Salesforce Adds 6,000 Enterprises Despite AI Risk Concerns

"The minute you start to put this tech in front of customers, there's the risk of what could happen if the AI says the wrong thing or does the wrong thing. There's plenty of folks out there that are intentionally trying to get the AI to do the wrong thing." Hasan noted that while the underlying large language models powering Agentforce -- including technology from OpenAI and Anthropic -- are broadly available, the enterprise governance infrastructure is not. You don't need Agentforce to go build a chatbot," Hasan said.

"What Agentforce helped us do more quickly and with more confidence is build something that's more enterprise-ready. So there's toxicity detection, the way that we handle PII and PII tokenization, data security and creating specific firewalls and separations between the generative tech and the functional tech, so that the AI doesn't have the ability to just go comb through all of our customer and order data." The trust concerns appear well-founded. The Information reported that among Salesforce's own executives, trust in generative AI has actually declined -- an acknowledgment that even insiders recognize the technology requires careful deployment.

Corporate travel startup Engine deployed an AI agent in 12 days and saved $2 million For Engine, a corporate travel platform valued at $2.1 billion following its Series C funding round, the business case for Agentforce crystallized around a specific customer pain point: cancellations. Demetri Salvaggio, Engine's Vice President of Customer Experience and Operations, said his team analyzed customer support data and discovered that cancellation requests through chat channels represented a significant volume of contacts -- work that required human agents but followed predictable patterns.