Salesforce & AWS advance secure AI agents in enterprise change

Salesforce and AWS have announced collaboration efforts aimed at accelerating the use of artificial intelligence (AI) agents in enterprise operations, with a focus on data integration, secure agent deployment, contact centre modernisation, and streamlined procurement.

According to Salesforce's Agentic Enterprise Index, businesses in the first half of 2025 have increased the deployment of AI agents by 119%, with employee interaction up 65% month over month and conversation durations extended by 35%. These findings suggest AI-based agentic systems are becoming an essential component within corporate settings.

Salesforce and AWS have worked together for nearly a decade, supporting customers such as Deel, Expedia Group, Toyota Motor North America, and 1-800Accountant. The collaboration is centred on enabling easier, safer, and faster adoption of agentic technologies, while maintaining security and trust for shared customers.

The cloud transformed how enterprises operate, and now agentic AI is driving the next evolution. AWS and Salesforce have spent nearly a decade helping customers navigate complex technology shifts, and we're bringing that same approach to making advanced AI accessible, secure, and outcome-oriented - through integrations with Amazon Connect and AWS Clean Rooms, secure model hosting via Amazon Bedrock, and simplified procurement through AWS Marketplace, where Salesforce has surpassed $2 billion in lifetime sales.

The partnership is structured around four main pillars: unification of data, the creation and deployment of secure, interoperable AI agents, modernisation of contact centre capabilities, and the facilitation of AI solution procurement via the AWS Marketplace.

This next phase of the Salesforce and AWS partnership is about helping businesses continue to evolve into agentic enterprises where every company operates with infinite capacity, precision, and speed by pairing human expertise with AI-powered agents. By leveraging integrations across Salesforce and AWS, we're helping our customers unlock AI's value - by securing data access, advancing interoperable agentic workflows, and delivering innovative experiences that scale.

Data unification

A core element for AI system deployment is access to reliable and secure data. Salesforce's Zero Copy feature in Data 360 allows firms to analyse data stored on platforms such as Amazon Redshift without duplicating or moving the data, supporting efficiency and reducing complexity.

Businesses like 1-800Accountant are using Data 360 and AWS to unify client data, with Zero Copy enabling direct integration to Amazon Redshift. This approach creates a complete client overview and supports 24/7 AI-powered responses for routine and complex customer queries, thus permitting employees to focus on higher value interactions.

Zero Copy is a significant value driver. We don't have to replicate every piece of data, which is crucial with hundreds of millions of transactions. With Data 360 and AWS, our AI agents can create personalized customer experiences and deliver meaningful answers.

Further developments include Data 360 Clean Rooms, which integrate with AWS Clean Rooms to provide a privacy-enhanced environment where multiple parties can share insights without exposing raw data. This ensures compliance and privacy as organisations analyse collective data. Expedia Group Advertising uses this capability to allow advertisers to assess the real-time impact of campaigns by comparing booking data, helping companies effectively measure ad spend return.

Agent collaboration and interoperability

Salesforce's Agentforce platform, now available through AWS Marketplace, enables deployment of interoperable, multi-vendor AI agents. Open standards like Model Context Protocol (MCP) and Agent2Agent (A2A) allow agents to collaborate transparently across workflows. The Agentforce MCP Client, now in pilot, will permit agents to coordinate actions, such as retrieving IoT data from hotel rooms and initiating automated responses.

An upcoming integration with Slack's MCP server will give users secure access to Quick Suite's business automation tools directly within Slack, allowing operations such as proofreading, summarising, and research without leaving the platform's interface.

Through Agentforce's Atlas Reasoning Engine, enterprises can deploy Anthropic's AI models, hosted by Amazon Bedrock, within Salesforce's trust boundary, meeting requirements for security and compliance. Amazon Bedrock also provides Amazon Nova models for use within Salesforce Agentforce Prompt Builder, enabling the creation of reusable generative AI prompts for purposes such as automated customer case responses.

Toyota Motor North America intends to automate its customer service and appointment scheduling workflows using Agentforce integrated with Anthropic Claude models hosted on Amazon Bedrock, a move aimed at maintaining enterprise-level security standards.

Modern contact centres

Salesforce and AWS have supported over 1,000 customers and 100,000 agents in delivering AI-augmented customer service through Agentforce Voice. The Salesforce Contact Centre with Amazon Connect offers unified agent experiences, extending AI capabilities to voice channels, and providing seamless handoff of complex cases to human agents with full conversation and data context.

Customers expect their contact center to be open, intelligent, and easy to deploy. The integration of Agentforce Voice with Amazon Connect SCC-AC enables businesses to handle routine calls with AI while ensuring seamless handoffs to service representatives, building on our long-standing collaboration with Salesforce to enhance customer service experiences.

Planned enhancements will introduce agent interoperability between Amazon Q in Connect and Agentforce agents through MCP support, further improving efficiency in issue resolution.

Procurement and marketplace access

Salesforce is available on AWS Marketplace in 30 countries, including new markets in Latin America. Enterprises can now find, procure, and manage AI solutions more easily, supported by features such as consolidated billing and access to prebuilt agent workflows on AgentExchange.

By purchasing Salesforce through AWS Marketplace, we were able to accelerate impact, equip our team with the tools they need, streamline procurement into a single consolidated bill, and simplify how we build a best-in-class tech stack.

With over 30 agent listings on AgentExchange and standardised procurement processes, organisations are able to automate workflows and facilitate the transition to agentic operations on a global scale.

Salesforce and AWS will continue to introduce new capabilities and integrated innovations to further simplify and secure the deployment of AI-powered agentic systems for customers worldwide.