Salesforce and Google Bring Gemini to Agentforce, Enable More Customer Choice in Major Partnership Expansion
Salesforce and Google announced a major expansion of their strategic partnership, focusing on AI-powered business solutions. The collaboration will integrate Google's Gemini models into Salesforce's Agentforce, enabling enhanced capabilities for handling images, audio, and video with two-million-token context windows.
Key developments include: Salesforce Service Cloud's integration with Google Customer Engagement Suite, providing AI-enabled contact center capabilities; deployment of Salesforce's Agentforce, Data Cloud, and Customer 360 Apps on Google Cloud infrastructure; and enhanced data integration between Data Cloud and Google BigQuery.
The partnership aims to address the $2 trillion market opportunity in agentic AI, with 84% of CIOs believing AI will be as significant as the internet. The collaboration focuses on four main areas: data security and integration, AI model flexibility, trust and security measures, and seamless cross-platform workflow automation. New features are expected to roll out throughout 2025.
Salesforce e Google hanno annunciato una grande espansione della loro partnership strategica, concentrandosi su soluzioni aziendali alimentate dall'IA. La collaborazione integrerà i modelli di Gemini di Google in Agentforce di Salesforce, consentendo capacità avanzate per gestire immagini, audio e video con finestre di contesto di due milioni di token.
Sviluppi chiave includono: integrazione di Salesforce Service Cloud con Google Customer Engagement Suite, che fornisce capacità di contact center abilitate dall'IA; distribuzione di Agentforce di Salesforce, Data Cloud e Customer 360 Apps sull'infrastruttura di Google Cloud; e integrazione dei dati migliorata tra Data Cloud e Google BigQuery.
La partnership mira a sfruttare l'opportunità di mercato da 2 trilioni di dollari nell'IA agentica, con l'84% dei CIO che crede che l'IA sarà significativa quanto Internet. La collaborazione si concentra su quattro aree principali: sicurezza e integrazione dei dati, flessibilità dei modelli di IA, misure di fiducia e sicurezza, e automazione dei flussi di lavoro senza soluzione di continuità tra le piattaforme. Nuove funzionalità sono attese nel corso del 2025.
Salesforce y Google anunciaron una importante expansión de su asociación estratégica, centrándose en soluciones empresariales impulsadas por IA. La colaboración integrará los modelos de Gemini de Google en Agentforce de Salesforce, permitiendo capacidades mejoradas para manejar imágenes, audio y video con ventanas de contexto de dos millones de tokens.
Los desarrollos clave incluyen: la integración de Salesforce Service Cloud con Google Customer Engagement Suite, que proporciona capacidades de centro de contacto habilitadas por IA; implementación de Agentforce de Salesforce, Data Cloud y Customer 360 Apps en la infraestructura de Google Cloud; y mejora de la integración de datos entre Data Cloud y Google BigQuery.
La asociación tiene como objetivo abordar la oportunidad de mercado de 2 billones de dólares en IA agentiva, con el 84% de los CIO creyendo que la IA será tan significativa como Internet. La colaboración se centra en cuatro áreas principales: seguridad e integración de datos, flexibilidad de modelos de IA, medidas de confianza y seguridad, y automatización de flujos de trabajo sin problemas entre plataformas. Se esperan nuevas características a lo largo de 2025.
세일즈포스와 구글은 AI 기반 비즈니스 솔루션에 중점을 두고 전략적 파트너십의 주요 확장을 발표했습니다. 이 협력은 구글의 제미니 모델을 세일즈포스의 에이전트포스에 통합하여 이미지, 오디오 및 비디오를 처리하는 향상된 기능을 제공하며, 200만 토큰의 컨텍스트 창을 지원합니다.
주요 개발 사항에는 세일즈포스 서비스 클라우드와 구글 고객 참여 스위트의 통합이 포함되어 있으며, AI 지원 고객 센터 기능을 제공합니다; 세일즈포스의 에이전트포스, 데이터 클라우드 및 고객 360 앱을 구글 클라우드 인프라에 배포; 데이터 클라우드와 구글 빅쿼리 간의 데이터 통합 강화가 포함됩니다.
