Google and Salesforce are teaming up to deliver “more customer choice” when it comes to AI agents.
The two tech titans have announced an expansion of their existing partnership, which will allow joint customers to access Google Gemini within Salesforce’s Agentforce platform.
In doing so, AI agents will be able to leverage Gemini’s AI models and capabilities to process images, audio, and video.
The agents will also have the capacity to tackle complex tasks with multimodal features and extensive context windows, as well as being able to utilize real-time insights from Google Search via Vertex AI.
The companies believe that the collaboration will provide customers with “crucial flexibility” – enabling them to develop customized AI solutions without being restricted to a single model provider.
In discussing the news, Srini Tallapragada, Salesforce President and Chief Engineering and Customer Success Officer, detailed how the deepened partnership and integrations will give “customers choice in the applications and models they want to use.
“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.
So, let’s take a closer look at some of the additional features that the partnership will deliver.
The Power of Choice
In the official release by both companies, they outlined the following three key business benefits:
Multimodal AI Capabilities: The ability to process images, audio, and text, will enable agents to perform advanced tasks like recognizing error codes in photos or detecting emotions in voice recordings.
Enhanced Context and Reasoning: Gemini’s two-million-token context window allows agents to reference vast data sets, such as entire codebases or years of customer interactions.
Greater Speed and Efficiency: Powered by Google’s TPUs and advanced processing techniques, Gemini delivers real-time responses, improving operational efficiency and reducing costs.
In expounding on the benefits of using Gemini within Agentforce, Thomas Kurian, CEO of Google Cloud, explained how it will allow enterprise customers to “deploy some of their most critical applications on our highly secure, AI-optimized infrastructure – with minimal friction.”
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.
The partnership will also see a strengthening of the integration between the companies’ customer service platforms – Salesforce Service Cloud and Google Cloud Customer Engagement Suite – to “create a seamless and intelligent support experience.”
Expected later this year, this integration aims to empower AI agents in Service Cloud with:
Real-Time Voice Translation and Sentiment Analysis: Google Cloud AI will enable live translation, breaking language barriers, while analyzing tone and audio cues for better sentiment understanding.
Intelligent Agent Handoffs: Virtual agents built on Google Conversational Agents will be able to transition complex customer interactions to Agentforce in Service Cloud for smoother, multi-step resolutions.
Unpacking the Partnership
Away from Gemini, Agentforce will integrate Google Search through Vertex AI, leveraging secure data connections between Salesforce Data Cloud and Google BigQuery.
The companies claim that this will enable agents to access real-time information, improving accuracy and decision-making.
For example, Salesforce claims that in supply chain management, an Agentforce-powered AI could track shipments, monitor inventory in Salesforce Commerce Cloud, and anticipate disruptions using real-time data on weather, port congestion, and geopolitical events.
Joint customers will also be able to leverage Salesforce’s unified platform – including Agentforce, Data Cloud, and Customer 360 – on Google Cloud’s secure, AI-optimized infrastructure.
This integration ensures enhanced security and trust with features like dynamic grounding, zero data retention, and toxicity detection via the Einstein Trust Layer.
Additionally, once Salesforce products launch on Google Cloud, businesses will have the option to purchase them through the Google Cloud Marketplace.
More News from Google and Salesforce
Earlier this month, Google revealed that it is developing a personalized AI-powered chatbot.
The tool will be integrated into its devices – such as smartphones, laptops, and tablets – where it will be able to automatically answer calls, process requests, and respond on the user’s behalf.
Elsewhere, the Salesforce Service Assistant recently became available on Service Cloud.
It helps live agents by creating step-by-step plans to address queries, taking into account intent, case history, and customer context.
Originally launched as ‘Salesforce Service Planner’ in October 2024, Salesforce advises users to integrate it with Data Cloud and the contact center knowledge base for enhanced accuracy.
