{"id":72170,"date":"2025-04-04T15:07:01","date_gmt":"2025-04-04T14:07:01","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=72170"},"modified":"2025-04-04T15:07:02","modified_gmt":"2025-04-04T14:07:02","slug":"salesforce-uki-cto-on-the-agentic-ai-opportunity-for-uk-businesses","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-uki-cto-on-the-agentic-ai-opportunity-for-uk-businesses\/","title":{"rendered":"Salesforce UKI CTO on the Agentic AI Opportunity for UK Businesses"},"content":{"rendered":"\n<p>Paul O\u2019Sullivan, Salesforce\u2019s SVP Solutions Engineering and UKI Chief Technology Officer, spoke to the <a href=\"https:\/\/open.spotify.com\/episode\/0A3zqRoA1J6Uhuwfyt2aDP\">IT Pro podcast<\/a> about how AI agents they can boost productivity and drive growth.&nbsp;<\/p>\n\n\n\n<p>He also shared examples of how companies like<a href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/heathrow-airport-customer\/\"> Heathrow<\/a> and <a href=\"https:\/\/www.salesforce.com\/uk\/customer-stories\/capita\/\">Capita<\/a> are using <a href=\"https:\/\/www.salesforce.com\/uk\/agentforce\/\">Agentforce<\/a> to enhance customer service and improve&nbsp; workforce efficiency.&nbsp;<\/p>\n\n\n\n<p><strong>Why it matters: <\/strong>As IT resource demands spike, <a href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/connectivity-report-announcement-2025\/\">new research<\/a> finds that 96% of European enterprise IT leaders have implemented or plan to implement<a href=\"https:\/\/www.salesforce.com\/uk\/agentforce\/what-are-ai-agents\/\"> AI agents<\/a> in the next two years. However, integration challenges hinder companies from fully realising the technology\u2019s potential to create a limitless digital workforce, which can significantly alleviate IT workload.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-x-large-font-size\" id=\"h-salesforce-perspective\"><strong>Salesforce perspective<\/strong><\/h2>\n\n\n\n<p>O\u2019Sullivan shared:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Agents will evolve:<\/strong> \u201cOrganisations are on a journey with their agents. Early use cases may limit actions and topics, but agents will evolve to drive resolutions. Businesses must develop comprehensive agent roadmaps beyond initial use cases.\u201d<\/li>\n\n\n\n<li><strong>How agents are bringing better experiences:<\/strong> \u201cCustomers are innovating with agents: For example, Heathrow Airport uses <a href=\"https:\/\/www.salesforce.com\/uk\/agentforce\/\">Agentforce<\/a> to harness real-time data, beacons, and flight information to answer traveller questions instantly. For the 40% of travellers who don\u2019t speak English as a first language, Agentforce\u2019s voice and text translation capabilities provide real-time language support, breaking down barriers and ensuring all passengers feel informed.\u201d<\/li>\n\n\n\n<li><strong>Revolutionising teamwork with digital labour collaboration:<\/strong> \u201cWith Agentforce <a href=\"https:\/\/www.salesforce.com\/uk\/slack\/agentforce\/\">embedded in Slack<\/a>, the way teams operate can be fundamentally transformed. AI agents act as collaborative partners, streamlining workflows, automating routine tasks, and delivering critical insights instantly. This integration allows teams to stay agile and concentrate on innovation and strategic goals, while agents handle the operational complexities.\u201d<\/li>\n\n\n\n<li><strong>Harnessing the power of data with responsible AI governance: <\/strong>\u201cData and governance are the backbone of effective AI agent deployment. By ensuring compliance, enhancing data literacy, and adopting ethical AI practices, organisations can unlock the full potential of AI while maintaining trust and accountability in a rapidly evolving digital landscape.\u201d<\/li>\n\n\n\n<li><strong>Shaping the future of AI at the London AI Centre: <\/strong>\u201cSalesforce\u2019s <a href=\"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2024\/06\/06\/ai-center-london\/\">London AI Center <\/a>is a hub of innovation, accelerating AI development and adoption while addressing the critical need for skills training. By fostering expertise in data, compliance, and prompt engineering, the centre ensures businesses and individuals are prepared to thrive in an AI-powered world.\u201d<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Salesforce\u2019s <a href=\"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2024\/06\/06\/ai-center-london\/\">London AI Center <\/a>is a hub of innovation, accelerating AI development and adoption while addressing the critical need for skills training. <\/p>\n\n\n\n<p class=\"has-medium-font-size\">Paul O\u2019Sullivan, Salesforce\u2019s SVP Solutions Engineering and UKI Chief Technology Officer<\/p>\n<\/blockquote>\n\n\n\n<p><strong>Learn more:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Listen to the podcast <a href=\"https:\/\/open.spotify.com\/episode\/0A3zqRoA1J6Uhuwfyt2aDP\">here<\/a><\/li>\n\n\n\n<li>Read more about <a href=\"http:\/\/agentforce\">Agentforce<\/a><\/li>\n\n\n\n<li>Learn more about <a href=\"https:\/\/www.salesforce.com\/uk\/data\/?d=cta-body-promo-8\">Salesforce Data Cloud<\/a><\/li>\n\n\n\n<li>Read about how <a href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/ai-agent-retail-trends-2025\/\">AI agents are transforming the future of retail<\/a><\/li>\n<\/ul>\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=\"73710\"\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\/uk\/news\/stories\/agentic-enterprise-operating-system\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" 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Pro podcast about how AI agents they can boost productivity and drive growth.&nbsp; He also shared examples of how companies like Heathrow and Capita are using Agentforce to enhance customer service and improve&nbsp; workforce efficiency.&nbsp; Why it matters: As IT [&hellip;]<\/p>\n","protected":false},"author":267,"featured_media":72173,"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":[],"tags":[],"sf_content_type":[4019],"sf_theme":[4064],"sf_topic":[8727,3978,8284],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[4088],"sf_collection":[],"sf_visibility":[],"coauthors":[3995],"class_list":["post-72170","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshots-interview","sf_theme-artificial-intelligence","sf_topic-agents","sf_topic-artificial-intelligence","sf_topic-enterprise-ai","sf_location-uki"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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