THE TECHNOLOGY INTERVIEW
S alesforce is betting that AI agents will become as essential to enterprises as customer relationship management itself. For Paul O’ Sullivan, CTO for the UK & Ireland and SVP of Solution Engineering, that shift is already well under way.
Speaking to Technology Magazine at the Agentforce World Tour in London, Paul points to the inflection point where digital labour – delivered through AI agents – is moving from experimentation to large-scale production. Customers from Thames Valley Police and Pandora to FedEx and PepsiCo are all looking to automate routine work while deepening human engagement through the power of Agentforce.
In short, Agentforce is Salesforce’ s AI platform for designing, deploying and managing autonomous agents that plug directly into core business workflows across sales, service, marketing and beyond. What sets it apart is its ability to draw on an organisation’ s own data to deliver relevant, secure and proactive automation that goes far beyond a simple chatbot – enabling systems that can genuinely reason, act and collaborate across departments.
“ If we go back a year, we launched Agentforce – the first agent platform globally – which is incredible,” Paul says.“ Fast forward to today and our customers have completed 1.2 billion triggered workflows through agentic processes and agents, which is remarkable, in just 12 months.
“ Customers have completed 1.2 billion triggered workflows through agentic processes and agents in just 12 months”
Paul O’ Sullivan, SVP of Solution Engineering and UK & I CTO, Salesforce
“ Looking ahead another 12 months, we’ ll see even wider adoption. Customers will increasingly leverage the power of AI across everything they do. Agentic AI will transform the entire value chain – from marketing and prospecting, through outreach and sales conversion, to service and customer care.“ Agentforce truly enables end-to-end transformation.”
The impact of Agentforce For Paul, the customer stories that bring him the most joy and fulfilment are those where AI agents sit directly between organisations and the people they serve.
Thames Valley Police, for example, launched an AI-powered assistant – aptly named Bobbi – to handle queries from the public online and alleviate pressure on its human workforce, allowing them to focus on contact that requires compassion and sensitivity.
28 March 2026