Salesforce and Google are shaking up the AI game with a major partnership expansion, giving businesses more firepower to build next-gen customer service agents. The move brings Google’s powerhouse Gemini AI to Salesforce’s Agentforce, allowing agents to process images, audio, and video, handle complex requests with a two-million-token context window, and pull real-time answers from Google Search via Vertex AI.
But that’s just the start. The deal also tightens Salesforce Service Cloud’s integration with Google’s Customer Engagement Suite, unlocking AI-powered contact centre upgrades like real-time voice translation, smarter agent handoffs, and AI-driven insights across all channels.
For companies invested in AI-driven service, this means fewer limits and more choices. With Salesforce’s core products—Agentforce, Data Cloud, and Customer 360—now running on Google Cloud, businesses get access to more regions and an easier way to procure Salesforce tech through the Google Cloud Marketplace.
Why this matters
Salesforce estimates the market opportunity for AI agents at a staggering $2 trillion, with 84% of CIOs seeing AI as transformative as the internet. This deal ensures businesses aren’t locked into one AI model, giving them the flexibility to use Gemini’s multi-modal capabilities for smarter, more responsive virtual agents.
For example, imagine an insurance claim where an AI agent can instantly analyse uploaded damage photos, assess a witness’s voicemail, and issue a claim decision—all in real time. Or a global contact centre where AI translates customer calls on the fly, helping human agents respond faster and smarter.
And because it’s all happening on Google Cloud’s AI-optimised infrastructure, Salesforce customers get beefed-up security, bias detection, and real-time grounding from Google Search so their AI stays accurate and reliable.
What’s Next
The partnership is set to roll out in phases throughout 2025, with businesses getting access to deeper Salesforce-Google integrations, from AI-powered Slack-Google Workspace connections to seamless automation across platforms.
Bottom line? AI-powered customer service is about to get a serious upgrade, and businesses will finally have the tools to build the kind of AI agents they actually need.