이 파트너십은 2조 달러의 시장 기회를 다루는 것을 목표로 하며, 84%의 CIO가 AI가 인터넷만큼 중요할 것이라고 믿고 있습니다. 협력은 데이터 보안 및 통합, AI 모델의 유연성, 신뢰 및 보안 조치, 원활한 크로스 플랫폼 워크플로 자동화의 네 가지 주요 영역에 중점을 두고 있습니다. 새로운 기능은 2025년 동안 출시될 예정입니다.
Salesforce et Google ont annoncé une grande expansion de leur partenariat stratégique, axée sur des solutions commerciales alimentées par l'IA. La collaboration intégrera les modèles de Gemini de Google dans Agentforce de Salesforce, permettant des capacités améliorées pour le traitement des images, de l'audio et de la vidéo avec des fenêtres de contexte de deux millions de tokens.
Les développements clés incluent : l'intégration de Salesforce Service Cloud avec Google Customer Engagement Suite, fournissant des capacités de centre de contact activées par l'IA ; le déploiement d'Agentforce de Salesforce, de Data Cloud et des applications Customer 360 sur l'infrastructure de Google Cloud ; et une intégration des données améliorée entre Data Cloud et Google BigQuery.
Le partenariat vise à saisir l'opportunité de marché de 2 trillions de dollars dans l'IA agentique, avec 84 % des CIO croyant que l'IA sera aussi significative qu'Internet. La collaboration se concentre sur quatre domaines principaux : la sécurité et l'intégration des données, la flexibilité des modèles d'IA, les mesures de confiance et de sécurité, et l'automatisation fluide des flux de travail entre les plateformes. De nouvelles fonctionnalités devraient être lancées tout au long de 2025.
Salesforce und Google haben eine bedeutende Erweiterung ihrer strategischen Partnerschaft angekündigt, die sich auf KI-gestützte Geschäftslösungen konzentriert. Die Zusammenarbeit wird die Gemini-Modelle von Google in Salesforce's Agentforce integrieren, was verbesserte Fähigkeiten zur Verarbeitung von Bildern, Audio und Video mit zwei Millionen Token Kontextfenstern ermöglicht.
Wichtige Entwicklungen umfassen: die Integration der Salesforce Service Cloud mit der Google Customer Engagement Suite, die KI-gestützte Kontaktzentrum-Funktionen bereitstellt; die Bereitstellung von Salesforce's Agentforce, Data Cloud und Customer 360 Apps auf der Google Cloud-Infrastruktur; und eine verbesserte Datenintegration zwischen Data Cloud und Google BigQuery.
Die Partnerschaft zielt darauf ab, die 2 Billionen Dollar Marktchance im agentischen KI-Bereich zu nutzen, wobei 84 % der CIOs glauben, dass KI so bedeutend sein wird wie das Internet. Die Zusammenarbeit konzentriert sich auf vier Hauptbereiche: Datensicherheit und -integration, Flexibilität der KI-Modelle, Vertrauens- und Sicherheitsmaßnahmen sowie nahtlose plattformübergreifende Workflow-Automatisierung. Neue Funktionen werden im Laufe des Jahres 2025 erwartet.
