Salesforce has expanded MuleSoft Agent Fabric in response to the rapid growth of AI agents across enterprises.
Designed as a control layer, this expansion will allow the CRM giant to tackle the “agent sprawl” problem in CX with targeted capabilities.
This strategy aims to provide enterprises with structured AI agent management to apply them safely and consistently across customer experience and operations.
Andrew Comstock, SVP & GM for MuleSoft at Salesforce, highlights that market competition will soon be determined by an enterprise’s ability to work with a mix of models, tools, and environments.
“The most successful organizations of the next decade will be those that harness the full diversity of the multicloud AI landscape,” he explained.
“The expanded capabilities of MuleSoft Agent Fabric give you the freedom to innovate across any platform while maintaining the unified visibility and control needed to scale.”
The Problems and Risks with Agent Sprawl
Salesforce has identified the rapid rise in autonomous AI agents across businesses and IT environments to tackle everyday tasks.
In fact, the number of actively deployed AI agents worldwide is expected to grow to more than 1 billion by 2029, a 40-fold increase from 2025.
This illustrates how quickly the deployment of AI agents can easily outpace an enterprise’s ability to track, govern, or integrate them without new tools and processes.
This growth rate exposes several challenges for the enterprises that choose to adopt AI agents.
Due to the rarity of AI agents being deployed for company-wide use, most agents are built on various clouds and tools, often controlled by individual teams to achieve targeted goals. This results in limited or no visibility on agent interactions, where they run, what they do, and what data they can access.
Defining this issue as “agent sprawl”, Salesforce highlights how a fragmented landscape of autonomous agents operating without centralized governance or coordination means reduced comprehensive discovery and management.
This means that many enterprises could struggle with redundant or overlapping agents, hidden deployments, and unclear responsibilities for security and compliance.
Tackling Agent Sprawl With Salesforce MuleSoft
By expanding MuleSoft Agent Fabric, Salesforce can now directly address agent sprawl by giving enterprises a central control plane for all AI agents and tools.
MuleSoft Agent Fabric was introduced into Salesforce in September, aiming to tackle agent sprawl in enterprise AI.
By integrating new capabilities, this latest expansion aims to replace the manual effort required for ensuring that agents remain visible to security and operations teams whilst establishing clear ownership, preventing the agent landscape from fragmenting.
This is done by creating a shared system of record for agents, automating discovery, standardizing metadata, and centralizing visibility.
This turns a growing, unmanaged set of agents into a known, accountable portfolio, with each agent having ownership, context, and a clear role within the enterprise.
Gain Oversight Without the Legwork
MuleSoft now includes Agent Scanner, which automatically detects new loan-processing agents across clouds and surfaces them in a single view, allowing customers to see which LLMs power them and which databases they can access.
Salesforce standardizes data from every provider into A2A format, allowing third-party and native agents to be easily verified.
This capability allows customer enterprises to reduce security and compliance team overload and have fewer blind spots, enabling better visibility into data exposure and verifying compliance with internal policies and regulations.
Connect Your Siloed Innovations
As many teams build internal agents for their own environment, central registration allows these assets to be added to a shared registry with minimal effort.
Instead of these tools being siloed to departments, other teams can input, discover, and reuse these agents in the registry, instead of creating new, overlapping solutions that cause unnecessary fragmentation issues.
Salesforce also ensures that these agents remain subject to enterprise security, access controls, and monitoring, reducing the risk that informal tools operate outside governance.
Optimize Your AI Spend
Deploying the enhanced agent map in MuleSoft enables customer leaders to track all agents in use across regions, teams, and platforms in a single view.
Customers can also utilize MuleSoft Agent Visualizer to group and filter agents by function type, such as summarization, classification, and decision support, making functional overlap easier to spot.
By consolidating duplicate agents into a single, shared solution, this allows enterprises to reduce repeated platform fees, model usage costs, and maintenance effort, redirecting budgets towards improving existing agent capabilities.
Benefiting CX Leaders and Teams
Addressing the rising issues of agent sprawl helps CX leaders balance innovation with control, and scale AI-driven service in a way that is predictable, compliant, and aligned with customer expectations.
Regarding security and governance, managing agent sprawl means teams can move from reactive risk migration to proactive, scalable oversight of AI behavior across the enterprise.
Brad Ringer, Enterprise & Integration Architect, AT&T, and customer of MuleSoft Agent Fabric, explains the value of consistent agent governance, and how this priority serves as an operational foundation for CX.
“MuleSoft is a massive accelerator for our long-term AI roadmap. With AI moving so fast, MuleSoft Agent Fabric provides the framework we need to scale.
“It brings together and helps us orchestrate all of the agents and MCP servers we’re building in customer support, chat, and voice interactions.
“It isn’t just a tool; it’s a huge enabler for everything we’re doing next.”
This agent sprawl solution also supports visibility for CX teams, improving agent knowledge of which AI agents are interacting with customers, where they are deployed, or what actions they can take.
Centralized discovery and registration grants CX leaders full access to which agents are active across service channels, what data they access, and how they are configured, reducing blind spots in digital service operations.
Furthermore, centralized governance ensures customers receive more consistent and lower-risk interactions with AI agents, reducing the chance of hallucinations, incorrect refunds, data exposure, and uneven service quality.
A managed agent framework now allows CX teams to expand automation with more confidence, allowing both recycled and new agents to be deployed faster while maintaining oversight, compliance, and accountability.
