Among the many demos, the one that impressed me most was Agentforce in the contact center. A man called a brand's phone number and a female voice answered naturally. She welcomed him and asked how she could help, and he said he wanted to repair a piece of jewellery. Without much hesitation, the agent already knew the caller's location and offered to set up an appointment at one of the brand's branch offices in Brussels. And just like that, the appointment was made.

It is a fairly simple scenario, but it showcased the real capability of the agent. When the agent is finely orchestrated and all systems are well connected, I believe this could completely replace level 1 (or simple) inquiries in the contact center, with complex conversations escalated to a human specialist (will those soon be replaced by robots too!?).

I do not think there would be much resistance from human customers. Studies show that people are comfortable conversing with AI. After all, most people already interact with machines every day: driving (computer logic and algorithms keep you safe on the road), searching on Google (AI now answers your questions), talking to AI voices, texting with chatbots, and so on.

The era of the agentic enterprise carries the belief that working alongside robots, or AI, is beneficial for productivity and efficiency. But what about privacy, data security, and the other consequences of AI? That, I am not sure about yet.