- Strategic partnership expansion into $2 trillion agentic AI market
- Integration of Google's advanced Gemini AI models into Salesforce products
- Enhanced multi-modal AI capabilities (image, audio, video processing)
- Improved data integration between Salesforce and Google platforms
- Access to Google Cloud's infrastructure and marketplace
- Extended implementation timeline with most features available in 2025
- Potential complexity in managing multi-vendor AI solutions
Insights
This landmark partnership between Salesforce and Google represents a strategic paradigm shift in enterprise AI deployment, with several groundbreaking implications for the market:
Infrastructure & Integration Innovation: The deployment of Salesforce's platform on Google Cloud infrastructure, coupled with simplified procurement through Google Cloud Marketplace, creates a powerful operational advantage. The zero-copy architecture between Data Cloud and BigQuery eliminates traditional data movement costs and latency issues, potentially reducing total cost of ownership by
AI Capability Enhancement: Gemini's integration into Agentforce introduces unprecedented multi-modal capabilities - the ability to process text, images, audio, and video simultaneously. The 2-million token context window significantly outperforms current industry standards, typically to 100,000 tokens. This enables processing of entire customer interaction histories and product documentation in a single context, dramatically improving response accuracy and reducing hallucinations.
Market Positioning & Competitive Dynamics: This alliance creates a formidable counterweight to Microsoft's OpenAI partnership and Oracle's cloud offerings. The integration of Google Search grounding provides a unique competitive advantage - real-time, factual responses backed by the world's most comprehensive search engine. This addresses a critical limitation of current AI systems: the inability to access current information.
Enterprise Value Proposition: The partnership's focus on choice and flexibility in AI model selection represents a significant departure from vendor lock-in strategies. The integration between Service Cloud and Google's Customer Engagement Suite introduces sophisticated capabilities like real-time voice translation and sentiment analysis, potentially reducing customer service resolution times by
Data Strategy & Governance: The zero-copy architecture and enhanced data residency options address critical enterprise concerns about data sovereignty and security. This approach allows organizations to maintain data control while leveraging advanced AI capabilities - a important consideration for regulated industries like healthcare and financial services.
Technical Architecture Advancement: The integration architecture represents a significant leap forward in enterprise AI deployment. The combination of Salesforce's Einstein Trust Layer with Google's Vertex AI creates a robust foundation for secure, scalable AI operations. The platform's ability to handle multi-modal inputs (text, audio, video) through a unified processing pipeline significantly reduces integration complexity and technical debt.
Operational Intelligence Enhancement: The integration of real-time Google Search grounding with Agentforce creates a dynamic knowledge base that continuously updates without manual intervention. This self-updating capability, combined with the 2-million token context window, enables AI agents to maintain accuracy over extended periods without retraining - a significant advance over current systems that require frequent updates.
Infrastructure Optimization: The deployment on Google Cloud's AI-optimized infrastructure, particularly leveraging Tensor Processing Units (TPUs), provides substantial performance benefits. Early implementations suggest potential latency reductions of
- Agentforce will be able to use Google’s Gemini models, allowing agents to work with images, audio, and video, handle more complex tasks using Gemini’s multi-modal capabilities and two-million-token context windows, and act using real-time insights and answers grounded in Google Search with Vertex AI.
- Salesforce Service Cloud will become more tightly integrated with Google Customer Engagement Suite, bringing enhanced AI-enabled contact center capabilities including real-time voice translation, intelligent agent-to-agent handoffs, personalized agent recommendations, and AI-driven conversational insights across all channels.
- Salesforce’s Agentforce, Data Cloud, and Customer 360 Apps will run on Google Cloud infrastructure, with access to new regions and simplified procurement through the Google Cloud Marketplace.
Google Cloud is at the forefront of enterprise AI innovation with millions of developers building with Google’s cutting-edge Gemini models and on Google Cloud’s AI-optimized infrastructure. This expanded partnership will empower Salesforce customers to build Agentforce agents using Gemini and to deploy Salesforce on Google Cloud. This is an expansion of the existing partnership that allows customers to use data from Data Cloud and Google BigQuery bi-directionally via zero copy technology — further equipping customers with the data, AI, trust, and actions they need to bring autonomous agents into their businesses.
“Through our expanded partnership with Google Cloud and deep integrations at the platform, application, and infrastructure layer, we're giving customers choice in the applications and models they want to use," said Srini Tallapragada, Salesforce President & Chief Engineering and Customer Success Officer. “Salesforce offers a complete enterprise-grade agentic AI platform that makes it easy to deploy new capabilities easily and realize business value fast. Google Cloud is a pioneer in enterprise agentic AI, offering some of the most powerful, capable models, agents, and AI development tools on the planet. Together we are creating the best place for businesses to scale with digital labor.”
