Accenture Helps Organizations Supercharge Growth and Customer Experiences with AI from Google Cloud and Salesforce

New York, NY (Mar. 26, 2024) – Accenture is launching new capabilities, accelerators and training to help organizations build and scale generative AI solutions and agents that enhance the impact of the integrations of Google Cloud’s Gemini models and Salesforce’s Agentforce, (see backgrounder).

As a leading transformation partner for both Google Cloud and Salesforce, Accenture will help clients capitalize on this strategic moment with packaged accelerators to drive growth and reinvent business workflows and customer experiences in the agentic era.

The industry- and function-specific accelerators leverage Accenture’s understanding of customer processes, extensive data and AI engineering skills, and expansive industry and functional experience from across the Accenture and Google Cloud joint generative AI Center of Excellence and the Accenture Salesforce hub for generative AI. The accelerators will help drive more robust and intelligent AI-driven processes by harnessing real-time data insights to help identify operational efficiencies and empower organizations to deliver more personalized and impactful customer experiences faster than ever before.

“Accenture is doubling down to bring its extensive ecosystem and customer domain capabilities and deep AI engineering skills together with the collective innovations from Google Cloud and Salesforce to accelerate value for our clients,” said Lan Guan, chief AI officer, Accenture. “By leveraging assets across Accenture’s Google and Salesforce business groups, our new accelerator services will help organizations drive new levels of productivity and growth in the next frontier of agentic AI.”

Accenture’s accelerators will help organizations quickly adopt new product integrations in areas such as customer care. By combining Salesforce’s Agentforce with Google Gemini’s multi-modal capabilities, customer care can be reinvented by empowering humans to deliver more proactive, personalized, and efficient customer experiences across the customer’s preferred method of interaction like video, text, and voice in multiple languages. Accenture accelerators help enable predictive issue resolution, dynamic knowledge base suggestions and tailored customer offers. Customer care representatives can also receive AI-powered assistance in multiple languages, automated case summarization and sentiment analysis. These customer interactions can be managed through voice, conversational AI chatbots, omnichannel orchestration and automated follow-ups, driving new levels of efficiency.

For example, in the healthcare industry, personalized patient care and optimized payer services can be enabled with Accenture’s health document AI accelerator. This accelerator uses Google Cloud’s MedLM model and Vertex AI to interpret medical data from various sources—like imaging and test results—which Salesforce’s Agentforce can then surface directly to care providers to enable them to quickly provide tailored and seamless patient experiences.

“Enterprise customers will be able to deploy many of their most critical Salesforce applications on Google Cloud’s secure, AI-optimized infrastructure,” said Kevin Ichhpurani, president, Global Partner Organization, Google Cloud. “Through our partnership with Accenture, customers will have access to the resources needed to successfully enhance Salesforce workflows with Google Cloud’s entire technology stack, including AI agents, Gemini models, Vertex AI, BigQuery, and more.”

“Our open and extensible platform provides customers the choice and flexibility to use their own applications and LLM models. With Salesforce’s major partnership expansion with Google, customers can build AI agents in our agentic AI platform, Agentforce, and use Gemini’s multi-modal capabilities to handle more complex tasks,” said Jim Steele, president, Global Strategic Customers & Partners at Salesforce. “Accenture’s accelerators will make it even easier for customers across the globe to take advantage of these powerful capabilities.”

Google Cloud and Salesforce technology training and learning services will be made available through Accenture LearnVantage, providing tailored upskilling programs, ecosystem certification services, and managed services for a client’s own learning capabilities.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 799,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Learn more at www.accenture.com.

Copyright © 2025 Accenture. All rights reserved. Accenture and its logo are registered trademarks of Accenture.

SOURCE: Accenture

Backgrounder:

Salesforce and Google Bring Gemini to Agentforce, Enable More Customer Choice in Major Partnership Expansion

Agentforce will be able to use Google’s Gemini models, allowing agents to work with images, audio, and video, handle more complex tasks using Gemini’s multi-modal capabilities and two-million-token context windows, and act using real-time insights and answers grounded in Google Search with Vertex AI

Salesforce Service Cloud will become more tightly integrated with Google Customer Engagement Suite, bringing enhanced AI-enabled contact center capabilities including real-time voice translation, intelligent agent-to-agent handoffs, personalized agent recommendations, and AI-driven conversational insights across all channels

Salesforce’s Agentforce, Data Cloud, and Customer 360 Apps will run on Google Cloud infrastructure, with access to new regions and simplified procurement through the Google Cloud Marketplace

Ottawa, ON (Feb. 24, 2025) – Salesforce and Google are pleased to announce a major expansion of their strategic partnership, delivering choice in the models and capabilities businesses use to build and deploy AI-powered agents. In today’s constantly evolving AI landscape, innovations like autonomous agents are emerging so quickly that businesses struggle to keep pace. This expanded partnership provides crucial flexibility, empowering customers to develop tailored AI solutions that meet their specific needs, rather than being locked into a single model provider.

