Cognizant has expanded its partnership with Salesforce, introducing new AI-powered customer and operations transformation services specifically for Salesforce's Agentforce platform. This collaboration is aimed at assisting enterprises in accelerating their transition to an AI-augmented workforce. Cognizant's expertise in customer experience and systems integration is being combined with Salesforce's Agentforce digital labour platform to achieve this goal.

The newly launched offerings are designed to enhance productivity, reduce case cycle times, and deliver measurable business impact across various sectors, including healthcare, retail, and banking. Cognizant has been named a launch partner for Agentforce and is actively participating in three regional Partner Advisory Boards.

A significant portion of Cognizant's Salesforce practice, approximately 60%, is certified in AI specialisations, with 15% being Agentforce Specialists. Cognizant was recognised as Salesforce's first AI Partner of the Year in 2024 for its role in delivering generative AI solutions.

Cognizant is currently providing services to implement Agentforce for over 25 clients across diverse industries. These industries include life sciences, healthcare, banking, insurance, retail, consumer goods, manufacturing, and telecommunications. Industry-specific agent use cases have been developed, such as customer success agents in life sciences, patient care agents in healthcare, and AI assistants in banking.

Cognizant's Neuro AI Multi-Agent accelerator facilitates integration with APIs, RAG, and third-party agents like Agentforce. Cognizant's global sales teams are already utilising Agentforce-powered agents, with plans for additional agents to be rolled out in 2025.

Global Head of Cognizant’s CX & CRM Practice, Uday Kotla, said: "We’re entering an era where autonomous agents aren’t just augmenting workflows, they’re fundamentally reshaping how work gets done...For enterprises, the real opportunity lies in deploying agents that are not only intelligent, but also deeply integrated with business context, data, and industry-specific processes. That’s where Cognizant’s partnership with Salesforce delivers value; by combining proprietary AI accelerators with systems integration, domain knowledge, and CX expertise, we help organisations orchestrate scalable agent ecosystems, enabling clients to lead in the emerging agentic economy."

SVP of Global Alliances & Channels and Outsourcing Service Providers at Salesforce, Phil Samenuk, said: "Organisations need a new labour model that unlocks the full potential of humans with AI at work. Cognizant is a critical partner for identifying and developing specific use cases with our joint customers across industries, helping to ensure tailored and effective AI solutions for scaling digital labour."

Cognizant is also offering a flexible path to AI-powered operations through Salesforce's Business Process Outsourcing (BPO) program. This initiative is part of the broader effort to integrate AI capabilities into business processes, providing tailored solutions that meet the specific needs of various industries.