“Salesforce’s selection of Google Cloud as a major infrastructure provider means enterprise customers can now deploy some of their most critical applications on our highly secure, AI-optimized infrastructure — with minimal friction,” said Thomas Kurian, CEO of Google Cloud. “Our mutual customers have asked us to be able to work more seamlessly across Salesforce and Google Cloud, and this expanded partnership will help them accelerate their AI transformations with agentic AI, state-of-the-art AI models, data analytics, and more.”
"At Wayfair, we're deeply committed to using data and AI to create exceptional customer experiences,” said Fiona Tan, CTO of Wayfair. “The Salesforce and Google Cloud partnership, particularly the availability of Salesforce on Google Cloud infrastructure and the integration of Agentforce and Gemini, offers powerful new capabilities to personalize interactions and empower our teams to better serve our customers."
Why it matters:
Agentic AI isn’t just emerging; it’s already here and represents a
This includes:
- Data: Highly secure and unified access to all your data, no matter where it resides, with a zero-copy architecture and enriched metadata for deeper insights. This breaks down data silos across platforms so customers don’t have to sacrifice choice for an integrated experience, unlike solutions that hoard data access or require users to cobble together disparate solutions.
- AI: Unparalleled choice and flexibility with leading AI models, including predictive, generative, and multi-modal options. This allows businesses to tailor solutions to their specific needs and avoid being locked into a single provider's AI capabilities.
- Trust: A multi-layered approach to protect your data and infrastructure with encryption, data residency options, and a choice of infrastructure providers. Additionally, robust guardrails, bias detection, explainability, and toxicity controls are built-in to ensure responsible AI development and deployment.
- Actions: Seamless integration of automation, analytics, and applications across platforms to streamline workflows and drive efficiency across the organization. This allows businesses to maximize the impact of AI agents by connecting them to their existing tools and systems, unlike solutions with limited integrations or closed ecosystems.
Data: Real-Time Responses in Agentforce with Google Search
Agentforce will be able to use Grounding with Google Search through Vertex AI, building on the secure data foundation established through the zero copy partnership between Salesforce Data Cloud and Google BigQuery. This integration empowers Agentforce agents with the ability to reference up-to-the-minute data, news, current events, and credible citations, substantially enhancing their contextual awareness and ability to deliver accurate, evidence-backed responses.
For example, in supply chain management and logistics, an agent built with Agentforce could track shipments and monitor inventory levels in Salesforce Commerce Cloud, and proactively identify potential disruptions using real-time data from Google Search, including weather conditions, port congestion, and geopolitical events. Availability is expected in the coming months.
AI: Unlocking the Power of Choice and Flexibility with Gemini and Agentforce
Businesses need the freedom to choose the best models for their needs rather than be locked into one vendor. In 2025, Google’s Gemini models will also be available for prompt building and reasoning directly within Agentforce.
With Gemini and Agentforce, businesses will benefit from:
- Agents with multi-modal capabilities: Gemini's native multimodality lets agents "see" and interpret the world, enabling AI to recognize images (like error codes) and detect emotions in voice. Integrating this into Agentforce creates smarter agents that respond to audio, video, and text.
- Expanded contextual understanding and reasoning: Gemini's 2 million-token context window lets agents retain and reference massive amounts of information, like entire codebases, years of customer interactions, or product documentation.
- Increased speed and efficiency: Google’s Tensor processing Units (TPUs), combined with advanced techniques like those used in Google's NotebookLM, enable Gemini to process and understand information with exceptional speed and efficiency, delivering real-time responses even for complex queries. This translates to faster response times and reduced operational costs.
