Salesforce and Google have deepened their collaboration to improve customer experiences and AI-powered agents. They have integrated Google Gemini models into Salesforce’s Agentforce platform.
This collaboration offers businesses more flexibility and advanced AI capabilities, combining Salesforce’s customer relationship expertise with Google’s AI innovations. This results in improved automation, human-like intelligence, and real-time insights. Gemini CRM integration is a significant development in enterprise AI.
It is especially important for CIOs, CTOs, and business leaders amidst an increasingly competitive AI industry.
The Agenforce + Google Partnership: What’s New?
Salesforce customers can utilise Google’s advanced Gemini models and AI-optimised infrastructure to build Agentforce agents and deploy Salesforce on Google Cloud.Â
Additionally, the expanded partnership between Google and Salesforce enables bi-directional data sharing between Google BigQuery and Salesforce using zero-copy technology. This gives customers the necessary data, AI, trust, and actions to integrate autonomous agents into their businesses.
Leadership Perspectives
Salesforce’s Vision: Choice and Flexibility
Salesforce and Google Cloud are collaborating to offer an enterprise AI platform, enabling businesses to deploy AI easily and gain quick value. The combined strengths of both companies were emphasised by Salesforce President and Chief Engineering Officer Srini Tallapragada.
These strengths include providing powerful AI tools and platforms for scaling digital labor and offering customers choices in AI applications and models.
Google Cloud’s Commitment to Seamless Integration
Thomas Kurian, CEO of Google Cloud, highlighted the strategic partnership with Salesforce, emphasising its role in empowering enterprises to deploy vital applications on Google’s secure and AI-optimised infrastructure.
The collaboration aims to facilitate seamless operations between Salesforce and Google Cloud, accelerating AI transformations through agentic AI, advanced AI models, and data analytics.
Customer Testimonial: Wayfair’s AI-Driven Experience
The CTO of Wayfair, Fiona Tan, stated the company’s commitment to using AI and data to provide outstanding customer experiences. She emphasised the possibilities of the collaboration between Google Cloud and Salesforce.
She emphasised that the availability of Salesforce on Google Cloud and the integration of Agentforce and Gemini present powerful new opportunities for personalised interactions and enhanced customer service.
Three Pillars of the Salesforce and Google Partnership
Salesforce and Google collaboration is aiming to capitalise on the $2 trillion market opportunity presented by Agentic AI. 84% of CIOs believe that AI will be as impactful as the internet, making it essential for businesses to adopt an open, trustworthy, and choice-driven agentic strategy.
Flexibility: Freedom to Choose the Right AI for the Job
The integration of Google’s Gemini AI models into Salesforce Agentforce is a major development resulting from this partnership. This gives businesses the power to build multimodal AI agents that can handle many different kinds of input, not just simple automation anymore.
Businesses now have the flexibility to move beyond a standardised approach. Whether it’s voice, image, text, or video, Gemini gives businesses the flexibility to use AI that fits their own specific needs. This ability to adapt is really important for companies that want to provide personalised customer experiences, make their internal operations smoother, and use AI across different departments.
Trust: Secure, Transparent, and Responsible AI
This partnership prioritises security and reliability. Google’s AI-optimised infrastructure provides Salesforce with encrypted data handling, strong bias detection, and explainable AI, ensuring trustworthy and transparent AI applications.
These features are a top priority for IT leaders and decision-makers. Support for zero-copy architecture and enriched metadata safeguards data while enabling powerful integrations with platforms like BigQuery.
Innovation: Next-Gen Capabilities with Gemini + Agentforce
Gemini’s advanced technology gives businesses multimodal capabilities, generative AI, and tools for delivering real-time responses. This leads to better operational efficiency and improved customer experiences.
Also, with Gemini’s large two-million-token context window and Google’s Vertex AI Search, Agentforce can provide more contextual accuracy and faster problem resolution.Â
Also read: Enhance work capabilities with Salesforce Agentforce 2.0, a digital labour platform.
The Pillars of an Agentic AI Strategy
Data: Unified and Secure Access
By using Vertex AI to connect Grounding with Google Search, Agentforce agents can access the secure data foundation created by the zero-copy partnership between Salesforce Data Cloud and Google BigQuery.
This gives agents the power to use real-time data, news, current events, and credible citations, which makes their responses more accurate and evidence-based.
Use Case
An Agentforce agent could track shipments and inventory levels in Salesforce Commerce Cloud. The agent could also use real-time data from Google Search to find possible disruptions. This includes things like weather, port congestion, and geopolitical events.
This feature will be available in the coming months. Â
AI: Choice and Customisation
In 2025, businesses will be able to build AI-driven customer experiences by integrating Google’s Gemini models into Agentforce. CRM and Gemini integration offers agents many capabilities.
These include interpreting images and emotions, understanding context better with a large token window, and increasing speed and efficiency through Google’s TPUs. This will result in faster responses and reduced costs.
Use Case
An insurance customer submits a claim that includes photos of the damage and an audio voicemail from a witness. Using Gemini, Agentforce can enhance the customer experience by processing these multiple inputs.
They can evaluate the claim’s legitimacy and even use text-to-speech to communicate the resolution to the customer. This streamlines the traditionally time-consuming claims process. Â
Agentforce’s integration with Gemini is anticipated to be available this year.
Trust: Responsible AI by Design
The Einstein Trust Layer gives customers security features. Toxicity detection, dynamic grounding, and zero data retention are some of the features included.
Customers can use these features on Salesforce’s platform, which includes Agentforce, Data Cloud, and Customer 360. It is available on Google Cloud’s secure infrastructure.
Salesforce products can be purchased on the Google Cloud Marketplace once they are available on Google Cloud. This will give global businesses new chances to make the most of their investments on both platforms. It will also benefit thousands of their current joint customers.
Actions: Integrated Automation and Analytics
The capacity to seamlessly integrate automation, analytics, and applications across various platforms enhances organisational efficiency and streamlines workflows. Businesses can optimise their resources by integrating Salesforce AI agents with their existing tools and systems. This capability is not available in closed ecosystems and solutions with limited integrations.
Salesforce and Google Cloud are integrating their platforms to enhance AI-driven customer experiences. Service Cloud offers features such as intelligent agent handoffs, real-time voice translation, and sentiment analysis. They are also integrating Slack and Google Workspace for improved productivity.
This includes searching Google Drive files within Slack and easier information sharing between Gmail and Slack. This creates a smooth and smart workflow for businesses.
Also read: 10 Agentforce use cases for customer focus.
What’s New and Coming Soon
The collaboration between Salesforce and Google goes beyond simple product integrations. They want to give businesses a smarter and more connected way to manage their data.
By making Data Cloud, BigQuery, and the Cortex Framework work better together, customers will be able to use all their company data for their AI agents in a safe way.
Also, new integrations across Tableau, Looker, and BigQuery will let customers manage and view business data across all platforms within a single interface, using standardised business logic and data definitions.
These features are expected to be available throughout 2025, with Salesforce and Google committed to further innovation and collaboration to deliver even more powerful business solutions.
Unlocking the Future of AI with Salesforce and Google
The collaboration between Salesforce and Google Gemini represents a significant advancement in enterprise AI. It gives businesses more flexibility, trust, and new ideas. By adding Google Gemini to Salesforce Agentforce, companies can now use AI-powered agents.
These agents give very personalised customer experiences, real-time insights, and smooth automation. They also maintain enterprise-grade security.
Whether you’re improving supply chains, automating claims, or making customer service better, this partnership gives you the tools to prepare your business for the future.
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