“ Agentforce truly enables end-to-end transformation”
Paul O’ Sullivan, SVP of Solution Engineering and UK & I CTO, Salesforce
Enhancing experiences from shopping to sport Agentic AI does more than some intelligence systems – it is designed to operate with a high degree of autonomy, moving beyond simple text generation to actively plan, make decisions and execute multi-step tasks.
These agents can break down a user’ s objective into steps, call software tools, retrieve data and complete tasks, from answering questions to updating records. The breadth of use cases emerging on Agentforce is central to how Paul sees Agentforce becoming, well, more of a force.
Pandora epitomises this. With Agentforce, it built a personal shopper agent named Gemma, designed to support customers from discovery through to purchase. Gemma uses customer data stored in Salesforce’ s Customer 360 platform and natural language prompts to recommend products and guide buyers, helping to reduce friction in digital commerce journeys. And what truly sets Gemma apart is the fact that customers can make purchases directly with Pandora, without leaving Gemma’ s communication function. Then, there is LIV Golf.
36 March 2026