Salesforce vs Talkdesk

Salesforce’s Agentforce Coworker Usage Soars 21x in Three Months as Enterprises Delegate Real Work to AI

Salesforce announces that Agentforce Coworker usage has surged 21x in three months, surpassing 185,000 users, as enterprises increasingly delegate real work to AI.

Salesforce AI's ADLC: Building AI-Native Product Teams

In a podcast episode, Salesforce AI's head of engineering, Jayesh Govindarajan, discusses the AI Development Lifecycle (ADLC), which replaces the traditional SDLC to accommodate continuous model updates and agent drift. He emphasizes continuous iteration, the importance of evals and observability, and the need to rebuild AI features frequently. The episode also covers how Salesforce transforms its 700-person product team into an AI-native one, including allowing teams to choose their own AI tools (e.g., Cursor, Claude Code) rather than mandating winners. Govindarajan highlights the use of Agent Script for deterministic answers and stresses hiring for high agency, craftsmanship, and the ability to define 'what good looks like'. The discussion is part of a podcast recorded at Dreamforce, with a link to a Senior Agentic Product Manager role.

• Salesforce AI's Jayesh Govindarajan leads the Agentforce organization.
• Govindarajan proposes replacing the SDLC with an ADLC (AI Development Lifecycle).
• The ADLC is a continuous iteration process: observe, build, test, evaluate, deploy.

Salesforce Agrees to Acquire Cresta, Which Offers Automated Calls and Real-Time Coaching

Salesforce has signed a definitive agreement to acquire Cresta, an AI voice agent company specializing in automated calls, real-time coaching, and interaction analysis. Customers include Marriott and Comcast. The acquisition aims to integrate Cresta's conversation understanding with Salesforce's CRM data, enabling AI to handle interactions and update customer records seamlessly. While the deal price was not disclosed, Cresta will continue to support existing contact-center and telephony platforms post-close. This marks Salesforce's third acquisition in about two weeks, following Braze and Rune Technologies, as part of its broader Agentforce strategy. The transaction is expected to close in Q1 of fiscal 2028, pending regulatory approval.

• Salesforce signed a definitive agreement to acquire Cresta, an AI voice agent company serving clients like Marriott and Comcast.
• The acquisition price was not disclosed.
• Cresta's AI voice agents handle customer calls end-to-end and guide human representatives in real-time.