Opportunities and Challenges with the rise of AI Agents in Salesforce

AI has officially breached the space once held exclusively by traditional search engines.

While the 527% surge in AI discovery in early 2025 was a warning shot, Gartner’s 2026 data forecasts that traditional search engine volume will drop 25% due to AI chatbots.

In fact, more and more people are turning to AI products and services to assist them in virtually all aspects of their lives (probably, you included).

So, it can only be a smart move for users to stay on top of the latest developments in artificial intelligence and how it is impacting the broader world.

One aspect of this world that warrants serious consideration is AI agents!

What are AI Agents, and why do they matter?

AI agents serve specific roles within the Salesforce ecosystem that might be of interest to you as well. A few examples from the Salesforce world include:

• Einstein Bots
  • At their core, Einstein bots are customer service agents that assist customers across various channels, including SMS, chat, WhatsApp, Facebook Messenger, and more. They pop up to assist those who have landed on the page and have questions or challenges using a system feature. Even better, the Einstein Bots can learn from previous interactions with a given user to better serve them in the future.

• Marketing Agents
  • Did you know that some of the best marketing concepts out there today originate from artificial intelligence?
  • It’s true, and it is dazzling to watch AI marketing agents go to work creating brand-new concepts from scratch. These agents can convert sales, generate new leads, and deliver personalised content to each customer that appeals directly to them.
  • It is breathtaking to see all that they can do with just a bit of prompting. For example, when an AI Agent identifies a repeat visitor browsing products, it can instantly offer a time-limited personalised discount, increasing conversion rate.

• IT Admin Agents
  • These days, AI agents can even handle administrative tasks that were once handled exclusively by IT professionals.
  • The best part is that they can tackle those tasks far more quickly and with less human error than any IT professional ever has. Spotting duplicate records, deleting unnecessary files, and generally cleaning up databases has never been easier.

These are just some of the places where AI agents are popping up. They are making outstanding progress in improving business outcomes and saving on labour costs along the way.

Key Use Cases for AI Agents in Salesforce

As we have already touched on, there are specific use cases for AI agents within the Salesforce ecosystem. Now, we will dive a bit deeper into what that looks like and why it is such a big component of the Salesforce system.

Sales Automation

Who among us wouldn’t want our sales representatives and managers to work smarter and accomplish more in a given day?

Every business leader would want this for their team, and AI agents help make that happen. They can review customer relationship management (CRM) data and parse it to provide valuable insights to decision-makers within the sales team. Additionally, sales automation AI agents can help with:

• Workflow Automation – Spending time on unproductive tasks doesn’t do anyone any good. Instead of allowing this to continue unchallenged, AI agents can help business leaders stay on top of their reps by logging calls, generating reminders, and updating opportunity stages.
• Forecasting – Understanding where your sales stand now is one thing, but having the ability to create an accurate forecast that projects what your sales are likely to be in the future is something else entirely. AI agents are excellent at forecasting future sales based on past trends.
• Lead Management – Sales leads are the lifeblood of the entire industry. Managing those leads and knowing which ones to pursue more deeply is critical to the success of any sales team. Imagine if an AI agent could assist in managing all of those leads for you. That is precisely what AI agents within the Salesforce environment can do.

These are just some of the ways that AI agents can jump into the sales automation process and make life a little easier on your sales team overall.

Marketing Automation

One of the most powerful ways that Salesforce AI agents can come into play for any company is via their marketing automation capabilities.

They can rapidly review customer data to identify behavioural trends and much more about each individual.

For continuous learning, the AI Agent leverages feedback from each customer touchpoint to evolve its outreach strategy, ensuring that future campaigns are increasingly relevant. Here are some specific ways that AI agents can assist with marketing automation:

• Content and Journey Optimisation – Every customer is on a journey from prospective buyer to lifelong customer. Each step in that journey must be carefully tracked and monitored to ensure the prospective customer stays on track. AI agents can monitor that journey and offer helpful nudges to prospective customers along the way.
• Cross-Channel Consistency – No matter which channel you are reaching out to a customer on, you want your message to remain consistent. You have spent a lot of resources identifying unique factors about each customer, and there is no sense in messing that up by offering inconsistent messaging. AI agents will scour your messaging across all channels to ensure it remains consistent for each customer profile, regardless of the channel you reach them on.
• Continuous Learning – AI agents within Salesforce work hard to learn more and more about each customer based on the data they absorb about them. Those agents continue to gather information throughout every interaction with that customer, and that data is constantly refined to ensure the most impactful marketing messages reach them.

