Salesforce Inc. is imbuing its 16-year-old Service Cloud with artificial intelligence agents in a new suite designed to deliver what executives described as a “conversation-first, agent-first” ...

IT service was built to bring structure to chaos. But for many organizations today, it’s become a source of it. The ticket queues keep growing. Processes feel rigid. And employees often feel ...

Even though Salesforce is investing heavily in agentic AI, executives recognize the limitations of the technology. The large language models that power the technology can’t achieve 100% accuracy, ...