“Every Australian business leader I speak to is facing the same perfect storm — rising customer expectations, a tight labour market, and flat productivity. AI agents aren’t a future ambition; they’re the answer available right now.”
– Frank Fillmann, Executive Vice President & General Manager, Salesforce Australia and New Zealand
Salesforce has transformed operations with agentic AI by embedding AI agents across the business to support productivity, workforce automation, customer experience and innovation.
Using a “Customer Zero” approach, the company deployed its Agentforce platform internally, integrating AI agents into existing everyday workflows to simplify work, scale execution and improve operational efficiency.
The results were significant. The sales team improved pipeline management, with AI autonomously following up 53,000 previously untouched leads, saving staff 150 hours each month and accelerating quote creation by 75 per cent.
The transformation also improved web discovery and lead qualification, delivering higher conversion rates and faster customer engagement while enabling employees to focus on higher‑value work.
At the same time, the cross-functional model helped break down departmental silos, replace sequential handoffs with shared ownership of the customer journey and uncover value in dormant leads.
To support adoption, Salesforce invested in AI training and certifications across its workforce, building the skills needed for employees to work effectively alongside agentic AI systems.
“We didn’t just deploy AI at Salesforce to do the same things faster. We used it to fundamentally rethink how work gets done. The results speak for themselves, and we’re only just getting started.“
– Frank Fillmann, Executive Vice President & General Manager, Salesforce Australia and New Zealand