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全球 AI CRM 領導者 Salesforce 發布針對 2026 年的「AI 未來趨勢預測」，隨著企業 AI 應用從單純的文本生成跨入實際行動，2026 年將是「代理式企業（Agentic Enterprise）」全面落地的關鍵年。儘管 Salesforce 研究顯示 CIO 對 AI 的採用率飆升了 282%，但「數據信任」仍是企業擴展自動化的最大挑戰 Salesforce 整合內部分析與全球市場數據，歸納出 2026 年值得企業關注的三大 AI 趨勢： 趨勢一、 未來是「多代理人系統」、AI 「對結果負責」的時代 Salesforce 預測未來企業的 AI 代理人應用自主性將大幅提高，迅速轉向「精心編排的數位勞動力（Orchestrated Workforce）」模式，並且 AI 將為工作結果負起責任。所以企業需要建立多個 AI 代理人共同協作的團隊，並且 AI 代理人的角色將不只是單純接受指令，而必須為工作結果負責。如同 Slack 作為企業的代理式工作作業系統 (Agentic Work OS)，可以協助人類與多個 AI 協作，內建其中的 Slackbot 更具備了在系統中，針對不同任務自動調度不同 AI 代理人的能力。 協作取代溝通孤島：單一的 AI 代理人將成為數位孤島，難以規模化應用。代理式企業真正的成功在於建立一個「多代理人系統」，由主要的「指揮官代理人（Orchestrator Agent）」指揮其他專業代理人，執行跨部門、跨系統的協作。 成果導向：無論是提升客戶滿意度或增加銷售管道，AI 代理人將具備深度的組織意識，主動學習如何調度人員、流程與數據來達成業務成果。 事件驅動：代理人將獲得自主權，基於特定事件（如偵測到效能問題）自動觸發工作，例如自動指示開發代理人進行修復與測試，而無需人類手動提示。 人類角色的轉變：人類將轉型為高階監督者，利用 AI 可觀測性工具來設定護欄、確保道德規範，並監督整個數位團隊的績效。 趨勢二、信任即品牌：AI 體驗將決定企業競爭力 到了 2026 年，品牌的定義將不再只是商標或口號，而是取決於 AI 代理人如何代表企業的品牌，提供使用者良好的互動體驗。因此企業需要基於深度的客戶數據，打造真正理解客戶的 AI 代理人，來提供客戶高度客製化的數位互動。例如 Agentforce 平台即是深度整合 CRM 系統中的客戶數據及流暢的 AI Agent 功能，幫助 AI Agent 基於客戶資料，提供客製化服務。 AI 是終極品牌大使：那些能提供聰明、個人化且持續進化的 AI 代理人，將成為企業最強的護城河 關係智商（Relational Intelligence）：隨著消費者習慣了高度個人化的數位互動，企業將投資於更深層的關係建立。能將「建立關係」的能力移植到 AI 代理領域的企業，將獲得巨大的先行者優勢。 趨勢三、AI 將成為企業的「數位免疫系統」 企業的資安議題隨著 AI 代理人應用轉變，AI 將徹底改變網路安全的攻防戰。Salesforce 預測，資安防禦將從傳統的防火牆，轉向具備「自癒能力（Self-healing）」的企業免疫系統。因此具備自動偵測與自動修復的 AI 代理人，將成為企業資安的重要防線。 像是 Salesforce 透過 可信賴的 AI 基礎 (Trusted AI Foundation) 為企業的 AI 代理人建立穩固的資安防線，讓 AI 代理人能在安全的邊界（Trust Boundary）內運作，既能深度讀取企業數據提供精準回覆，也能確保 AI 代理人的每一項操作都符合資料治理規範，真正實現安全、可量產的 AI 生產力。 主動式獵捕：AI 將協助資安團隊從被動反應轉為主動預測，自動化處理重複性任務並即時偵測異常。 自動修復：自主安全代理人將監控業務流程的「健康狀況」，一旦偵測到威脅偏離常態，能在毫秒內自動隔離受感染的工作流並修補漏洞，無需等待人類批准即可阻斷攻擊。 Salesforce 致力於透過可信賴的統一平台，協助全球企業組織整合人類、AI 代理人與數據，加速轉型為「代理式企業」。秉持深耕在地的承諾，Salesforce 台灣亦迎來嶄新里程碑：即日起正式更名為「台灣賽富時有限公司（Salesforce Taiwan Ltd.）」，位於台北 101 大樓的新辦公室亦於今年正式啟用。展望未來，Salesforce 將以新據點為核心，結合全球前瞻的 AI 趨勢洞察與強大的在地團隊，全方位協助台灣企業在 AI 新時代中搶佔先機。
全球 AI CRM 領導者 Salesforce 今日宣布 Slackbot 正式全面上市。此項發布不僅是產品功能的升級，更是 Salesforce 邁向「代理式企業（Agentic Enterprise）」的重要里程碑。Salesforce 將 Slackbot 定位為內建於 Slack 的「個人智慧代理（Personal Agent）」，旨在重新定義人類與 AI 的協作模式。Slack 使用者無需繁瑣設定，即可透過 Slackbot 將 AI 代理應用融入既有的工作流程。 深度整合企業資料 實現專業 AI 代理應用 Salesforce 致力於透過平台整合全面釋放 AI 的價值，而 Slackbot 的推出，正是為了解決企業 AI 應用落地的「最後一哩路」。它將 Slack 轉化為「代理式工作作業系統（Agentic Work OS）」，讓 AI 不再只是被動回應的對話助理，而是能理解使用者工作流程、並主動執行任務的專業代理。透過串接企業資料庫、Salesforce CRM 資料與第三方系統，Slackbot 能提供具備深度情境理解的智慧服務，進一步優化人類與 AI 的協作方式。 Salesforce 共同創辦人暨 Slack 技術長 Parker Harris 表示：「Slackbot 不僅是 AI 輔助工具，更是協助企業進入『代理式企業』的關鍵入口。透過將 AI 深度整合至包含企業數據、工作流程與對話的 Slack 平台中，我們期望能以企業級 AI 賦能每一位員工，提升整體組織生產力。」 五大關鍵技術 跨系統無痛整合工作流程 全新的 Slackbot 具備多項企業級關鍵能力，能有效消除跨系統操作的隔閡，在提升工作效率的同時，也透過 Salesforce 的技術基礎，確保企業資訊安全無虞： 無需訓練的個人化代理：Slackbot 深度內建於 Slack 平台，無需額外模型訓練或繁複設定，即可理解對話紀錄、檔案內容與團隊協作脈絡，提供貼近使用者實際工作情境的精準回應，而非僅止於一般搜尋結果。 深度整合 Salesforce 客戶數據：透過與 Salesforce CRM 的無縫串接，Slackbot 能在會議前自動彙整客戶背景、年度經常性收入（ARR）與歷史互動紀錄，並結合 Slack 內部討論內容，協助團隊做出更具策略性的判斷。 從對話直接驅動成果：員工只需以自然語言與 Slackbot 對話，即可快速產出會議摘要、撰寫專案簡報，並完成會議安排、提醒設定等行政工作，讓流程自動化真正融入日常工作。 開放式架構與多模態協作：Slackbot 採用開放式架構，除支援 Salesforce Agentforce，也能與包括 OpenAI 的 ChatGPT、Anthropic 的 Claude 等第三方 AI 代理協同運作，成為企業內部整合跨系統工作的 AI 指揮中樞，處理跨系統的複雜工作流。 企業級信任與資安合規：Slackbot 建立於 Salesforce 的資安信任層（Trust Layer）之上，嚴格落實權限控管與存取規範，確保企業機敏資料能在安全、可控的環境中被運用。 Slackbot 即日起開放 Business+ 與 Enterprise+ 用戶使用，並預計於 2 月底全面開放予全球使用者（包含台灣）。Salesforce 也將持續擴展 AI 代理生態系，致力打造人類與 AI 高效協作的全新工作環境。
