Salesforce said on the 25th that it hosted the "AI & CX Festa 2025" at SKY31 Convention in Lotte World Tower in Seoul on the 24th.
"AI & CX Festa" is Salesforce's annual conference for leaders in customer service and customer experience. Under the theme "The future of customer service changed by AI," it surveyed the shift in the customer touchpoint paradigm and presented an integrated strategy and vision to solve the service innovation challenges facing corporations. Notably, given that many service organizations struggle with inefficiencies and rising customer complaints due to repetitive inquiries and heavy workloads, it focused on using AI agents to drive customer service innovation and improve operational efficiency.
The conference, which began with a welcome address from Park Yang-gyo, head of cloud sales at Salesforce Korea, covered innovative methodologies and practical innovation cases that can strengthen both service quality and efficiency by operating AI agents and employees in an integrated way based on the service agent specialized for the customer service sector. According to Salesforce, service agents autonomously handle a variety of customer inquiries, including the voice channel, to reduce agents' workloads and help corporations secure the capability to respond to customer needs in real time.
Park Se-jin, head of Salesforce Korea, said, "AI agents are rapidly emerging as a mid- to long-term core asset within corporations to go beyond simple inquiry responses and to understand customers and deliver personalized value, the biggest task for corporations today," adding, "The synergy between Agentforce and Service Cloud will drive improvements in customer service quality, employee productivity and experience, while serving as a new growth engine and "game changer" needed for domestic corporations to transition to agentic enterprises."