Marking a major leap forward in artificial intelligence (AI)-driven customer engagement, Salesforce and Google have expanded their strategic partnership to integrate Google’s Gemini capabilities into Agentforce.
What impact will this game-changing collaboration have on the market? Let’s explore.
Reach out to discuss this topic in depth.
The competition in the AI space is sprucing up. As the pace of innovation continues unabated, vendors are creating all kinds of possibilities for enterprises to make their AI journey smoother and more impactful. The latest development is the recent announcement coming from Salesforce on their partnership with Google to integrate latter’s Gemini into Agentforce.
The collaboration brings together Salesforce’s customer relationship expertise and Google’s advanced AI capabilities, enabling enterprises to deploy AI-powered agents that promise to bring advanced automation, human-like intelligence, and real-time insights.
Let’s take a closer look at what the partnership brings to the table.
Implications for Agentforce
Salesforce’s Agentforce was already a capable tool for AI-driven customer engagement, but with Google’s Gemini integration, it enhances Salesforce’s proposition to clients further.
- AI agents with multi-modal capabilities
- Gemini brings multi-modal intelligence to Agentforce, allowing it to process text, images, audio, and video
- The two million-token context window enables agents to retain and reference massive amounts of information, like entire codebases, years of previous customer interactions, or product documentation, significantly enhancing the customer experience
- Real-time insights from Google Search with Vertex AI
- Service Cloud and Google Customer Engagement Suite integration
- AI-powered voice translation, intelligent agent handoffs, and personalized recommendations to improve service efficiency
- Real-time AI insights to optimize agent productivity and customer engagement
- Salesforce hosted on Google Cloud for more flexibility
- Salesforce Agentforce, Data Cloud, and Customer 360 will now run on Google Cloud, allowing enterprises to choose where to deploy AI solutions
- Enhanced security, data sovereignty, and compliance options provide additional control to enterprises
- This provides Agentforce with deep integrations at the platform, application, and infrastructure layer, supporting its clients with choice in the applications and models they want to use
- Zero-copy data architecture for AI-powered insights
- The integration between Salesforce and Google’s BigQuery enables enterprises to use data bi-directionally, further equipping them with the data, AI, trust, and actions they need to bring autonomous agents into their business models
- Google Cloud Marketplace availability
- Enterprises can now procure Salesforce solutions directly from Google Cloud Marketplace, simplifying procurement and adoption processes
This partnership benefits both the organizations. Salesforce gets closer access to Google’s advance AI capabilities, along with Google’s hardware for further development of its AI offering, and the option to leverage Google’s cloud infrastructure in addition to AWS. Salesforce will also be able to integrate real-time information from Google Search into its AI offering. It will also make it easier for enterprises locked in the Google ecosystem to adopt Salesforce solutions.
Additionally, using Google infrastructure, Salesforce can look to expand to new regions and markets.
On the other hand, Google gets a sizeable and stable client in Salesforce. The deal is reportedly pegged at US$2.5 billion, with Salesforce committed to spend that amount over a period of seven years.
Both organizations are expected to further advance their aspirations on the contact center front through the deal. It also opens the path for other joint opportunities such as AI development, data management, and the enhancement of other suites of products such as Tableau, Slack, and Google Workplace.
For the enterprises, while the partnership opens new possibilities for AI-powered customer engagement and multi-cloud flexibility going forward, they must also assess its practical implications beyond the promise of “supercharged” agents.
While the partnership enhances AI-driven automation, key concerns, such as ensuring seamless interoperability between Gemini and existing Salesforce workflows, avoiding AI hallucinations in customer interactions, and mitigating data privacy risks, will need to be addressed.
Additionally, the real test will be in how well these AI agents integrate into complex enterprise ecosystems without causing unintended disruptions. For Google, strengthening enterprise-grade security and explainability in Gemini’s AI reasoning will be crucial, while Salesforce must focus on making Agentforce adaptable across varied enterprise use cases rather than a one-size-fits-all AI overlay.
Clients should press both vendors for transparency on real-world performance, ongoing model refinement, and measurable business impact before committing to large-scale deployments.
If you found this blog interesting, check out our What DeepSeek Means For The Services Industry | Blog – Everest Group, which delves deeper into another topic regarding Experience, Sustainability & Trust.
If you have questions or want to discuss more about such partnerships, contact Sharang Sharma [email protected] and Kartik Arora [email protected].
Additionally, enterprises seeking guidance on the outlook of fellow enterprises about their CXM decisions, can gain valuable insights from our recently published Customer Experience Management (CXM) Services CXO Insights: Key Priorities Report 2025. This report highlights outlook and priorities for enterprises in 2025 based on our annual market research survey with responses of senior stakeholders from CXM services.
