Salesforce has played a crucial role in the development and deployment of agentic AI infrastructure, particularly through its flagship agent builder and management platform, Agentforce. Recently, usage data from Agentforce and other Salesforce products has been compiled to create The Agentic Enterprise Index.
This new report aims to provide readers with an overview of the emerging “Agentic Enterprise.” It highlights how and where AI agents are being utilized and, importantly, the business impact of this new digital workforce.
What Are the Findings?
Before we look into the findings of The Agentic Enterprise Index, let’s dive into how the data was gathered. Significantly, Salesforce tapped Agentforce and other proprietary tools to aggregate data for analysis along with data from over 2,000 responses from the company’s global research studies.
Regarding the data that was included in the findings, The Salesforce Agentic Enterprise Index only analyzed AI agent and activity data from companies that had “activated agents in production every month across the analysis period” — January to June 2025.
The report indicates that the transition to an agent-based, AI-driven workplace is already in progress, with agents influencing various aspects of businesses. The primary areas being impacted are sales and service use cases, followed closely by internal operations. According to the analysis conducted by Salesforce, the top 10 actions performed by agents are as follows:
1. Query and identify records
2. Draft and schedule emails
3. Retrieve information from knowledge base for conversation replies
4. Summarize records
5. Create customer service cases
6. Create and update records
7. Identify and extract relevant information from conversations
8. Generate briefs and create campaigns
9. Provide recommendations
10. Query and book reservations
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Significant Data
The report identified several key findings regarding the use of AI agents. Most notably, it revealed that agent creation among early adopters increased by 119% during the first six months of deployment. Concerning service use cases, the average daily number of customer service conversations initiated by an agent grew at an average monthly rate of 70%.
Additionally, between January and June 2025, customer service conversations with AI agents experienced an average compound annual growth rate (CAGR) of 2,199%. In relation to employee interactions, these grew at an average monthly rate of 65% during the first six months of 2025. Furthermore, actions taken by agents in response to these interactions increased at an average rate of 76% per month.
The report highlighted that the sectors driving the growth of AI agents were predominantly consumer-facing industries, including financial services, travel and hospitality, and retail. “AI agents are already beginning to act as incredible force multipliers for businesses and consumers,” said Joe Inzerillo, Chief Digital Officer at Salesforce. “The Index shows that agents are fundamentally changing the way businesses work, and the more companies use and scale these agents, the greater efficiency and value they’re able to unlock.”
Closing Thoughts
Along with highlighting insights on how AI agents were deployed and utilized in businesses, it also addressed the impact on consumers. In fact, the findings showed that:
94% of customers who observed an agent in the chat window went on to engage with them in the first half of 2025.
This is significant. Around this time last year, Salesforce released research on consumer trust that found a relatively low percentage of users were happy to engage AI agents during customer experiences. In fact, only 39% of Gen Z respondents indicated they were willing to work with an agent over a person for faster interactions. This willingness dropped to just 22% among Baby Boomers.
The rapid adoption of AI agents by companies is clearly influencing the growth of consumer trust and accessibility. However, it’s impossible to ignore the massive advances in technology from companies like Salesforce that are driving this adoption on both sides of the consumer-business relationship. The AI Era is evolving quickly, but as long as these advancements are as capable as they are rapid, it seems the public is happy to embrace them.
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