Infosys Launches CX Suite for Salesforce Agentforce to Scale Agentic AI Across Sales, Service, and Marketing

Infosys launches Customer Experience Suite for Salesforce to scale agentic AI across support and operations

Infosys introduced a Customer Experience Suite for Salesforce built around Agentforce and Infosys Topaz. The goal: deploy practical agentic AI that reduces case volume, shortens handle time, and improves sales follow-up without adding headcount.

For support and operations leaders, this means moving from scripted bots to autonomous agents that work across sales, service, and employee support. Early client results point to faster response, fewer low-value tickets, and higher CSAT.

What's in the suite

• Agentic AI for service, sales, and internal help desks: deflects transactional inquiries, drafts responses, updates records, and triggers workflows.
• Personalization with context: uses CRM history, intent, and preferences to craft relevant replies and next actions.
• Ecosystem integration: connects to existing systems to pull data, create cases, log activities, and close the loop.
• Real-time decisioning: evaluates context and policies on the fly to keep interactions compliant and useful.

Infosys Topaz adds an AI-first services layer (governance, model ops, security), while Salesforce Agentforce supplies the agent framework and CRM-native execution. Learn more about Agentforce on Salesforce.

Why it matters for support and operations

• Lower ticket load: deflect FAQs and repetitive tasks with autonomous agents that resolve or pre-fill before human handoff.
• Faster case handling: summarize history, propose responses, and auto-update records to cut AHT and backlog.
• Cleaner queues: reduce spam and misrouted cases with intent detection and policy-based triage.
• Consistent compliance: apply rules, disclosure guidelines, and approvals within the agent workflow.
• Better sales-service handshake: SDR and service agents share context, so follow-ups and expansions don't slip.

Real-world outcomes from early deployments

Sales: A leading research institute used Agentforce SDR to cut response delays and remove manual work from lead follow-up. Automated outreach and meeting scheduling helped reps focus on high-value conversations.

Service: A major media organization reported fewer transactional inquiries and spam, faster case handling, and improved customer satisfaction after adopting Salesforce's agentic AI with service management best practices.

VTT (Europe): With Infosys and Fluido, VTT automated lead processing - including contextual emails and meeting setup - freeing its sales team from low-value grooming. After the first live SDR agent, the team is building two more agents for broader support.

How it works under the hood

• Agents interpret intent, pull CRM and system data, and execute defined tasks (create/update cases, route, notify).
• Guardrails enforce policies and regulatory requirements while maintaining human-in-the-loop for edge cases.
• Feedback loops track outcomes (first contact resolution, AHT, CSAT, conversion) to refine prompts, policies, and flows.

Getting started: a practical playbook

• Pick 2-3 high-volume use cases: password resets, order status, billing questions, or lead follow-up.
• Map data dependencies: CRM objects, knowledge articles, policies, and approval paths.
• Stand up one agent at a time: start with an SDR or service deflection agent; define clear success metrics.
• Set guardrails: escalation rules, human review thresholds, and content filters.
• Measure and iterate weekly: AHT, FCR, CSAT, deflection rate, and agent assist acceptance.

Leadership perspectives

Infosys leaders emphasized that agentic AI is changing enterprise operations and that the expanded Salesforce collaboration aims to deliver measurable gains in productivity and growth. Salesforce leadership underscored that Agentforce advances generative and agentic capabilities and that working with Infosys helps customers adopt at scale.

Upskill your team to run agentic operations

Success depends on prompt design, supervision, and measurement. Equip your support and ops teams with hands-on training tailored to job roles.

• AI courses by job

Key takeaways

• Agentforce + Infosys Topaz brings autonomous agents into daily sales, service, and employee workflows.
• Early adopters report less noise in queues, quicker handling, and better customer outcomes.
• Start small, enforce guardrails, and iterate with tight metrics to capture ROI fast.