How Infosys and Salesforce Are Revolutionizing Customer Service with AI-Powered Agentforce Solutions

Infosys Topaz™ Integrates with Salesforce's Generative AI for Enterprise Transformation

Infosys Topaz™ works with Salesforce's generative AI capabilities to help enterprises navigate their agentic transformation and scale their digital workforce.

Infosys, a global leader in next-generation digital services and consulting, has announced the Infosys Customer Experience Suite for Salesforce. This comprehensive suite builds on a longstanding collaboration and enhances efforts to deliver advanced Agentforce solutions, supporting enterprises in their digital transformation initiatives. The solutions are designed to accelerate agentic transformation, empowering businesses to effectively scale their digital workforce, enhance customer experiences, and achieve tangible business results.

Leveraging AI for Streamlined Customer Interactions

Using Infosys Topaz—an AI-first set of services, solutions, and platforms—along with Salesforce's agentic AI capabilities, these Agentforce solutions enable enterprises to:

• Automate processes such as service inquiries, sales tasks, and employee support
• Enhance personalization by delivering tailored, context-aware experiences
• Ensure seamless integration with broader ecosystems to optimize workflows and boost efficiency
• Support real-time processing for immediate decision-making and dynamic customer interactions
• Adhere to ethical and regulatory standards

The goal is to equip enterprises with scalable, AI-driven solutions that drive measurable efficiencies across sales, services, and marketing channels, ensuring operational success.

Real-World Success Stories

Infosys deployed Agentforce SDR to revolutionize the sales process for a leading research institute, addressing inefficiencies and reducing response time. In another case, Infosys helped a renowned media house transform its customer service operations by leveraging Salesforce's agentic AI solutions. This led to significant reductions in transactional inquiries, spam, and case handling time, ultimately elevating customer satisfaction scores.

Executive Insights

Dinesh Rao, EVP & Chief Delivery Officer at Infosys, stated: "Agentic AI is redefining how enterprises operate. Through our strengthened collaboration with Salesforce and our capabilities for Agentforce, we are uniquely positioned to empower businesses to excel in this new era. By integrating cutting-edge technology offerings, such as Infosys Topaz, and a deep understanding of our clients' needs, we are empowering businesses to unlock sustainable growth, enhance productivity, and build a foundation for long-term success in an AI-powered world."

Phil Samenuk, SVP of Global Alliances & Channels and Outsourcing Service Providers at Salesforce, added: "The Agentforce platform represents the next evolution of AI services, leveraging powerful generative AI and agentic AI capabilities to elevate value for enterprise as well as customer operations. The collaboration with Infosys enables Salesforce to help customers conceptualize and adapt Agentforce faster and at scale, through industry agentic AI solutions."

Fluido's Role in the Collaboration

Fluido, an Infosys company, has been a key enabler in this collaboration, championing Salesforce-powered transformations and ensuring impactful outcomes for clients. For example, Fluido helped VTT, one of Europe's leading research and technology organizations, reimagine their customer experience by applying process simplification and data harmonization with AI at the core to drive business benefits.

Marko Koistila, EVP Commercial Operations at VTT, shared: "Our sales team previously spent too much time on low-value tasks like lead grooming instead of fostering client relationships. Agentforce automated the lead process, including contextual emails and meeting setups, allowing our team to focus on collaboration and delivering superior customer experiences. Having Infosys, along with Fluido as our expert partners, VTT became one of the first organizations outside Salesforce to implement a live SDR Agentforce agent. Building on this success, we are collaborating to develop two additional Agentforce agents for other areas of organizational support."

About Infosys

Infosys is a global leader in next-generation digital services and consulting, with over 320,000 employees working to amplify human potential and create opportunities for people, businesses, and communities. The company enables clients in 59 countries to navigate their digital transformation, powered by cloud and AI, with an AI-first core and a commitment to agile digital at scale.