AI STRATEGY
However, the rise of agency brings a new set of challenges. As these systems gain the power to act on our behalf, focus is already switching from prompt engineering to robust governance, safety frameworks and reliable alignment.
At Salesforce, Slackbot is evolving into an agentic work operating system that connects large language models to a user’ s lived context – from Slack threads and calendars to CRM records and shared drives.
Rather than waiting for instructions, it acts as a proactive teammate, reducing the‘ toggle tax’ of moving between applications. Employees use it to prepare for cross-functional meetings or to automate entire project lifecycles through multi-agent collaboration. Internal research shows 73 % of adoption has been driven organically through colleagues sharing effective prompts, signalling a behavioural shift in how work is coordinated. The next step is interface evolution: using Slack’ s Block Kit framework to dynamically generate bespoke forms and visual components, unifying search and execution in a single entry point. Meanwhile, agentic AI is underpinning an AI-first reinvention of customer experience at Zoom.
The Zoom Virtual Agent moves beyond scripted chatbots to deliver autonomous, end-to-end resolution across voice and chat, retrieving order details, updating records and anticipating needs before they are fully articulated. Crucially, it orchestrates intelligent hand-offs into Zoom Contact Center when empathy or specialist judgement is required.
92 April 2026