全球領先之 AI CRM 平台 Salesforce 今日宣布任命徐嘉聲為台灣總經理，即日起負責 Salesforce 在台灣市場的策略規劃、業務發展與營運管理。 徐嘉聲將帶領 Salesforce 台灣團隊，與客戶、合作夥伴及整個 Salesforce 生態系緊密協作，透過 AI 策略，實現人類與 AI 代理的高效協作，協助不同規模的企業釋放生產力與創新潛能，加速轉型為「代理式企業」（Agentic Enterprise）。 徐嘉聲擁有超過 20 年的科技產業資歷，是推動業務轉型與企業成長的實戰領袖。在加入 Salesforce 之前，他曾在伊雲谷數位科技、慧與科技（HPE）和 IBM 等跨國科技公司擔任主管，期間主導多項大型數位轉型專案，並強化企業的客戶經營策略。 此項人事任命，是 Salesforce 繼 2025 年 10 月正式成立台灣辦公室「易享信息技術有限公司」（Salesforce.com Taiwan Ltd.）後，深耕台灣市場的具體展現。2026 年 1月，Salesforce 在台北的辦公室正式開幕，持續強化在地布局。 Salesforce 長期與在地合作夥伴緊密合作，目前已服務超過 1,000 家台灣客戶，涵蓋科技、製造、金融與零售等多元產業，從大型企業至中小企業皆有深厚基礎。隨著新任總經理就職，Salesforce 將進一步強化在地支援，協助台灣企業極大化 CRM 數據價值，透過以 AI 為核心的競爭力，穩健邁向代理式企業的新時代。 Salesforce 日本、韓國暨台灣執行董事長小出伸一（Shinichi Koide） 表示：「非常歡迎具備卓越領導力的徐嘉聲總經理加入 Salesforce。他在跨國科技產業累積豐富的業務與管理經驗，結合對台灣市場的深度洞察，將會成為團隊協助客戶達成目標的關鍵力量。相信 Salesforce 台灣團隊在他的帶領下，能夠深化 Salesforce 對台灣市場的長期承諾並賦能客戶，協助台灣企業透過導入智慧代理式 AI 應用，加速企業創新並創造亮眼的營收成長。」 Salesforce 台灣總經理徐嘉聲表示：「面對 AI 浪潮，台灣企業展現了高度的積極性與前瞻視野。透過整合 Salesforce 全球領先的 AI CRM 解決方案與在地化產業知識，我們有信心能幫助台灣客戶抓住轉型機會，並重新定義企業服務客戶的方式，為客戶創造更多價值。」 關於 Salesforce Salesforce 致力於協助各種規模的企業邁向「代理型企業（Agentic Enterprise）」轉型，透過可信任且高度整合的平台，串聯人員、AI Agent、應用程式與資料，為企業進一步釋放前所未有的成長動能與創新機會。 欲了解更多資訊，請造訪：www.salesforce.com/tw
Infosys Topaz™ works with Salesforce's gen AI capabilities to help enterprises navigate their agentic transformation and scale their digital workforce BENGALURU, India, Oct. 10, 2025 /PRNewswire/ -- Infosys (NSE: INFY) (BSE: INFY) (NYSE: INFY), a global leader in next-generation digital services and consulting, today announced a comprehensive suite of solutions – the Infosys Customer Experience Suite for Salesforce. Building on a longstanding collaboration, Infosys is enhancing its efforts to deliver advanced Agentforce solutions and support 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 Infosys Topaz, an AI-first set of services, solutions and platforms, along with Salesforce's agentic AI capabilities, these Agentforce solutions enable enterprises to streamline customer interactions by automating processes such as service inquiries, sales tasks, and employee support. They enhance personalization by delivering tailored, context-aware experiences while ensuring seamless integration with broader ecosystems to optimize workflows and boost efficiency. With real-time processing capabilities, the solutions support immediate decision-making and dynamic customer interactions, all while adhering 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 and ensure operational success. Infosys deployed Agentforce SDR to revolutionize the sales process for a leading research institute, addressing inefficiencies and reducing response time. Infosys also helped a renowned media house in transforming its customer service operations. By leveraging Salesforce's agentic AI solutions, alongside effective service management techniques, the company achieved significant reductions in transactional inquiries, spam, and case handling time, ultimately elevating customer satisfaction scores. The solutions have already delivered measurable outcomes for clients. Dinesh Rao, EVP & Chief Delivery Officer, Infosys, said, "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, Salesforce, said, "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, an Infosys company, has been a key enabler in this collaboration, championing Salesforce-powered transformations and ensuring impactful outcomes for clients. Fluido helped VTT, one of Europe's leading research and technology organizations, reimagine their customer experience, including changes to their operating model, approach and organizational values. Process simplification and data harmonization with AI at the core was applied to drive the business benefits and outcomes. Marko Koistila, EVP Commercial