Redefining the future of work with Agentforce

Delivering innovative customer experiences with AI-powered agents from PwC and Salesforce

We are helping empower organisations at every stage of their AI journey with a human-led, tech-driven approach.

Agentforce can play a significant role in shaping the future of work. By combining PwC’s strategic vision and consulting knowledge with the advanced capabilities of Salesforce’s intelligent agents, we are helping organisations reimagine their workforce, delivering innovative customer experiences and driving transformative growth with the next wave of AI.

Whether your organisation is just beginning to explore AI solutions or is ready to scale Agentforce capabilities, PwC can meet you where you are and deploy solutions that can prevent redundant workflows, enhance the performance of your teams and help unlock sustainable growth through scalable innovation.

Agent capabilities with AI innovation

Agentforce is uniquely suited to harness the power of customer data currently available in customer relationship management (CRM) systems by providing solutions that tap into AI-generated insights to help supercharge sales, transform customer-employee experiences (including phygital services), and support sustainable growth across an organisation’s revenue lifecycle.

The analytical prowess of Agentforce can revolutionise how businesses operate, enabling organisations to make strategic moves at a pace and magnitude previously unimaginable. Intelligent agents have the ability to reason, perform workflows, understand context, generate creative solutions, and even learn from their mistakes.

Though AI agents can operate with remarkable autonomy, human ingenuity and judgment remain integral to responsible decision-making, strategic guidance, and confirming alignment with human values. Agentforce can deliver automation and data-driven insights, but people should provide oversight and make strategic decisions.

What differentiates PwC from other systems integrators (SIs) is that we bring the collective power of our industry-leading knowledge, subject matter experience in cyber risk and regulation, responsible AI frameworks, and the recognition that companies are at various phases of AI maturity and need practical, scalable and trusted guidance to meet their current needs and help plan for future innovations and market opportunities.

Targeted solutions, measurable results

Achieve measurable results with targeted AI solutions

We help you achieve measurable outcomes by identifying your AI readiness and selecting the proper tools – whether for building foundational capabilities or scaling to autonomous agents. This approach helps confirm tailored progress based on each client’s priorities and technical maturity.

By using a structured AI activation plan and tools like upfront cost calculators and proactive consumption monitoring, PwC helps clients achieve quick, measurable results with Agentforce while anticipating financial impacts across their data ecosystem.

Adopt AI responsibly with proven security, compliance, and data governance

PwC’s responsible AI approach is built on strong governance, privacy, and transparency – driven by our experience in delivering cybersecurity, risk, and regulatory services in highly regulated industries.

Clients trust PwC to help manage sensitive data responsibly, assist with implementation of necessary privacy protections (e.g., data masking), and proactively address ethical considerations and regulatory requirements. This approach allows businesses to adopt Agentforce with confidence and according to their organizational readiness, and enables a secure, standardised AI ecosystem that is built for long-term scalability.

Lean on industry-specific, cross-disciplinary experience

PwC’s deep industry specialisation and multidisciplinary teams help confirm that Agentforce solutions are tailored to the unique regulatory and operational needs of each sector, from finance to healthcare.

By anticipating challenges and aligning AI maturity with business goals, PwC is able to apply industry-leading knowledge to our projects – helping clients achieve scalable, cost-efficient solutions tailored to industry demands.

Enhance customer and employee experiences that reflect your brand

We can confirm that Agentforce implementations cannot only help meet functional needs, but can also align with your brand voice, culture, and cross-functional stakeholders’ priorities.

By co-designing solutions with stakeholders like call center teams and bringing in leaders from across the C-suite, we can create AI agents that feel human, reflect your company’s tone and values, are tailored to where you are in your AI journey, and help enhance both the customer and employee experience.

The value of the PwC and Salesforce alliance: What our clients are saying

Wyndham Hotels & Resorts

“As with every one of our implementations with Salesforce and PwC US, there’s been real business value that we’ve been able to realise. With the AI implementation, we’ve seen average handle times decrease by over 30% – in some cases, upwards of 50%."

– Scott Strickland: Marketing, Chief Commercial Officer, Wyndham Hotels & Resorts

ENGIE

“PwC Italy brought us together as one team – IT, business, and our PwC Italy advisors – helping us trust each other and truly understand business needs. …What makes the difference is trust – trust between the team, IT, business, and advisors. Without it, the journey is impossible."

– Alberto Grassi: Marketing, Sales & Customer Service IT Supervisor, ENGIE Italia

Please see www.pwc.com/structure for further details. This content is for general information purposes only and should not be used as a substitute for consultation with professional advisors.