Operations Optimisation

Finally, AI agents within Salesforce help with more than just sales and marketing. They can even help ensure that the operation itself is running as smoothly and effectively as possible. Some of the avenues of assistance that they offer here include:

• Resource Allocation – AI agents can review all data on resource allocation without bias or emotion affecting their decisions. That is hugely important because it can spot areas where a team isn’t being as effective as they otherwise might be. Once those areas are identified, the AI agents will offer recommendations about how to correct this.
• Performance Alerts – Identifying areas where performance is lagging is something that AI agents do extremely well. When those areas are identified, the agents can send alerts indicating a problem.
• Efficiency Optimisation – At the end of the day, a sales team that runs as efficiently as possible is a sales team that will generate the most profit. AI agents within the Salesforce ecosystem can easily spot inefficiencies and alert those in charge to make corrections and improve operations overall.

These are some of the incredible ways that AI agents help sales teams make the most of their day. However, the use of AI agents isn’t without its challenges. It is equally important to discuss the obstacles one must overcome when using AI agents.

Challenges Organisations Face with AI Agents

As with anything else, there are bound to be certain restraints to using AI agents that you may or may not have considered. Let’s review some of these now so you know what you are up against.

Technical Challenges

When they are provided with all of the right data and information, AI agents can do outstanding things. However, there can be some technical challenges that get in the way of AI agents performing to the best of their abilities. Sales teams must be aware that a lack of data to feed the AI agents, or simply poor data overall can be a problem. The agents can only do what they are designed to do when they are given enough information to make it happen.

Ethical Concerns

If you have ever wondered if there are ethical concerns to using AI agents, you are not the only one. For example, Carnegie Mellon University detailed this extreme example of an AI agent behaving in an unethical manner:

One key ethical concern is deception. The 2018 introduction of Google Duplex, an AI capable of making human-like phone calls, highlighted the potential for AI to convincingly mimic human interaction. The AI’s realistic speech patterns, including hesitations, raised concerns about transparency, especially when the AI altered accents during calls.

While this case is something of an outlier, it shows that there are still ways AI agents can be used in an unethical manner. Carefully consider that before proceeding.

Despite these concerns, there are still many reasons to have faith in AI agents and in what they can do to improve your sales team’s productivity.

How Stellaxius Supports AI Agent Adoption

To make the move from not using AI agents at all to fully embracing them takes time and patience. It is something you should take on only with the help of a trusted partner, and that is what we offer here at Stellaxius. It is our goal to help you step-by-step as you approach using AI agents in your everyday business. Here are some ways that we help make that happen:

• Aligning Your Business Goals with Available Technology – We are here to offer strategic advice about how you can line up your business objectives with the technology (AI agents) that you have available. With Stellaxius by your side, we can review all the objectives you have for your business and how you plan to accomplish them. From there, we will help you put a plan in motion to make those goals a reality.
• Salesforce and MuleSoft Expertise – We understand that you want to use Salesforce and MuleSoft, and why shouldn’t you? They make up a considerable share of the CRM landscape and are extremely user-friendly. The good news about this is we have plenty of experience with these platforms at Stellaxius, and we are more than happy to put that experience on the line to assist you.
• A Focus on Governance, Trust, and Ethics – You certainly only want to work with a partner who you know will focus on creating as much trust in the process as possible for you. Not only that, but you can rest assured that we will only promote the use of AI agents in an ethical manner. You can have some peace of mind that you won’t rule afoul of anything.

Our goal, as always, is to provide support to our partners and information on how to use AI agents effectively, while also generating results for them. If you have been curious about how to use AI agents but aren’t sure what the best approach might be, we want to work with you. Our team has worked with countless partners like yours, and we know we can provide the resources you need.

If you would like more information on how to get started and how AI agents can benefit you, please reach out and contact us today. Our team is more than happy to walk you through the process and to hear your strategic vision for how you can use AI agents to get better results. Don’t delay, start getting ahead today.