AWS re:Invent 2025 - Customer Story: AI Adoption with Salesforce & Amazon Bedrock (AIM267)

Summary of AWS re:Invent 2025 - Customer Story: AI Adoption with Salesforce & Amazon Bedrock (AIM267)

Presenter Background and Perspective

• Shivani Huja, a former banking executive, now works at Salesforce helping the company engage with CIOs and other C-suite leaders on AI adoption.
• She has met with over 520 CIOs in the past year and has observed key trends in how organizations are approaching AI implementation.

The Evolution of CIO Attitudes Towards AI

1. Early Stages: CIOs initially wanted to "build their own" AI solutions, even when they lacked the fundamental understanding of different AI architectures (predictive, generative, agentic).
2. Shift to SaaS Platforms: As CIOs gained more awareness, the conversation shifted towards leveraging SaaS platforms that could provide templates and quick deployment, often integrating with existing systems like Salesforce.
3. Cloud Service Providers: Some CIOs preferred to work with cloud service providers like AWS, seeking the benefits of scalability, governance, and the ability to build customized agents.
4. Agentic Native Integrations: The latest trend Huja has observed is CIOs looking to leverage their existing technology investments and partner ecosystems to build "agentic native" integrations, rather than ripping and replacing their entire technology stack.

Capita's Agentic AI Journey with Salesforce and Amazon Bedrock

• Capita, a large UK-based business process outsourcer, is an example of this "better together" approach, leveraging Salesforce and Amazon Bedrock to drive agentic AI adoption.
• Capita has identified four key use cases for agentic AI:
  1. Integrating agentic agents across their 65+ different applications, using Mulesoft to create a unifying layer.
  2. Deploying voice-based agentic agents in their contact centers, integrating Amazon Connect and Salesforce.
  3. Leveraging Mission Force for their defense applications and building "local government in a box" solutions.
  4. Democratizing the development of agentic agents across their entire organization, empowering employees to build and deploy agents without extensive technical expertise.

Measuring the Impact of Agentic AI

• Capita is not focused on reducing headcount, but rather on improving key performance metrics and enhancing the employee and customer experience.
  • Eliminating penalties and sharing profits with customers due to improved KPI performance.
  • Increasing win rates by making their offerings cheaper, faster, and more flexible with AI.
  • Measuring the adoption and impact of agentic agents built by employees, and attributing "fiat currency" value to these contributions.
  • Observing improvements in customer and employee NPS (Net Promoter Score) as a result of the agentic AI implementations.

The Benefits of the Salesforce and AWS Partnership

• Capita highlighted several advantages of the Salesforce and AWS partnership:
  • The ability to purchase Salesforce solutions directly on the AWS Marketplace, allowing them to leverage their existing AWS commitments.
  • Salesforce's deep expertise in the Salesforce ecosystem and the availability of pre-built agentic AI use cases on the Salesforce platform.
  • The security and scalability benefits of running Salesforce solutions on the AWS platform, which Capita considers the "best security platform on earth."

Key Takeaways for the Audience

1. Build on platforms that are proven to be long-term, stable solutions, rather than getting caught up in the hype of specialized point solutions.
2. Empower your own employees to build agentic agents tailored to your specific business processes and use cases.
3. Embrace the fun and creativity of agentic AI development, leveraging low-code tools to rapidly prototype and iterate.