Agentforce is two years old, and some very big-name customers have been paraded before the ecosystem to show how effective it can be. Saks Fifth Avenue, OpenTable, and The Adecco Group were among that early cohort, helping the CRM company show how AI agents could transform customer service, recruitment, and other business processes.
So, two years after launch, what happened to those early developments? While some seem to be doubling down on Agentforce, others have embraced competing technologies for use cases that seem like Salesforce’s bread and butter. Looking at three case studies, let’s see where Agentforce early adopters are, two years later.
Saks Fifth Avenue
Saks was one of Salesforce’s most prominent launch customers – along with OpenTable and Wiley – back when Agentforce was first announced in September 2024. Saks’s AI assistant Sophie was often used in Salesforce’s demonstrations.
But we have since seen evidence of Saks using a competing technology since those early Agentforce days.
In an investigation published in November 2025, Business Insider found that Salesforce’s original Sophie demonstration was not reflective of the assistant which customers had subsequently encountered. They tested Saks’s customer-service telephone line and reported back a considerably more limited automated experience.
Saks had also announced a new AI-powered customer service deployment using NLX and AWS, but kept the ‘Sophie’ name.
Saks and NLX had both announced online that they were collaborating, using “NLX patented, multimodal Voice+ technology integrated on Amazon Connect”.
Adam Evans, the former head of Agentforce who left Salesforce in early 2026, told Business Insider at the time that he could not comment on “exactly what’s happening with Saks”, but “actual tangible return on investment value is being created” across thousands of customers.
So, Saks adopted competing technology for an AI customer service use case which overlaps with Salesforce’s original Agentforce vision. However, this does not necessarily mean that Saks terminated its entire Agentforce contract, or stopped using it in other workflows (or Salesforce’s CRM, for that matter).
In fact, SF Ben understands that Saks remains an active Agentforce customer as well as an active Salesforce customer in various capacities.
A customer success article from Salesforce had previously listed Saks as using Commerce Cloud, Agentforce, Slack, Service Cloud, Data 360, Tableau, and Salesforce Professional Services.
A Salesforce spokesperson told SF Ben about the success of their product, Agentforce Voice, which they say is seeing “incredible momentum”, having just passed 10M phone calls annualized, with 1M calls last month alone.
“It’s delivering great results for customers like Canada Goose and Engine because every call begins with Salesforce context, recognizing callers before a word is spoken,” they added.
“Agentforce Voice resolves many cases on its own and seamlessly hands off conversations when needed, across whatever channels businesses use with their customers.”
The Adecco Group
The Adecco Group was announced as an Agentforce customer as early as October 2024 – just as the AI product was first rolling out.
Caroline Basyn, Chief Digital & IT Officer, The Adecco Group, said at the time that they had “great early success” with Salesforce, and were now focused on the “next era of AI” to transform the future of staffing, consulting, and business services across their 100,000 clients.
“By harnessing Data Cloud, MuleSoft, and Salesforce’s AI capabilities, including Agentforce, we’re unlocking the full power of our data to accelerate decision-making, boost efficiency, and reimagine how we serve clients,” Basyn said at the time.
Adecco revealed at Dreamforce in September its global rollout of Agentforce Coworker across 40+ countries following a successful pilot in the UK and France.
The company hailed Salesforce’s enterprise “AI teammate”, embedded in and powered by Anthropic’s Claude, which supports work across sales, recruitment and client/candidate engagement workflows.
Adecco has an unlimited Agentforce 360 enterprise agreement with Salesforce. It has deployed agentic AI across recruitment workflows in ten countries, accounting for 50% of Adecco’s business revenues.
The company said that the recent Coworker rollout extended agentic AI infrastructure into the daily workflows of 27,000 employees, giving their workers a single point of access to data, systems and organizational knowledge which previously sat across dozens of tools.
Adecco CEO Denis Machuel said we are now seeing the “biggest redesign of work since the internet”, adding: “Building on our successful recruitment agentification, the rollout of Coworker means our teams have access to a single interface that knows candidate history, client context for the moment when human judgment matters the most.
“Our pilot showed strong adoption in a matter of days. It frees up our sales teams and recruiters to focus on what only humans can do: richer engagement with candidates and clients.”
So, Adecco still seems very much all-in on Agentforce.
OpenTable
Restaurant technology company OpenTable, which helps 60,000 restaurants seat 1.7B diners annually, was another early adopter, using Agentforce to provide customer support as soon as November 2024, shortly after release.
They were one of the first Salesforce customers to pilot Agentforce, which was integrated with Service Cloud to help their support team autonomously handle routine tasks.
George Pokorny, Senior Vice President of Global Customer Success, OpenTable, said at the time: “This technology not only allows us to handle simple inquiries automatically so our agents can focus on superior service, it also allows us to quickly understand the reason for the contact, which makes solving it even easier.”
One year later, an August 2025 customer success article from Salesforce outlined how OpenTable was seeing success with Agentforce, including a restaurant agent case resolution rate of 73% within three weeks of launch; and 11,000 conversations a week across restaurant and diner agents.
OpenTable was using Agentforce with Data 360, Service Cloud, Marketing Cloud, Tableau, and Slack.
Pokorny said at the time: “Having Agentforce take on more and more responsibility, getting to some more complex questions with both diners and restaurants helps us better serve both sides of the table.”
In a further update in February 2026, Salesforce said that OpenTable was using Agentforce to scale personalized dining experiences, deflecting an estimated 70% of Tier 1 restaurant support cases and saving $2M annually.
In an interview with CRN, Phil Samenuk, Senior Vice President of Alliances and Channels for AMER at Salesforce, names OpenTable as a Salesforce customer.
Final Thoughts
There’s still plenty of evidence that many early Agentforce adopters are still using the technology in 2026. Adecco seems to be one of Agentforce’s most substantial success stories, moving from early pilot to global rollout, which reaches tens of thousands of employees. OpenTable reports tangible operational benefits from its deployment.
Saks appears to be a more complicated picture. Its decision to deploy NLX and AWS for its voice assistant shows that Salesforce might not be the only provider competing for these AI workloads, even among its earliest customers. But even so, Saks has not abandoned Salesforce and is still using Agentforce. But the CRM company is one of many competing for space in the tech stacks of major businesses, just as much now as it ever did.
SF Ben has contacted Saks for comment.
