Overview

• At Dreamforce, Salesforce launched Agentforce 360 to connect employees and customers to AI agents and promoted an “agentic” enterprise model that it says elevates human work rather than replaces it.
• Salesforce and OpenAI will surface Agentforce 360 inside ChatGPT, and a new Agentforce Commerce feature will let U.S. shoppers complete instant purchases in ChatGPT for Salesforce merchants.
• Salesforce committed $15 billion over five years in San Francisco, including an AI incubation center, and separately pledged $1 billion in Mexico to accelerate adoption through talent, infrastructure and technology.
• Customer case studies cited by Salesforce include Reddit diverting 46% of support cases and cutting average response times from 8.9 to 1.4 minutes, with other brands piloting agents for service, sales and operations.
• Labor reports from Adecco and the WEF point to fast‑rising demand for AI, data and cybersecurity skills and continuous training, as media and music companies test blocking, lawsuits or licensing for generative‑AI use and audiences criticize some AI‑made promos.