Customers expect you to remember who they are and where the last conversation ended. When context is missing and they have to repeat details or wait while teams piece together information, frustration builds.
That frustration can be avoided with the right AI and data foundation that allows AI agents to securely access trusted, built-in context. Unified data enables these agents to understand a request based on relevant account data, complete tasks inside business systems, and, importantly, carry the conversation forward.
This is the agentic enterprise. Here’s how to get there.
From answering questions to completing work
Agentic technology shifts AI from passive assistance to proactive action, orchestrating work across entire business workflows from end to end.
Rather than a human copying data into a CRM system, for example, an AI agent can check a shipment’s status in the data warehouse, identify a delay, update the CRM record, and send the customer a discount code. The entire workflow is triggered by a high-level goal to improve client retention.
Thanks to deep integrations between Salesforce and Google Cloud, this is the agentic enterprise in action. It’s easy to connect Salesforce Data 360, Google Workspace, and Slack so customers, employees, and AI agents can collaborate seamlessly across the channels they use every day. These integrations:
- Give agents the trusted context they need to act securely across systems and workflows.
- Offer a complete view of the customer so every interaction is informed by the same trusted data.
- Provide a platform that allows agents and humans to work together and access data, workflows, and logic.
When employees and autonomous agents work together in real time, customers are more likely to feel recognized because resulting decisions reflect specific context within customer accounts.
That said, a context-aware AI agent is only as smart as its last data sync. Making decisions based on 12-hour-old data is more akin to hallucinating with confidence. That’s why zero-copy technology is a key capability. Together, Google Cloud BigQuery and Salesforce Data 360 allow AI agents to securely access live enterprise data in real time — without moving, duplicating, or synchronizing it.
Scale your agentic enterprise
When you’re ready to scale, AI agents can perform actions such as processing a refund or changing a record. Before that can happen, your infrastructure must be ready to control what data can be accessed, what actions AI agents are allowed to take, and how errors or misfires can be contained.
Google Cloud and Salesforce have eased this agentic journey for customers with key integrations between their platforms, including Data 360, Agentforce, Headless 360, Gemini Enterprise, and BigQuery. They connect data silos to ensure every customer interaction is accurate and consistent.
Co-innovations from Google Cloud and Salesforce turn global intelligence and customer insight into immediate action with AI — easing the path to the agentic enterprise.