AI agents are changing how companies serve internal and external users alike.

At Salesforce Inc., the artificial intelligence-driven Agentforce platform brings these autonomous tools to IT and HR support — automating conversations, anticipating user needs and improving response time, according to Muddu Sudhakar (pictured), senior vice president and general manager of IT and HR service at Salesforce.

Salesforce’s Muddu Sudhakar talks with theCUBE about how AI agents are transforming the digital landscape through automation and intelligence.

“The new world is Agentforce IT service,” Sudhakar said. “How do we make customers happy in terms of experience? How do you use AI agents on top of Agentforce to automate as many conversations? I want to launch a proactive service, which is conversational first, agent first, and meet the user where they are. That is Slack first and Teams ready at the launch and that’s the opportunity.”

Sudhakar spoke with theCUBE’s John Furrier and George Gilbert at Dreamforce, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed the growing impact of AI agents and how Salesforce is expanding their real-world applications. (* Disclosure below.)

The role of AI agents in IT service management

By integrating automation and AI agents, IT service management moves from reactive support to proactive engagement. Salesforce supports this shift through its Agentforce platform and Data Cloud , according to Sudhakar.

“The first thing we have to do is make sure that most mundane tasks are automated,” he said. “You have to have AI agents, but they need data. Sometimes it could be in some third-party systems, and that is where the zero-copy Data Cloud really gave the foundation. Then, the context layer came in. Then, the Agentforce platform came to build the agents. I have an agent for software collaboration, application provisioning, software access, network agent [and] root-cause analysis agent.”

AI agents are also reshaping IT asset management and observability, turning them into proactive, intelligent systems. The result is fewer manual tasks, more accurate issue prediction and stronger compliance and reliability, according to Sudhakar.

“This year is all about agents and agenting,” he said. “We want to go into IT asset management, that’s hardware, software. We want to go into IT compliance, [governance, risk and compliance]; we want to go into the future world of enterprise service management, and finally go into AI observability [and] AIOps.” 

Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of Dreamforce:

(* Disclosure: TheCUBE is a paid media partner for Dreamforce. Neither Salesforce Inc., the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE