The AI revolution is accelerating. And, two tech giants are making sure businesses aren’t left behind. In a major expansion of their partnership, Salesforce and Google Cloud are giving companies more choice and flexibility when building AI-powered customer service agents (aka Agenetic AI) .This means businesses can now integrate Google’s powerful Gemini AI models with Salesforce’s Agentforce to create smarter, more efficient AI solutions tailored to their needs.
What’s changing?
For years, businesses have had to rely on limited AI options, often locked into a single provider’s tools. But with this new collaboration, Salesforce customers can now build and deploy AI-powered agents using Google’s Gemini models while also running their Salesforce applications on Google Cloud’s secure, AI-optimised infrastructure. This allows companies to work seamlessly across both platforms without data restrictions. And, makes AI implementation more accessible and customisable than ever before.
AI isn’t just a futuristic buzzword – it’s here-and-now game-changer in industries from travel to beauty. According to Salesforce, AI-powered customer service agents represent a $2 trillion market opportunity. Plus, a whopping 84% of CIOs believe AI will be as transformative to businesses as the internet itself.
By integrating Google’s Gemini AI, businesses using Salesforce can enjoy:
- Smarter AI agents that can interpret images, voice, and text for better customer interactions.
- Real-time insights using Google Search data to enhance decision-making.
- More personalised service through advanced AI-driven analytics and automation.
- Stronger security with built-in bias detection and encryption to ensure responsible AI use.
AI in action: The business benefits
Imagine an online retailer like Wayfair using AI to personalise shopping experiences. With Salesforce and Google Cloud working together, AI agents can instantly analyse customer preferences, answer questions, and even predict future purchases. In the insurance world, AI interprets photos, voicemails, and documents in seconds. This results in processing claims faster, eliminating delays, and improving customer satisfaction.
Beyond customer service, this partnership is set to transform workplaces. Deeper integrations between Salesforce and Google’s productivity tools—like Slack and Google Workspace—will streamline workflows. Employees will be able to access files, communicate, and collaborate more efficiently, all with AI-powered assistance guiding their tasks.
Additionally, new features such as real-time voice translation and sentiment analysis will help businesses break language barriers and better understand customer emotions. AI-powered virtual assistants will also be able to hand off complex tasks to human agents seamlessly, ensuring a smooth customer experience.
The future of Agenetic AI
Businesses can expect these new capabilities to roll out throughout 2025. With deeper integrations between Salesforce, Google Cloud, and AI-driven analytics tools like Tableau and Looker, companies will have a more unified view of their data, enabling smarter decisions and improved efficiency.
This partnership is just the beginning of a broader movement toward AI-driven business solutions. By giving companies more choice, flexibility, and security, Salesforce and Google Cloud are paving the way for a new era of intelligent, autonomous customer service.