This year, AI-oriented AI agents will be designed to meet the specific needs of workflow, going beyond experimentation, according to Salesforce.
This year will see companies passing from experimentation with artificial intelligence (AI) to large -scale implementation, because they work towards a future where humans and agents lead the success of customers with AI, data and action.
Salesforce, an International AI Customer Relationship Management platform, has identified the main AI trends that will shape the dynamic commercial landscape in Thailand in 2025.
In 2024, we entered the third wave of AI with autonomous AI agents who can make decisions and take measures without human intervention – just as AI was supposed to be. This year, it is a question of presenting this promise, because the agents of AI focused on the objective are designed to meet the specific needs of the workflow and provide results that will help organizations to go beyond the experimental phase.
“AI agents are a change in capacity to business capacity, the means of stimulating productivity, providing personalized customer experiences and stimulating growth,” said David Mold, Country Technology Director and Director of Solutions for Salesforce Thailand and Vietnam.
“2025 should be a pivotal moment in the evolution of autonomous AI, because more global and Thai companies invest in AI agents and begin to receive the tangible and measurable advantages that this technology offers.”
Top Trends for 2025
1. The autonomous agents offer an opportunity to growth in advanced lines. Over the past two years, companies have focused on cost reduction measures in response to global economic uncertainties and slowdown in growth. The availability of autonomous agents today has created more opportunities for companies to stimulate the growth of head lines because they now have the capacity to bring together structured and unstructured data from the entire organization. This opens ways to promote deeper customer relationships that can generate new sources of income.
Autonomous agents can have a significant impact on the growth trajectory of a business. Take a bank working with thousands of commercial customers as an example. An initial analysis can lead the bank to think that most of its customers are small businesses with limited expenses. However, a deeper look can reveal that these companies broadcast their expenses between banks.
It is extremely difficult to reverse the workforce to deepen the engagement with all customers, but this can be made much easier if they can deploy autonomous agents to maintain a coherent customer commitment without constant human supervision. The agents operate 24/7, offering unprecedented coverage.
2. In the AI operationalization race, the winners will be those who will renounce DIY solutions in favor of ready -to -use solutions which offer higher speed, deployment and precision.
Companies that adopt ready -to -use solutions can focus on the deployment of AI and obtain an immediate impact and value. On the other hand, those who try to take the DIY route are often faced with reverse in the form of hidden costs and a slow achievement of AI capacities.
3. For Thailand, by Thailand – an organic IA ecosystem emerges. The AI inaurs one of the largest technological changes of our generation, creating new services, roles and industries. Like the invention of smartphones and mobile applications has created a flourishing ecosystem of application developers, the growth of AI platforms promotes a new generation of AI developers.
This stimulates innovation and opens the way to local talents to develop AI tools adapted to the satisfaction of the unique needs of Thailand, whether models of small languages that support the Thai language or advanced models that fall under specific commercial challenges for large industries such as travel and tourism.
4. AI agents disrupt traditional service models with evolutionary capacity, intelligence and personalized experiences. In a country like Thailand with lower labor costs, companies often hire additional service personnel as a quick solution to improve customer experience. However, the increase in staff alone does not necessarily improve problem solving or the overall customer satisfaction.
AI agents offer a fundamentally different approach by autonomously managing requests and improving customer interactions so as to go beyond the scale. It is not a question of efficiency alone, but of providing high quality customer service. AI agents can use data in real time to provide contextual support, make decisions and take measures as customer needs.
For example, take Heathrow Airport in London. As one of the busiest airports in the world with an average of 1,300 flights per day to 230 destinations, Heathrow faces a massive influx of international travelers during advanced holiday seasons. Using Agentforce, Heathrow will use real -time data of its knowledge base and its flight information application programming interfaces to answer thousands of travelers instantly and simultaneously.
AI agents as these integrated directly in workflows, companies can reinvent customer service, offering faster and more precise responses without increasing complexity or requires in-depth training.
5. Agents for construction and speaking to agents will become commonplace. Just as organizations have employees specializing in specific functions, AI agents will soon be awarded unique roles in a network. These agents will work alongside human employees, will communicate with other agents and create new agents as business needs are evolving. Each agent will have a defined function, allowing the network to effectively manage a wide range of tasks.
In this network of agent, meta-agents will be crucial, coordinating actions through other agents to keep the work flows transparent. For example, a concierge agent can interact with users, guide them on tasks with which he can help and provide updates to the progress of tasks. An orchestration agent would assess the needs of users and the itinerary requests to the appropriate agent, ensuring that the tasks are managed effectively. This configuration allows collaboration on platforms like Slack, where human employees and AI agents can interact as a unified team, improving responsiveness and coordination.
This new era of agents will redefine collaboration, creating a mixed environment where humans and agents work side by side to improve productivity, improve customer experiences and support business growth through rationalized operations.