Google Cloud is at the forefront of enterprise AI innovation with millions of developers building with Google’s cutting-edge Gemini models and on Google Cloud’s AI-optimized infrastructure. This expanded partnership will empower Salesforce customers to build Agentforce agents using Gemini and to deploy Salesforce on Google Cloud. This is an expansion of the existing partnership that allows customers to use data bi-directionally from Google BigQuery, and Salesforce via zero copy technology — further equipping customers with the data, AI, trust, and actions they need to bring autonomous agents into their businesses.

“Through our expanded partnership with Google Cloud and deep integrations at the platform, application, and infrastructure layer, we’re giving customers choice in the applications and models they want to use,” said Srini Tallapragada, Salesforce President & Chief Engineering and Customer Success Officer. “Salesforce offers a complete enterprise-grade agentic AI platform that makes it easy to deploy new capabilities easily and realize business value fast. Google Cloud is a pioneer in enterprise agentic AI, offering some of the most powerful, capable models, agents, and AI development tools on the planet. Together we are creating the best place for businesses to scale with digital labor.”

“Salesforce’s selection of Google Cloud as a major infrastructure provider means enterprise customers can now deploy some of their most critical applications on our highly secure, AI-optimized infrastructure — with minimal friction,” said Thomas Kurian, CEO of Google Cloud. “Our mutual customers have asked us to be able to work more seamlessly across Salesforce and Google Cloud, and this expanded partnership will help them accelerate their AI transformations with agentic AI, state-of-the-art AI models, data analytics, and more.”

“At Wayfair, we’re deeply committed to using data and AI to create exceptional customer experiences,” said Fiona Tan, CTO of Wayfair. “The Salesforce and Google Cloud partnership, particularly the availability of Salesforce on Google Cloud infrastructure and the integration of Agentforce and Gemini, offers powerful new capabilities to personalize interactions and empower our teams to better serve our customers.”

Why it matters:

Agentic AI isn’t just emerging; it’s already here and represents a $2 trillion market opportunity, according to a study from Salesforce. In fact, 84% of CIOs believe AI will be as significant to businesses as the internet. To fully realize this potential, businesses need an agentic strategy with openness, trust, and choice at the center.

This includes:

• Data: Highly secure and unified access to all your data, no matter where it resides, with a zero-copy architecture and enriched metadata for deeper insights. This breaks down data silos across platforms so customers don’t have to sacrifice choice for an integrated experience, unlike solutions that hoard data access or require users to cobble together disparate solutions.
• AI: Unparalleled choice and flexibility with leading AI models, including predictive, generative, and multi-modal options. This allows businesses to tailor solutions to their specific needs and avoid being locked into a single provider’s AI capabilities.
• Trust: A multi-layered approach to protect your data and infrastructure with encryption, data residency options, and a choice of infrastructure providers. Additionally, robust guardrails, bias detection, explainability, and toxicity controls are built-in to ensure responsible AI development and deployment.
• Actions: Seamless integration of automation, analytics, and applications across platforms to streamline workflows and drive efficiency across the organization. This allows businesses to maximize the impact of AI agents by connecting them to their existing tools and systems, unlike solutions with limited integrations or closed ecosystems.

Data: Real-time responses in Agentforce with Google Search

Agentforce will be able to use Grounding with Google Search through Vertex AI, building on the secure data foundation established through the zero copy partnership between Salesforce Data Cloud and Google BigQuery. This integration empowers Agentforce agents with the ability to reference up-to-the-minute data, news, current events, and credible citations, substantially enhancing their contextual awareness and ability to deliver accurate, evidence-backed responses.

For example, in supply chain management and logistics, an agent built with Agentforce could track shipments and monitor inventory levels in Salesforce Commerce Cloud, and proactively identify potential disruptions using real-time data from Google Search, including weather conditions, port congestion, and geopolitical events. Availability is expected in the coming months.

AI: Unlocking the power of choice and flexibility with Gemini and Agentforce 

Businesses need the freedom to choose the best models for their needs rather than be locked into one vendor. In 2025, Google’s Gemini models will also be available for prompt building and reasoning directly within Agentforce.

