BENGALURU: Even as the professional landscape reflects a growing synergy between human and autonomous agents, Arundhati Bhattacharya, president & CEO of Salesforce – South Asia, said the advent of this synergy created new job roles, including unstructured engineers, ML engineers, and prompt engineers.
She said that while the transition might cause some pain in the industry with some skills made redundant, it would eventually lead to the creation of new employment opportunities. “There will be some pain in transition. There always is. But at the end of the day, you will find many new jobs being created, jobs that were not there at all. We didn’t know about retrieval-augmented generation (RAG) till recently. We didn’t have this many ethics officers or compliance officers.So, the nature of jobs will change,” Bhattacharya said here on Friday.
Last year, Salesforce unveiled its autonomous AI application, Agentforce, which provides specialised support to employees or customers. Agentforce interacts with customers through multiple channels around the clock in natural language. It defines security guardrails and knows when to seamlessly escalate to human employees.
“Agentforce will allow humans to become more human. Instead of wasting time on my screen replying to repetitive stuff, those can be done by the agent while I call a client and talk to them. I use agentic AI in my work life, which assists me in summarising calls and getting the transcript when we are not able to be present on the calls. We have a lot of training sessions, and we were required to pitch to our peers to confirm that the training was complete.Agentforce doesn’t give me passing marks just because I’m the boss. It tells me exactly where my tone went wrong and where my language was incorrect. It’s very objective,” Bhattacharya said.
Currently, 30% of the code is written by agents. Arun Parameswaran, EVP & MD of sales at Salesforce South Asia, said that 50% of the code will be done by agents by the end of this year. Salesforce’s Agentforce, an AI platform that allows organisations to create and deploy autonomous AI agents, has an accuracy of 93% for a European airline client. Regarding Salesforce’s own helpline, 84% of the queries are being answered by agents, and the escalation has been reduced by 50%.
Among Salesforce’s clients is Air India, which recently adopted Agentforce to enhance its user interface. It claims that the refund process of the airline has been drastically reduced with the use of Agentforce.
The current macroeconomic stress induced by the tariff wars has not impacted the business, but its clients are in a wait-and-watch mode, Parameswaran said. India continues to be a critical growth market for Salesforce, and the company’s expanding investment in the region reflects this commitment. Salesforce has an online learning platform called Trailhead. Its Trailblazer community – including developers, admins, architects, IT leaders, and customer innovators – has over 3.9 million members across India.
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