Salesforce & Google enhance AI with expanded partnership

Salesforce and Google have announced an expansion of their partnership to enhance AI capabilities through the integration of Google's Gemini models with Salesforce's Agentforce.

As part of this expanded partnership, Agentforce will benefit from Gemini's multi-modal capabilities, allowing agents to engage with images, audio, and video, alongside receiving real-time insights from Google Search. Enhanced integration between Salesforce Service Cloud and Google's Customer Engagement Suite is also planned, improving contact centre operations with real-time voice translation and AI-driven insights across all communication channels.

Salesforce's Agentforce, Data Cloud, and Customer 360 Apps will be hosted on Google Cloud infrastructure, facilitating access to new regions and simplified procurement processes. This partnership aims to provide businesses with the flexibility to create tailored AI solutions without being restricted to a single provider.

Srini Tallapragada, Salesforce President and Chief Engineering and Customer Success Officer, stated, "Through our expanded partnership with Google Cloud and deep integrations at the platform, application, and infrastructure layer, we're giving customers choice in the applications and models they want to use. Salesforce offers a complete enterprise-grade agentic AI platform that makes it easy to deploy new capabilities easily and realise business value fast. Google Cloud is a pioneer in enterprise agentic AI, offering some of the most powerful, capable models, agents, and AI development tools on the planet. Together we are creating the best place for businesses to scale with digital labour."

Thomas Kurian, CEO of Google Cloud, noted, "Salesforce's selection of Google Cloud as a major infrastructure provider means enterprise customers can now deploy some of their most critical applications on our highly secure, AI-optimised infrastructure — with minimal friction. Our mutual customers have asked us to be able to work more seamlessly across Salesforce and Google Cloud, and this expanded partnership will help them accelerate their AI transformations with agentic AI, state-of-the-art AI models, data analytics, and more."

Fiona Tan, CTO of Wayfair, commented on the partnership, "At Wayfair, we're deeply committed to using data and AI to create exceptional customer experiences. The Salesforce and Google Cloud partnership, particularly the availability of Salesforce on Google Cloud infrastructure and the integration of Agentforce and Gemini, offers powerful new capabilities to personalise interactions and empower our teams to better serve our customers."

The collaboration provides Agentforce with enhanced capabilities to utilise up-to-the-minute data through Google Search, improving the accuracy and context of responses. This integration is expected to improve functionalities in fields such as supply chain management, where real-time data can proactively manage disruptions.

Gemini models will be employed within Agentforce, ensuring businesses have the flexibility to select models that suit their needs. The integration will support multi-modal capabilities, allowing AI agents to process images, audio, and video.

The use of Google's computing technology promises to enhance the speed and efficiency of AI model processing. This is anticipated to deliver faster responses, which may reduce operational costs.

As Salesforce products become available on Google Cloud, customers will have the opportunity to procure offerings via the Google Cloud Marketplace, opening up new avenues for optimising investment and streamlining operations.

The integration aims to enhance employee productivity and customer service by allowing for seamless cross-platform work, using both Salesforce and Google Cloud services. Plans are in place for enhanced capacity through integrations between Salesforce Service Cloud and Google's suite, as well as within Slack and Google Workspace.

Further integrations across the Salesforce Data Cloud, Google BigQuery, and the Cortex Framework will create a more unified data management ecosystem, offering significant benefits to businesses.