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Get startedIf you’re attending Agentforce World Tour Sydney, you’re about to hear a lot about AI agents. Whether it’s autonomous agents, agentic workflows, or the future of work, reimagined.
All of it matters.
But there’s one part of the customer experience that still quietly determines whether all that AI investment actually pays off: What happens when a customer picks up the phone.
AI has made incredible progress inside platforms. Agents can now:
surface insights instantly
trigger workflows automatically
execute actions across systems
reason over data in real time
Despite all this progress, many customer experiences can still fall apart in one moment when:
context gets lost
customers have to repeat themselves
handoffs feel clumsy
follow-ups are delayed or inconsistent
It usually happens during a real conversation, not inside a dashboard. This isn’t a failure of AI. It’s a gap in how AI, humans, and conversations are connected.
AI isn’t a feature anymore; it’s a system
One of the biggest shifts happening right now is this:
AI doesn’t deliver value on its own. Systems do.
No single agent — no matter how advanced — can deliver great customer experience in isolation.
What actually works is:
AI operating before conversations (context, routing, preparation)
AI supporting teams during conversations (real-time guidance and insight)
AI following through after conversations (summaries, actions, workflows)
Clear, intentional handoffs between automation and people
This is what we mean when we talk about orchestration — not just smarter agents, but AI that follows through.
Voice is where AI gets tested
Voice conversations are messy by nature:
they’re emotional
they’re unpredictable
they don’t follow scripts
they span systems, teams, and moments in time
That’s exactly why they’re the ultimate test of whether AI is actually helping or just impressive in theory.
When AI works well around voice:
customers don’t repeat themselves
agents start with context, not confusion
follow-ups happen automatically
insights flow back into systems of record
When it doesn’t, no amount of automation elsewhere can compensate.
The next phase of AI: human–AI teamwork
The most effective teams aren’t asking: “How do we replace humans with AI?”
They’re asking: “Where should AI handle the busywork so humans can focus on what actually matters?”
That means:
AI handling preparation, routing, and follow-up
humans focusing on judgment, empathy, and problem-solving
seamless transitions between AI-led and human-led conversations
data flowing both ways, not getting trapped in silos
At Aircall, we think of this as human–AI teamwork — where intelligent automation increases capacity without adding complexity, and every conversation starts and ends with the right context.
Why this matters for Salesforce customers right now
As Salesforce continues to evolve its AI and agent capabilities, one thing remains constant:
Customer experience still lives and dies in conversations.
The organisations that win won’t be the ones with the most AI features. They’ll be the ones that connect:
platforms and conversations
agents and humans
automation and accountability
When voice, AI, and CRM data work together as one system, teams move faster, customers feel understood, and outcomes improve — without forcing people to work harder or juggle more tools.
The conversation we’re having at Agentforce World Tour Sydney
At Agentforce World Tour Sydney, we’re not there to talk about AI hype.
We’re there to talk about:
how AI actually shows up in real customer conversations
how voice fits into an agentic, Salesforce-led world
how teams gain capacity without adding complexity
how humans and AI collaborate when it matters most
If you’re thinking about how AI, voice, and Salesforce come together in practice — not just in theory — we’d love to compare notes.
Because the future of AI isn’t just autonomous.
It’s collaborative.
Find Aircall at Agentforce World Tour Sydney or connect with us ahead of the event.
Published on February 5, 2026.