Operations, VTT, said, "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 the success of this initial implementation, we are collaborating together 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. Over 320,000 of our people work to amplify human potential and create the next opportunity for people, businesses, and communities. We enable clients in 59 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace. Visit www.infosys.com to see how Infosys (NSE, BSE, NYSE: INFY) can help your enterprise navigate your next. Safe Harbor Certain statements in this release concerning our future growth prospects, or our future financial or operating performance, are forward-looking statements intended to qualify for the 'safe harbor' under the Private Securities Litigation Reform Act of 1995, which involve a number of risks and uncertainties that could cause actual results or outcomes to differ materially from those in such forward-looking statements. The risks and uncertainties relating to these statements include, but are not limited to, risks and uncertainties regarding the execution of our business strategy, increased competition for talent, our ability to attract and retain personnel, increase in wages, investments to reskill our employees, our ability to effectively implement a hybrid work model, economic uncertainties and geo-political situations, technological disruptions and innovations such as artificial intelligence ("AI"), generative AI, the complex and evolving regulatory landscape including immigration regulation changes, our ESG vision, our capital allocation policy and expectations concerning our market position, future operations, margins, profitability, liquidity, capital resources, our corporate actions including acquisitions, and cybersecurity matters. Important factors that may cause actual results or outcomes to differ from those implied by the forward-looking statements are discussed in more detail in our US Securities and Exchange Commission filings including our Annual Report on Form 20-F for the fiscal year ended March 31, 2025. These filings are available at www.sec.gov. Infosys may, from time to time, make additional written and oral forward-looking statements, including statements contained in the Company's filings with the Securities and Exchange Commission and our reports to shareholders. The Company does not undertake to update any forward-looking statements that may be made from time to time by or on behalf of the Company unless it is required by law.
ITASCA, Ill., Sept. 16, 2025 /PRNewswire/ -- Accertify, Inc., a leading provider of fraud prevention and digital identity solutions, today announced that merchants using, or considering a move to Shopify or Salesforce Commerce Cloud, can now connect quickly and easily to Accertify's ecommerce fraud prevention platform. With prebuilt integrations for both platforms, merchants can implement Accertify's solution faster and start benefiting sooner from its advanced fraud protection - helping reduce fraud, protect revenue, and improve the customer experience. "Our new integrations make it simple for Shopify and Salesforce Commerce Cloud merchants to access the same advanced fraud prevention capabilities trusted by leading global brands," said Mark Michelon, President of Accertify. "It's about getting up and running quickly so merchants can focus on growing their business while staying ahead of fraud." Accertify's platform is designed to adapt to the needs of each merchant, supporting a wide range of ecommerce models and transaction volumes. The solution helps