>Governance Is an Afterthought<\/strong><\/p>\n\n\n\n<p>When we started Agentforce on help.salesforce.com, we tracked every message. That was doable at a few thousand conversations. Once it hits millions of conversations, human review becomes impossible. But an auditor still asks: &#8220;How do you know your agents are compliant? Show me the audit trail.&#8221;<\/p>\n\n\n\n<p>Most pilots work in controlled environments, but at scale, legal shuts them down because there&#8217;s no framework for permissions, audit trails, or compliance. You need role-based permissions, approval workflows, and audit capabilities \u2014 just like you&#8217;d have for employees. If you can&#8217;t prove governance, you can\u2019t get to production.<\/p>\n\n\n\n<p><strong>Infrastructure Deficiencies Limit Scale<\/strong><\/p>\n\n\n\n<p>You need infrastructure to manage agents at scale. Most enterprises build pilots that work in isolation, then realize they can&#8217;t scale without rebuilding everything. They have no way to test agent behavior before wider deployment, no monitoring systems to catch problems in production, and no frameworks for updating agents as business logic changes. The platform debt compounds until the pilot can&#8217;t move forward.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-we-ve-learned\"><strong>What We&#8217;ve Learned<\/strong><\/h2>\n\n\n\n<p>A year ago, we deployed Agentforce across every part of our business, working through all of these potential blockers on our way to becoming our own \u201c<a href=\"https:\/\/www.salesforce.com\/agentforce\/use-cases\/customer-zero\/\" target=\"_blank\" rel=\"noreferrer noopener\">Customer Zero<\/a>.\u201d The results speak for themselves:<\/p>\n\n\n\n<p><strong>In support,<\/strong> Agentforce now handles the bulk of daily customer conversations (over 2 million to date). You can see this working in real-time on <a href=\"https:\/\/help.salesforce.com\/s\/\" target=\"_blank\" rel=\"noreferrer noopener\">help.salesforce.com<\/a> \u2014 we even publish exactly how many more conversations the help agent now handles compared to its human teammates. This unlocked capacity allows us to shift employees from offering reactive support to providing proactive service \u2014 helping customers get their own Agentforce agents up and running in just weeks, even days.<\/p>\n\n\n\n<p><strong>In engineering,<\/strong> AI agents handle routine tasks, code maintenance, proactive threat monitoring, and rapid incident response. This has led to 30% cycle time improvement, with agents detecting 91% of incidents within eight minutes and auto-remediating 87% of them in under 20 minutes. Now engineers have the time to focus on more strategic development: new features, even greater reliability, and improved quality.&nbsp;<\/p>\n\n\n\n<p><strong>In sales,<\/strong> our website and events were generating 250,000 leads per week, but we could only follow up on the top 25% of highly qualified leads. It was just too expensive to do more. Now our SDR agent handles personalized outreach and qualification, generating $60 million of annualized pipeline during initial rollout. We\u2019re reaching customers we couldn&#8217;t before.<\/p>\n\n\n\n<p>From that experience, and from working with our customers on more than 12,000 Agentforce deployments over the past year, here are a few key lessons:<\/p>\n\n\n\n<p><strong>Agents Only Work in the Flow of Work<\/strong><\/p>\n\n\n\n<p>If your sales team lives in Salesforce, your agents need to work there. If your engineering team lives in Slack, that\u2019s where agents belong. <\/p>\n\n\n\n<p>A truly integrated agent understands your business process: when a customer contacts support, it knows their purchase history, open cases, contract terms, and escalation paths.<\/p>\n\n\n\n<p>Agents need context from your <a href=\"https:\/\/www.salesforce.com\/crm\/what-is-crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">CRM<\/a>, service platform, data warehouse, and collaboration tools \u2014 and they need to understand the relationships between these systems and the business logic that governs data flow, with specific role-based permissions that control access. That context can\u2019t be assembled at prompt time \u2014 it has to be native in the place where work is happening.<\/p>\n\n\n\n<p><strong>Agents Need Performance Management&nbsp;<\/strong><\/p>\n\n\n\n<p>You need to define what each agent can do: what data it can access, what actions it can take, what requires human approval. You need audit trails showing what every agent did, when, and why. You need testing frameworks that validate agent behavior before deployment and monitoring systems to track performance after deployment.<\/p>\n\n\n\n<p>Think of it as <em>agent lifecycle management<\/em>: clear goals and metrics, performance management, continuous training, and escalation paths when agents encounter edge cases.&nbsp;<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92815\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/03\/26\/us-dept-labor-agentforce-enhance-citizen-support\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=1024\" class=\"content-card__image\" alt=\"Contact center worker in a headset providing personalized support with the help of Agentforce.