Agentic AI isn’t coming — it’s here and already changing everything.
Irina Gutman, Global Leader of AI Professional Services at Salesforce, breaks down what agentic AI really is and why it’s a huge leap beyond predictive and generative AI. We get into why your first AI agent should be boring (and repeatable), and why building the tech is easy compared to rewiring your people, processes, and leadership models.
Irina shares why businesses need strong guardrails, real operating models, and why AI adoption without organizational readiness is a recipe for disaster. We also talk about the skills humans actually need to stay relevant, how to spot hidden risks, and why the future belongs to companies who rethink their structure — not just their tools.
Key Moments:
00:00: Irina Gutman Explains Salesforce’s AI Agents
03:03: Predictive, Generative, and Agentic AI — What's the Difference?
05:20: How Agentic AI Thinks and Acts
08:32: Chatbots vs. AI Agents: Why It Matters
14:22: The 5 Building Blocks of an AI Agent
18:13: Organizational Readiness: New Skills, New Roles
22:26: The Right Way to Start with AI Agents
26:27: Future-Proof Your AI Strategy
29:53: Rethinking the Operating Model for AI
32:45: Upskilling is Non-Negotiable
35:14: Vendors Can Help You Be AI-Ready
36:25: Rethinking Change Management for Agentic AI
42:38: What’s Next: Multi-Agent Collaboration
48:09: Building AI Responsibly: Guardrails and Risk
51:39: Real-World AI: A Standout Customer Experience
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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce
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