Evolution of Salesforce in Customer Experience

“You need to manage your labor force now of humans and AI agents very differently”,  says Kishan Chetan, EVP & General Manager of Service Cloud at Salesforce, who argues service now means managing a blended workforce. In conversation with Anurag Rana, senior technology analyst at Bloomberg Intelligence in this episode of Tech Disruptors, he notes productivity gains of about 30% for some customers adopting agents in customer-service workflows, increasing reliance on the platform to orchestrate them. He also outlines the importance of command-center visibility for coordinating human-and-AI work, side-by-side agents that lift rep productivity, autonomous resolution across channels, and why a single platform matters as companies replace stitched-together stacks.