merchants approve more legitimate transactions while blocking fraudulent ones, reducing chargebacks and operational costs. The integration eliminates lengthy custom builds, allowing businesses of all sizes to quickly adopt enterprise-grade fraud prevention tools. About AccertifyAccertify, Inc., is one of the leading providers of fraud prevention, chargeback management, and payment gateway solutions to customers across diverse industries worldwide. Accertify's suite of products and services helps e-commerce companies grow their business by driving down the total cost of fraud, simplifying business processes, and increasing revenue. To learn more, visit www.accertify.com. Contact:Neal SteinTechnology PR SolutionsOffice: (321) 473-7407nealjstein@techprsolutions.com
InsideTrack awarded $333,000 in funding and in-kind technology services from Fortune 500 leader Salesforce to develop AI-powered tools that unlock time and staff capacity for student support PORTLAND, Ore., June 17, 2025 /PRNewswire/ -- InsideTrack, the national student success nonprofit that has served more than 3.5 million learners over the past two decades, today announced its selection to the Salesforce Accelerator – Agents for Impact, a highly competitive initiative by Fortune 500 cloud leader Salesforce to help nonprofits build and customize AI agents and AI-powered tools to improve operational efficiency and scale their impact. Over the next two years, the nonprofit will tap funding and in-kind resources from Salesforce to develop an AI-driven solution that augments the capacity of student success coaches working on the frontline to help more students chart pathways to and through higher education. "As institutions navigate rapid changes in student demographics and technology, AI adoption must support—not erode—the human relationships that ultimately drive student success," said Ruth Bauer, president at InsideTrack. "By anchoring this work in the experiences of students, coaches and advisors, we're building the kind of human-centered AI tools that can unlock staff capacity and help more students achieve their educational and career aspirations." While the use of AI in higher education is accelerating, many institutions are still seeking models that can augment, rather than automate, human support. According to a 2024 EDUCAUSE survey, 58% of institutions reported that they are either piloting or actively exploring AI tools across their campuses, but only 28% of institutions have a formal strategy guiding AI implementation that incorporates human-centered principles. Agentic AI refers to artificial intelligence systems that handle routine, time-intensive tasks to expand human capacity. InsideTrack's forthcoming tool will analyze unstructured coaching data—such as session notes—to generate summaries, identify focus areas, and recommend next steps. Coaches will be able to use this agentic AI tool to streamline behind-the-scenes tasks—like summarizing sessions and generating next-step recommendations—to reduce administrative load and increase time spent building meaningful relationships that drive student success. To support this groundbreaking work, InsideTrack will receive $333,000 in unrestricted funding, two years of donated Salesforce products, and a full year of strategic guidance, including one-on-one consulting and pro bono support from Salesforce experts. "This work is about more than just using technology to boost efficiency—it's about creating space for learning, connection and growth," said Ron Smith, vice president of philanthropy at