How IT leaders use agentic AI for business workflows

One area is personalizing on-page digital interactions. “Agentic AI can quickly guide consumers to the right product for their needs, or based on consumer reviews,” says Velia Carboni, CIO of SharkNinja, a global product design and technology company. “By leveraging AI-driven solutions, we aim to provide an engaging and intuitive shopping experience.” Salesforce’s Agentforce plays a key role in SharkNinja’s digital transformation, too, with agentic AI being evaluated across user browsing, product selection, recipe discovery, and customer support.

For some users, the net gains from AI agents could be life-altering. “We’re harnessing the power of agentic AI to enhance our advising workflows,” says Siva Kumari, CEO of College Possible, a nonprofit that supports students on their path to college that uses AI agents to analyze students’ needs, surface relevant institutions, and synthesize information quickly and accurately. By reducing research time from 35 minutes to under three, coaches can now build better relationships and improve their one-on-one guidance. The result is speed, personalization and, hopefully, more successful college admissions.

Streamlining customer support

AI agents are useful for automating repetitive support inquiries, says Salesforce’s White. He points to how 1-800Accountant, a large US virtual accounting firm, uses AI agents to deflect 65% of incoming status requests. “By automating these tasks, their human coworkers can focus on more complex client needs,” he says.