Salesforce, the market leader in customer relationship management software, and Google Cloud recently announced an expansion of their partnership initiated in 2017. Under this new agreement, Salesforce customers will be able to create Agentforce agents using Google's Gemini models and deploy Salesforce on Google Cloud.
The Agentforce platform, unveiled by the software publisher during its Dreamforce event in September 2024, has been available since last November. It allows businesses to develop autonomous AI agents tailored to their specific needs without deep development expertise.
These agents will be able to leverage the multimodal LLM Gemini to process images, audio, and video, thereby enhancing their ability to manage complex interactions such as customer service, workflow management, and internal process optimization. Thanks to a context window of two million tokens and real-time capabilities from Google Search via Vertex AI, the agents can analyze large volumes of data and provide more precise and well-documented responses.
For example, in the insurance sector, a customer could submit a claim with accompanying images and a voice message. The AI agent, powered by Gemini, would be able to assess the validity of the claim and provide a quick, contextualized response. If necessary, it could use speech synthesis to contact the customer.
Enhancing Customer Experience with AI
The strengthened integration between Salesforce Service Cloud and Google Customer Engagement Suite paves the way for a new generation of intelligent contact centers. Key features announced include:
- Real-time voice translation: eliminating language barriers through Google Cloud's natural language processing technologies;
- Agent-to-agent transfers: smooth management of multi-step customer interactions through conversational AI;
- Personalized agent recommendations: proactive directing of customer requests to the most suitable agent.
Furthermore, improved connections between Slack and Google Workspace are expected to boost employee productivity by facilitating the search and sharing of information between these platforms.
A Unified and Secure Infrastructure
A key aspect of this partnership is the hosting of Salesforce applications (Agentforce, Data Cloud, and Customer 360) on Google Cloud infrastructure. This synergy provides client businesses with access to a highly secure and AI-optimized infrastructure, with advanced features such as dynamic anchoring, zero data retention, and integrated toxicity detection within Salesforce's Einstein Trust Layer.
The upcoming availability of Salesforce offerings on Google Cloud Marketplace will simplify their acquisition and deployment. This interoperability between the two ecosystems will enable businesses to maximize their technological investments while benefiting from increased connectivity between their existing tools.