As with any investment, your capital is at risk.
No one likes calling customer service and having to sit on hold. Even worse is dealing with a chatbot that completely fails to understand your question.
Salesforce believes it has a solution. Agentforce, launched late last year, uses generative AI to understand natural language and taps into its clients’ systems to resolve customer service issues. Unlike traditional approaches, it can handle multiple interactions simultaneously, is available 24/7, and can use the data from each interaction to generate actionable analytics for business customers.
Baillie Gifford added Salesforce to its portfolio partly because of this technology’s promise. The San Francisco-based firm is not alone in pioneering ‘agentic AI,’ but has three critical factors in its favor.
Cumulative Agentforce conversations
First, from Disney to the Danish government, more than 150,000 organizations already use its products, giving it an edge in distribution.
Second, many of those clients have significant volumes of data in other Salesforce systems, providing Agentforce secure access to high-quality and well-structured records.
And third, Salesforce’s scale helps it attract some of the industry’s best engineers, as well as an ecosystem of external developers.
There are no certainties: agentic AI represents a massive technological transition, and the road will inevitably be bumpy. But the potential to remove friction from many aspects of our lives presents an extraordinary long-term growth opportunity.
Agentforce in the world
The graphic below gives examples of how Agentforce’s AI can be put to use.
Important information
Baillie Gifford & Co and Baillie Gifford & Co Limited are authorised and regulated by the Financial Conduct Authority (FCA). Baillie Gifford & Co Limited is an Authorised Corporate Director of OEICs.
Baillie Gifford Overseas Limited provides investment management and advisory services to non-UK Professional/Institutional clients only. Baillie Gifford Overseas Limited is wholly owned by Baillie Gifford & Co. Baillie Gifford & Co and Baillie Gifford Overseas Limited are authorised and regulated by the FCA in the UK.
Persons resident or domiciled outside the UK should consult with their professional advisers as to whether they require any governmental or other consents in order to enable them to invest, and with their tax advisers for advice relevant to their own particular circumstances.
Financial intermediaries
This communication is suitable for use of financial intermediaries. Financial intermediaries are solely responsible for any further distribution and Baillie Gifford takes no responsibility for the reliance on this document by any other person who did not receive this document directly from Baillie Gifford.
North America
Baillie Gifford International LLC is wholly owned by Baillie Gifford Overseas Limited; it was formed in Delaware in 2005 and is registered with the SEC. It is the legal entity through which Baillie Gifford Overseas Limited provides client service and marketing functions in North America. Baillie Gifford Overseas Limited is registered with the SEC in the United States of America.
The Manager is not resident in Canada, its head office and principal place of business is in Edinburgh, Scotland. Baillie Gifford Overseas Limited is regulated in Canada as a portfolio manager and exempt market dealer with the Ontario Securities Commission ('OSC'). Its portfolio manager licence is currently passported into Alberta, Quebec, Saskatchewan, Manitoba and Newfoundland & Labrador whereas the exempt market dealer licence is passported across all Canadian provinces and territories.