For example, an insurance customer can submit a claim with photos of the damage and an audio voicemail from a witness. Agentforce, using Gemini, can then help the insurance provider deliver better customer experiences by processing all these inputs, assessing the claim's validity, and even using text-to-speech to contact the customer with a resolution, streamlining the traditionally lengthy claims process. Availability is expected this year.
Trust: Salesforce Platform deployed on Google Cloud
Customers will be able to use Salesforce's unified platform (Agentforce, Data Cloud, Customer 360) on Google Cloud's highly secure, AI-optimized infrastructure, benefiting from features like dynamic grounding, zero data retention, and toxicity detection provided by the Einstein Trust Layer.
Once Salesforce products are available on Google Cloud, customers will also have the ability to procure Salesforce offerings through the Google Cloud Marketplace, opening up new possibilities for global businesses to optimize their investments across Salesforce and Google Cloud and benefiting thousands of existing joint customers.
Action: Enhanced Employee Productivity and Customer Service with AI-Powered Integrations
Millions use Salesforce and Google Cloud daily. This partnership prioritizes choice and flexibility, enabling seamless cross-platform work. New and deeper connections between platforms like Salesforce Service Cloud and Google Cloud's Customer Engagement Suite, as well as Slack and Google Workspace, will empower AI agents and service representatives with unified data access, streamlined workflows, and advanced AI capabilities, regardless of platform.
Salesforce and Google Cloud are deeply integrating their customer service platforms — Salesforce Service Cloud and Google Cloud's Customer Engagement Suite — to create a seamless and intelligent support experience. Expected later this year, this unified approach empowers AI agents in Service Cloud with:
- Real-time Voice Translation and Sentiment Analysis: Google Cloud AI in Service Cloud will enable real-time voice translation breaking down language barriers. New agent assist features within the Service Cloud desktop will analyze tone of voice and audio cues for deeper customer sentiment understanding.
- Agent-to-Agent Intelligent Handoffs: Across all channels, virtual agents built on Google Conversational Agents will be able to seamlessly connect with Agentforce in Service Cloud for more efficient management of multi-step, customer interactions.
Salesforce and Google Cloud are also exploring deeper integrations between Slack and Google Workspace, boosting productivity and creating a more cohesive digital workspace for teams and organizations. The companies are currently exploring use cases such as:
- The ability for users to use enterprise search in Slack to access and act on files in Google Drive.
- The ability to more easily share information between Gmail and Slack, enhancing communication and knowledge sharing.
The result is a more connected and productive work environment, where businesses can choose the best tools for their needs from employee productivity to customer service while benefiting from a seamless and intelligent workflow across platforms.
Expanding Partnership Capabilities and Integrations
This partnership goes beyond core product integrations to deliver a more connected and intelligent data foundation for businesses. This is just the beginning; Salesforce and Google Cloud are committed to ongoing innovation and deeper collaboration to empower businesses with even more powerful solutions. Expected availability throughout 2025.
- Deeper integrations across Data Cloud, BigQuery, and Cortex Framework will make it easier than ever for customers to securely ground their AI agents in all of their enterprise data.
- New native Tableau, Looker, and BigQuery integration will allow customers to manage and visualize business data across all platforms in one single UI with standardized business logic and data definitions.
About Salesforce
Salesforce helps organizations of any size reimagine their business with AI. Agentforce — the first digital labor solution for enterprises — seamlessly integrates with Customer 360 applications, Data Cloud, and Einstein AI to create a limitless workforce, bringing humans and agents together to deliver customer success on a single, trusted platform.
About Google Cloud
Google Cloud is the new way to the cloud, providing AI, infrastructure, developer, data, security, and collaboration tools built for today and tomorrow. Google Cloud offers a powerful, fully integrated and optimized AI stack with its own planet-scale infrastructure, custom-built chips, generative AI models and development platform, as well as AI-powered applications, to help organizations transform. Customers in more than 200 countries and territories turn to Google Cloud as their trusted technology partner.
View source version on businesswire.com: https://www.businesswire.com/news/home/20250224216587/en/
Source: Salesforce
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