Continuing adoption of autonomous agents will increase business efficiency and motivate stronger customer service, ISG Provider Lens™ report says
AI-driven automation, particularly through Salesforce’s Agentforce, is beginning to change how businesses in the U.K. operate and could have wider societal implications, according to a new research report published by Information Services Group (ISG), a global AI-centered technology research and advisory firm.
Salesforce Agentforce enables fully autonomous AI agents that perform tasks independently across the Salesforce Customer 360 platform. The 2025 ISG Provider Lens™ Salesforce Ecosystem Partners report for the U.K. finds that Salesforce’s transition to an agent-first operational model is both a catalyst for business transformation and a topic of societal importance in the U.K.
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“Adopting an agent-first model is a seismic shift for organizations, not just technologically but culturally,” said Anthony Drake, partner, ISG. “As autonomous agents become smarter, more efficient and more agile, entire customer interaction workflows will be redefined, and new decision-making processes will follow suit.”
Successfully integrating autonomous agents will require comprehensive enterprise governance frameworks that establish clear operational and ethical boundaries for agents, along with risk management protocols that monitor and mitigate potential threats while adhering to stringent compliance guidelines.
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As AI agents become more commonplace in people’s lives, the report says U.K. consumers may grow accustomed to instant service from businesses and public services, leading to new standards for customer service. Organizations that invest early in developing managed agent services, or partnering with their developers, have a strong chance of securing significant competitive advantage.
“The rise of Agentforce clearly illustrates that the era of static SaaS is evolving into a dynamic, AI-powered future defined and accelerated by autonomous and agent-driven enterprises,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “For those in the Salesforce managed services sector, this transformation is an opportunity to lead by evolving into managed agent service providers that help businesses embrace this shift strategically.”
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Source – Businesswire
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