With Gemini and Agentforce, businesses will benefit from:

• Agents with multi-modal capabilities: Gemini’s native multimodality lets agents “see” and interpret the world, enabling AI to recognize images (like error codes) and detect emotions in voice. Integrating this into Agentforce creates smarter agents that respond to audio, video, and text.
• Expanded contextual understanding and reasoning: Gemini’s 2 million-token context window lets agents retain and reference massive amounts of information, like entire codebases, years of customer interactions, or product documentation.
• Increased speed and efficiency: Google’s Tensor processing Units (TPUs), combined with advanced techniques like those used in Google’s NotebookLM, enable Gemini to process and understand information with exceptional speed and efficiency, delivering real-time responses even for complex queries. This translates to faster response times and reduced operational costs.

For example, an insurance customer can submit a claim with photos of the damage and an audio voicemail from a witness. Agentforce, using Gemini, can then help the insurance provider deliver better customer experiences by processing all these inputs, assessing the claim’s validity, and even using text-to-speech to contact the customer with a resolution, streamlining the traditionally lengthy claims process. Availability is expected this year.

Trust: Salesforce Platform deployed on Google Cloud

Customers will be able to use Salesforce’s unified platform (Agentforce, Data Cloud, Customer 360) on Google Cloud’s highly secure, AI-optimized infrastructure, benefiting from features like dynamic grounding, zero data retention, and toxicity detection provided by the Einstein Trust Layer.

Once Salesforce products are available on Google Cloud, customers will also have the ability to procure Salesforce offerings through the Google Cloud Marketplace, opening up new possibilities for global businesses to optimize their investments across Salesforce and Google Cloud and benefitting thousands of existing joint customers.

Action: Enhanced employee productivity and customer service with AI-powered integrations 

Millions use Salesforce and Google Cloud daily. This partnership prioritizes choice and flexibility, enabling seamless cross-platform work. New and deeper connections between platforms like Salesforce Service Cloud and Google Cloud’s Customer Engagement Suite, as well as Slack and Google Workspace, will empower AI agents and service representatives with unified data access, streamlined workflows, and advanced AI capabilities, regardless of platform.

Salesforce and Google Cloud are deeply integrating their customer service platforms – Salesforce Service Cloud and Google Cloud’s Customer Engagement Suite — to create a seamless and intelligent support experience. Expected later this year, this unified approach empowers AI agents in Service Cloud with:

• Real-time Voice Translation and Sentiment Analysis: Google Cloud AI in Service Cloud will enable real-time voice translation breaking down language barriers. New agent assist features within the Service Cloud desktop will analyze tone of voice and audio cues for deeper customer sentiment understanding.
• Agent-to-Agent Intelligent Handoffs: Across all channels, virtual agents built on Google Conversational Agents will be able to seamlessly connect with Agentforce in Service Cloud for more efficient management of multi-step, customer interactions.

Salesforce and Google Cloud are also exploring deeper integrations between Slack and Google Workspace, boosting productivity and creating a more cohesive digital workspace for teams and organizations. The companies are currently exploring use cases such as:

• The ability for users to use enterprise search in Slack to access and act on files in Google Drive.
• The ability to more easily share information between Gmail and Slack, enhancing communication and knowledge sharing.

The result is a more connected and productive work environment, where businesses can choose the best tools for their needs from employee productivity to customer service while benefiting from a seamless and intelligent workflow across platforms.

Expanding partnership capabilities and integrations

This partnership goes beyond core product integrations to deliver a more connected and intelligent data foundation for businesses. This is just the beginning; Salesforce and Google Cloud are committed to ongoing innovation and deeper collaboration to empower businesses with even more powerful solutions. Expected availability throughout 2025.

• Deeper integrations across Data Cloud, BigQuery, and Cortex Framework will make it easier than ever for customers to securely ground their AI agents in all of their enterprise data.
• New native Tableau, Looker, and BigQuery integration will allow customers to manage and visualize business data across all platforms in one single UI with standardized business logic and data definitions.

About Google Cloud

Google Cloud is the new way to the cloud, providing AI, infrastructure, developer, data, security, and collaboration tools built for today and tomorrow. Google Cloud offers a powerful, fully integrated and optimized AI stack with its own planet-scale infrastructure, custom-built chips, generative AI models and development platform, as well as AI-powered applications, to help organizations transform. Customers in more than 200 countries and territories turn to Google Cloud as their trusted technology partner.

About Salesforce

Salesforce (NYSE: CRM) is the global leader in Customer Relationship Management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, artificial intelligence, voice and blockchain—to create a 360° view of their customers. For more information about Salesforce, visit www.salesforce.com.

SOURCE: Salesforce

Tags: Accenture, Artificial Intelligence (AI), Cloud, customer experience (CX), Google, Salesforce