Salesforce crowdsources AI roadmap from customers
Salesforce is actively engaging with its customers to shape its AI product roadmap, meeting with some of them weekly. The company introduced its AI agent management platform, Agentforce, in late 2024 and has since made swift updates for voice AI and Slack. Jayesh Govindarajan, Salesforce AI's executive vice president, highlighted the valuable insights from its 18,000 customers that contribute to success. Muralidhar Krishnaprasad, president and CTO of Salesforce engineering, mentioned that the emergence of LLMs revealed a gap in last-mile technology, leading to the creation of Agentforce. Elia Wallen, founder and CEO of Engine, noted that his team collaborates weekly with Salesforce, influencing AI tool enhancements. PenFed's Shree Reddy shared that the credit union utilized Agentforce to develop an ITSM workflow, which Salesforce later expanded across its platform. Krishnaprasad stressed the importance of adapting to rapid changes on a weekly basis.
Key facts
- Salesforce meets with some customers weekly to crowdsource its AI roadmap.
- Agentforce, an AI agent management platform, launched in late 2024.
- Jayesh Govindarajan is executive vice president at Salesforce AI.
- Muralidhar Krishnaprasad is president and CTO of Salesforce engineering.
- Engine founder Elia Wallen meets Salesforce weekly and saw feedback implemented on an AI voice agent.
- PenFed developed an ITSM workflow using Agentforce that Salesforce adopted broadly.
- Salesforce created a new AI team after ChatGPT's release.
- The company uses a bottom-up strategy with themes like agent context and observability.
Entities
Institutions
- Salesforce
- Salesforce AI
- TechCrunch
- Engine
- PenFed
- Agentforce
Locations
- Chicago
- United States