Infosys unveils Customer Experience Suite for Salesforce to accelerate agentic AI adoption

IT services company Infosys Ltd on Friday (October 10) launched the Infosys Customer Experience Suite for Salesforce, a comprehensive set of solutions designed to accelerate agentic transformation and help enterprises scale their digital workforce. The initiative builds on Infosys’ longstanding collaboration with Salesforce and aims to deliver advanced Agentforce solutions to enhance customer experience and business performance.

Leveraging Infosys Topaz, an AI-first set of services, solutions, and platforms, together with Salesforce’s agentic AI capabilities, the suite empowers businesses to automate and streamline customer interactions across service, sales, and employee support functions.

It enables personalisation through tailored, context-aware experiences and ensures seamless integration within enterprise ecosystems to optimise workflows and improve operational efficiency. Infosys stated that the new suite supports enterprises in navigating their digital transformation journeys while delivering measurable business outcomes.

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With real-time processing capabilities, the solutions support immediate decision-making and dynamic customer interactions, all while adhering to ethical and regulatory standards. The goal is to equip enterprises with scalable, AI-driven solutions that drive measurable efficiencies across sales, services, and marketing channels and ensure operational success.

Infosys deployed Agentforce SDR to revolutionise the sales process for a leading research institute, addressing inefficiencies and reducing response time. Infosys also helped a renowned media house in transforming its customer service operations.

By leveraging Salesforce’s agentic AI solutions, alongside effective service management techniques, the company achieved significant reductions in transactional inquiries, spam, and case handling time, ultimately elevating customer satisfaction scores. The solutions have already delivered measurable outcomes for clients.

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Dinesh Rao, EVP and Chief Delivery Officer, Infosys, said, "Agentic AI is redefining how enterprises operate. Through our strengthened collaboration with Salesforce and our capabilities for Agentforce, we are uniquely positioned to empower businesses to excel in this new era.

By integrating cutting-edge technology offerings, such as Infosys Topaz, and a deep understanding of our clients’ needs, we are empowering businesses to unlock sustainable growth, enhance productivity, and build a foundation for long-term success in an AI-powered world."

Shares of Infosys Ltd ended at ₹1,511.90, up by ₹2.60, or 0.17%, on the BSE.Read about our editorial guidelines and ethics policy