Google and Salesforce Unveil New AI-Powered Integrations for Contact Centers

Salesforce and Google have announced a significant expansion of their strategic partnership, enhancing the AI capabilities available to businesses and increasing flexibility in model selection. This collaboration enables companies to develop AI-powered agents using Google’s advanced Gemini models while leveraging Salesforce’s robust platform and Google Cloud’s secure infrastructure.

As part of this expansion, Salesforce’s Agentforce will integrate Google’s Gemini models, allowing agents to work with images, audio, and video. These enhancements will enable them to handle complex tasks using Gemini’s multi-modal capabilities and two-million-token context windows. Additionally, agents will be able to access real-time insights and answers grounded in Google Search through Vertex AI, providing businesses with more accurate and actionable data.

Salesforce Service Cloud is also set to become more tightly integrated with Google’s Customer Engagement Suite. This integration brings AI-driven enhancements such as real-time voice translation, intelligent agent-to-agent handoffs, personalized agent recommendations, and conversational insights across all customer service channels. These developments are aimed at improving the efficiency and quality of customer interactions.

In addition to these AI advancements, Salesforce’s Agentforce, Data Cloud, and Customer 360 Apps will now run on Google Cloud infrastructure. This move provides businesses access to new regions and streamlines procurement through the Google Cloud Marketplace. By deploying these solutions on Google Cloud, Salesforce customers can benefit from a highly secure, AI-optimized environment, ensuring seamless data operations and enhanced performance.

“Our expanded partnership with Google Cloud allows customers to choose the applications and models that best suit their needs,” said Srini Tallapragada, President & Chief Engineering and Customer Success Officer at Salesforce. “Together, we’re providing an enterprise-grade agentic AI platform that simplifies deployment and delivers business value faster.”

Thomas Kurian, CEO of Google Cloud, emphasized the significance of the partnership, stating, “Salesforce’s selection of Google Cloud as a major infrastructure provider enables enterprise customers to deploy critical applications with minimal friction. This collaboration will accelerate AI transformations with agentic AI, state-of-the-art models, and advanced data analytics.”

Companies like Wayfair are already seeing the potential of this partnership. Fiona Tan, CTO of Wayfair, highlighted the impact of Salesforce and Google Cloud’s collaboration, noting that it enhances customer interactions and empowers teams to deliver personalized experiences more effectively.

Why It Matters

The rise of agentic AI represents a $2 trillion market opportunity, according to a Salesforce study. With 84% of CIOs recognizing AI’s transformative potential, businesses require a strategic approach that prioritizes openness, trust, and choice.

This partnership focuses on four key pillars:

• Data: Secure, unified access to enterprise data through zero-copy architecture and enriched metadata, eliminating data silos and ensuring seamless integration.
• AI: A broad selection of AI models, including predictive, generative, and multi-modal options, allowing businesses to tailor solutions to their unique needs.
• Trust: A multi-layered security framework with encryption, data residency options, and AI ethics controls to ensure responsible deployment.
• Actions: Automated workflows and seamless cross-platform integrations that enhance efficiency and maximize the impact of AI agents.

Real-Time AI Insights with Google Search

Agentforce will utilize Google Search Grounding through Vertex AI, strengthening its ability to deliver up-to-date responses backed by credible sources. This capability is particularly useful for industries like logistics and supply chain management, where real-time data on weather conditions, port congestion, and geopolitical events can help optimize operations.

Unlocking the Power of Gemini and Agentforce

By incorporating Google’s Gemini models, businesses can build smarter AI agents with:

• Multi-modal capabilities that process text, audio, and visual inputs.
• An expanded context window to retain and analyze extensive information.
• High-speed processing powered by Google’s Tensor Processing Units (TPUs), ensuring efficient and responsive AI interactions.

For example, an insurance provider can use Agentforce with Gemini to assess claims by analyzing submitted images and audio reports, streamlining the approval process and improving customer satisfaction.

Salesforce on Google Cloud

With Salesforce’s platform now available on Google Cloud, customers benefit from AI-optimized infrastructure, including enhanced security, zero data retention policies, and built-in AI ethics safeguards. Additionally, Salesforce products will be available through the Google Cloud Marketplace, simplifying procurement for global enterprises.

AI-Driven Productivity and Customer Service Enhancements

Salesforce and Google Cloud are deepening integrations across their platforms to create a more intelligent customer service ecosystem. Key enhancements include:

• Real-time Voice Translation and Sentiment Analysis: AI-powered tools in Service Cloud will translate customer interactions in real time and analyze sentiment for improved engagement.
• Intelligent Agent Handoffs: AI agents from Google Conversational Agents and Salesforce Agentforce will work together seamlessly to manage complex interactions.
• Slack and Google Workspace Integration: Improved interoperability between Slack and Google Workspace will enhance enterprise search, file sharing, and collaboration.

Looking Ahead

Salesforce and Google Cloud are committed to continuous innovation, with plans to further integrate their AI and data capabilities throughout 2025. Future developments will focus on deepening integrations across Data Cloud, BigQuery, and the Cortex Framework, allowing businesses to securely ground their AI agents in enterprise data. Additionally, enhanced analytics capabilities through Tableau, Looker, and BigQuery will provide a unified view of business insights.

This expanded partnership signals a new era of AI-driven enterprise solutions, providing businesses with the flexibility, security, and intelligence they need to stay ahead in an evolving digital landscape.