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/03\/26\/us-dept-labor-agentforce-enhance-citizen-support\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tU.S. Department of Labor Taps Agentforce to Enhance Citizen Support\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t5 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92799\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-gdpr-compliance-certification\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=1024\" class=\"content-card__image\" alt=\"Agentforce Gets Second-Level Compliance with EU Cloud Code of Conduct\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-gdpr-compliance-certification\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tAgentforce Obtains Second-Level Compliance with the EU Cloud Code of Conduct\u00a0\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t1 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/90920\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<p><strong>Use One Model or Many, but Commit to Singular Governance<\/strong><\/p>\n\n\n\n<p>For most customers, the underlying <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/ai-models\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI model<\/a> is just infrastructure. All they really want to know is that their SDR agent is closing more leads; their service agent is resolving issues faster.&nbsp; <\/p>\n\n\n\n<p>Yet some \u2014 typically with advanced technical teams or specialized requirements \u2014 want choice: OpenAI for certain use cases, Anthropic for others, Google&#8217;s models for specific tasks, or specialized models optimized for cost and performance.<\/p>\n\n\n\n<p>But every agent, regardless of which model powers it, has to operate within your enterprise&#8217;s governance framework.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Think of it like API discovery versus API security: knowing what&#8217;s available doesn&#8217;t mean every agent should have unrestricted access.<\/p>\n<cite>Srini Tallapragada, President and Chief Engineering &amp; Customer Success Officer<\/cite><\/blockquote>\n\n\n\n<p>When APIs came onto the scene, we learned that you need a central way to govern and monitor every API across the enterprise. Agents are no different \u2014 you need a command center to register, audit, and manage them, regardless of their source.<\/p>\n\n\n\n<p>Salesforce now supports open standards like MCP (Model Context Protocol) so agents can discover tools and capabilities across systems, but MCP alone isn&#8217;t enough. You still need the trust layer that enforces permissions, audit requirements, and compliance across everything. Think of it like API discovery versus API security: knowing what&#8217;s available doesn&#8217;t mean every agent should have unrestricted access.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-agentic-enterprise\"><strong>The Agentic Enterprise<\/strong><\/h2>\n\n\n\n<p>The companies that win this next phase won&#8217;t be the ones experimenting with AI \u2014 they&#8217;ll be the ones running on it.&nbsp;<\/p>\n\n\n\n<p>When CIOs ask me where to begin, I tell them: Pick one low-risk use case. Build one agent. Ship it. Then expand by connecting to more data, adding skills, and plugging into collaborative platforms<\/p>\n\n\n\n<p>Starting with lower-risk internal use cases \u2014 employee tools, knowledge management, channel summaries \u2014 is a good way to build organizational confidence and get quick wins. Once you prove it works, move to customer-facing deployments. Invite their feedback. Iterate.<\/p>\n\n\n\n<p>That&#8217;s how you escape pilot purgatory. That&#8217;s how you turn AI from potential into performance as an Agentic Enterprise.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-go-deeper\"><strong>Go deeper:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Watch <a href=\"https:\/\/www.salesforce.com\/plus\/experience\/dreamforce_2025\/series\/salesforce_on_salesforce_at_dreamforce_2025\/episode\/episode-s1e2\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce-on-Salesforce: 5 Agentic Lessons<\/a>&nbsp;<\/li>\n\n\n\n<li>Dive into Agentforce stories and lessons learned after more than a <a href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-agent-customer-service-salesforce-learnings\/\" target=\"_blank\" rel=\"noreferrer noopener\">million conversations<\/a> and the <a href=\"https:\/\/www.salesforce.com\/news\/stories\/first-year-agentforce-customer-zero\/\" target=\"_blank\" rel=\"noreferrer noopener\">one-year mark<\/a><\/li>\n<\/ul>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Key Takeaways Over the past year, I&#8217;ve had conversations with hundreds of CIOs, from regional banks to Fortune 100 enterprises. They all tell me the same thing: They are tired of demos. Yet another demo, another pilot, without getting business value.&nbsp; They see the potential. They\u2019ve invested in AI. But they can&#8217;t get to broad [&hellip;]<\/p>\n","protected":false},"author":763,"featured_media":90990,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1728],"sf_theme":[21184],"sf_topic":[21212,20528,21187],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[21201],"sf_visibility":[],"coauthors":[21154],"class_list":["post-90920","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-snapshots","sf_theme-agentic-ai","sf_topic-agentic-enterprise","sf_topic-agents","sf_topic-ai","sf_location-global","sf_collection-fy26-q4"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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