Salesforce highlighted the next generation of AI service agents at ts Agentforce world tour in London
How businesses can get involved For businesses looking to join the thousands already using Agentforce, Paul advocates a hands-on approach.
“ The biggest thing in all of this is just give it a go,” he insists.“ Break that barrier of,‘ I’ m not sure, I feel a bit uneasy, it’ s something new.’”
He emphasises the importance of celebrating both successes and failures during the learning process, noting that agents can be operational in as little as two weeks, though continuous iteration is essential.
The technology’ s rapid deployment means that perfection is a promise. Instead, Paul stresses the importance of ongoing refinement.
“ We need to iterate on our agents because we’ ll always be going through a fine tuning process of making sure that we’ ve got the right guardrails, the right controls.”
“ This next five years won’ t slow down. The train’ s about to depart and we need to be on it together”
PAUL O’ SULLIVAN SVP OF SOLUTIONS ENGINEERING, SALESFORCE
60 August 2025