**Toronto**: Salesforce and Google have announced a strategic partnership expansion, integrating Google’s Gemini models with Agentforce. This collaboration aims to enhance AI capabilities for businesses, allowing for improved customer interactions and operational efficiencies through advanced tools and real-time insights.
Salesforce and Google have formally announced an expansion of their strategic partnership aimed at enhancing artificial intelligence (AI) capabilities through the integration of Google’s Gemini models with Salesforce’s Agentforce. This cooperative venture is set to provide businesses with advanced tools for creating tailored AI solutions while ensuring they are not confined to a single provider.
The integration will enable Agentforce to tap into Gemini’s multi-modal capabilities, allowing for dynamic engagement with images, audio, and video in addition to real-time insights sourced from Google Search. An enhanced integration between Salesforce’s Service Cloud and Google’s Customer Engagement Suite is also on the horizon, which promises to elevate contact centre operations through real-time voice translation and AI-powered insights across various communication channels.
In a statement, Srini Tallapragada, Salesforce’s President and Chief Engineering and Customer Success Officer, outlined the significance of this partnership. Speaking to eCommerceNews Australia, he said, “Through our expanded partnership with Google Cloud and deep integrations at the platform, application, and infrastructure layer, we’re giving customers choice in the applications and models they want to use. Salesforce offers a complete enterprise-grade agentic AI platform that makes it easy to deploy new capabilities easily and realise business value fast.” He emphasised the potential of Google Cloud, referring to it as a pioneer in enterprise agentic AI and stating that the collaboration will create an environment where businesses can effectively scale with digital labour.
Thomas Kurian, CEO of Google Cloud, echoed this sentiment, noting that Salesforce’s decision to select Google Cloud as a primary infrastructure provider offers enterprise customers the capability to deploy critical applications on a highly secure, AI-optimised infrastructure without complications. He conveyed that the expanded partnership would facilitate a more seamless experience for mutual customers, thereby accelerating their AI transformations through state-of-the-art AI models and data analytics.
Sarah Tan, Chief Technology Officer at Wayfair, added insights into the partnership, stating, “At Wayfair, we’re deeply committed to using data and AI to create exceptional customer experiences. The Salesforce and Google Cloud partnership, particularly the availability of Salesforce on Google Cloud infrastructure and the integration of Agentforce and Gemini, offers powerful new capabilities to personalise interactions and empower our teams to better serve our customers.”
The enhanced integration is expected to bolster Agentforce’s functionalities by enabling the use of up-to-the-minute data from Google Search, thus improving the accuracy and context of the responses generated by AI agents. This is particularly critical in sectors such as supply chain management, where timely data is vital for pre-emptively managing potential disruptions.
Incorporation of Gemini models within Agentforce will afford businesses the flexibility to select the models that best fit their operational needs. The anticipated multi-modal capabilities mean that AI agents will have the ability to comprehend and process not just text, but also images, audio, and video content.
Utilising Google’s advanced computing technology is expected to enhance the speed and efficiency of AI model processing, which could lead to faster response times and a reduction in operational costs. As Salesforce products are made available on Google Cloud, customers will also be able to procure these offerings through the Google Cloud Marketplace, which is expected to streamline operations and optimise investments.
The partnership aims to enhance both employee productivity and customer service. The integration promises seamless cross-platform operations, allowing users to leverage the combined strengths of Salesforce and Google Cloud services. Moreover, plans are underway for enhanced interoperability between Salesforce Service Cloud and Google’s suite, including integrations within Slack and Google Workspace.
Additional integrations across the Salesforce Data Cloud, Google BigQuery, and the Cortex Framework are anticipated to create a more unified data management ecosystem, offering substantial advantages to businesses that participate in this collaborative initiative.
Source: Noah Wire Services
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