Salesforce. "As AI becomes more tightly integrated into higher education, it's essential that its adoption is guided by principles like human judgment, ethics and responsibility. The goal is to enrich human connection, not replace it, and empower those who serve students to achieve an even greater impact on student success." Supporting more than 200,000 learners through 2.2 million individual interactions each year, InsideTrack's team works with a high volume of qualitative insights gathered through student coaching conversations. The new AI solution is designed to responsibly synthesize de-identified case information, surface trends, and streamline reporting—giving coaches, advisors, and leadership in-depth insights and more time to focus on high-impact student engagement. "For years, we've used data to identify which students are at risk and when they need support," said Dr. Tim Renick, founding executive director of the National Institute for Student Success at Georgia State University, a nationally-recognized innovator in the application of predictive analytics for student success and member of InsideTrack's advisory board. "But knowing who needs help isn't enough. We must build tools that give frontline staff the time and capacity to respond to alerts quickly and to provide the guidance and support that truly change outcomes." The initiative is part of Salesforce's broader effort to equip mission-driven organizations with ethical, impact-oriented AI tools. Since early 2025, InsideTrack has participated in weekly strategy sessions with Salesforce pro bono teams, hosted discovery interviews with coaches and managers, and joined workshops alongside other grantees. As the project moves from development to implementation, InsideTrack coaches will use a beta version of the new AI tool starting this summer. Colleges, universities, and third-party organizations interested in supporting this work or participating in the pilot should reach out to Meaghan Joyce, meaghan.joyce@insidetrack.org. About InsideTrack: InsideTrack is a mission-driven nonprofit that fuels positive change by empowering and advancing all learners to achieve their educational and career goals through the transformative power of coaching. We help people get the education they need to enhance well-being, create opportunity and secure meaningful employment — ultimately facilitating economic and social mobility. Since 2001, we have served over 3.5 million learners, partnering with more than 380 institutions and organizations to directly improve enrollment, retention, completion, and career advancement — tailoring our coaching outcomes to fit the needs of our partners and the learners they support. Our coaching methodology is evidence-based and research-confirmed, supporting all types of learners at every stage of their journey — especially those who face systemic barriers to postsecondary success. We are a catalyst for transformational impact, ultimately empowering learners and the organizations that serve them. To learn more, visit www.insidetrack.org and follow us on LinkedIn @InsideTrack and X @InsideTrack. About Salesforce: Salesforce is the global leader in customer relationship management (CRM), helping companies of every size and industry digitally transform and connect with their customers in a whole new way. Through its philanthropic initiatives, Salesforce partners with mission-driven organizations to unlock impact through technology and innovation. Learn more at www.salesforce.org.
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