In this insightful Q&A, Bailey Green sits down with Dev Sharma, Principal AI Solution Engineer at Salesforce, to explore what’s actually working with AI agents today — and what’s right around the corner. You’ll hear why voice is set to transform customer interactions, how robotics will extend “digital labour” into the physical world, and the practical steps teams can take to move from experimentation to business impact.
Key Takeaways
- Voice is the breakthrough channel for agents — reducing clicks and friction while boosting accessibility.
- Robotics is the next horizon, extending agent capabilities beyond screens and chat to real-world tasks.
- Start small, scale fast: pick one high-value use case, define success metrics, then iterate.
- Data quality beats model hype: reliable inputs and clear guardrails determine outcomes.
- Human + AI collaboration remains essential — design for oversight, escalation, and trust.
Why Partner with Pracedo?
Pracedo is an award-winning Summit (Platinum) Salesforce Consulting Partner that delivers innovative Salesforce implementations to forward-thinking customers.
With over a decade of experience focused on Salesforce, we work with our customers to unlock the platform’s power through tailored implementations that facilitate achieving business goals and ambitions. Our talented team of over 80 Salesforce professionals globally means that Pracedo offers a boutique consultancy experience, delivered locally to you, with the breadth and depth of knowledge earned from delivering over 1000 projects across our locations.
Pracedo specialises in Digital Transformation and Change Management. Implementations and customisations include: Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Marketing Cloud, Salesforce Marketing Cloud Account Engagement, Salesforce Revenue Cloud, Salesforce Experience Cloud and Salesforce Nonprofit Cloud.
