Infosys debuts AI-powered Customer Experience Suite for Salesforce

Infosys has launched the Infosys Customer Experience Suite for Salesforce, a set of enterprise solutions designed to automate and optimise customer engagement processes.

The release extends Infosys’s collaboration with Salesforce, targeting organisations seeking to scale digital operations and integrate AI-driven automation across sales, service, and marketing channels.

Furthermore, the suite leverages Infosys Topaz, a portfolio of AI-based services and platforms, in combination with the agentic AI capabilities of Salesforce.

This integration enables automation of service requests, sales workflows, and employee support functions, while facilitating context-aware and personalised customer interactions.

The solutions are engineered for interoperability with existing enterprise systems, supporting real-time data processing and decision-making, and are built to comply with regulatory and ethical requirements.

Salesforce global alliances and channels and outsourcing service providers senior vice president Phil Samenuk said: “The Agentforce platform represents the next evolution of AI services, leveraging powerful generative AI and agentic AI capabilities to elevate value for enterprise as well as customer operations.

“The collaboration with Infosys enables Salesforce to help customers conceptualiae and adapt Agentforce faster and at scale, through industry agentic AI solutions.”

Infosys claimed that the suite has already been deployed in production environments. One implementation involved Agentforce SDR for a research institute, which resulted in reduced process inefficiencies and improved response times.

Another deployment at a media company used Salesforce’s agentic AI to decrease transactional inquiries, minimise spam, and shorten case resolution times.

Fluido, an Infosys subsidiary, contributed to these projects by supporting VTT, a European research and technology organisation, in redesigning its customer experience framework.

According to Infosys, Fluido’s approach focused on process simplification and data harmonisation, with AI as a core component to drive operational outcomes.

Infosys stated that the Customer Experience Suite for Salesforce is intended to provide enterprises with scalable automation tools to support digital transformation and measurable operational improvements.

Infosys chief delivery officer and executive vice president Dinesh Rao said: “Agentic AI is redefining how enterprises operate.

“Through our strengthened collaboration with Salesforce and our capabilities for Agentforce, we are uniquely positioned to empower businesses to excel in this new era.”

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In August 2025, Infosys agreed to acquire a 75% stake in Australian digital transformation provider Versent Group from Telstra Group for A$233m ($152m). The agreement also includes deferred payments based on performance and other criteria.

"Infosys debuts AI-powered Customer Experience Suite for Salesforce" was originally created and published by Verdict, a GlobalData owned brand.

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