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Salesforce revamps its ‘Agentforce’ offerings to try to pull customers across the gap between AI capabilities and AI adoption

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Hello and welcome to Eye on AI. In this editionA breakdown of the AI news from Salesforce’s Dreamforce…OpenAI debuts its browser…Google makes a cancer research breakthrough…and backlash against the data-center boom builds.

I spent last week on a reporting assignment in San Francisco. While there, I dropped by Salesforce’s huge Dreamforce conference. Salesforce founder and CEO Marc Benioff made lots of headlines—but probably not for the reason he wanted.

En route to the conference, Benioff had given an interview to the New York Times in which he’d been complimentary of President Trump and said he would welcome the National Guard being deployed to San Francisco. By the end of the week, Benioff had apologized for that stance—saying he had spoken out of an abundance of concern about the safety of those attending his conference—after being sharply criticized by famed Silicon Valley investor and advisor Ron Conway, who resigned from the board of Benioff’s charitable foundation in protest, as well as Lauren Powell Jobs, Steve Jobs’ widow and president of the Emerson Collective, who lambasted Benioff’s position in an op-ed in the Wall Street Journal.

All of this was a distraction from what was actually taking place at Dreamforce, where Salesforce announced a slew of new tools to make it easier for its customers to build and deploy AI agents. Few tech company CEOs have staked as much on the promise of “agentic AI” as Benioff. How is that bet going? Well, to judge from Dreamforce, the answer is—like so much that is happening in AI right now—something of a mixed picture.

On the one hand, Salesforce says that its “Agentforce” features have seen the fastest adoption of any product the company has ever released. But, on the other hand, not counting agents in Slack—which I’ll cover further in a moment—the company has only about 12,500 customers (or just over 8% of its customer base) having adopted Agentforce in the past year, and only 6,000 of those are paid engagements. (Salesforce allows customers to experiment with Agentforce for free, up until a certain usage threshold.) Those relatively low numbers—which helped explain Salesforce’s rather tepid recent revenue growth—had been weighing on Salesforce’s stock.

But at the conference, Salesforce also issued improved guidance for its future revenues, saying that, thanks to Agentforce, organic sales growth would accelerate to above 10% year over year in 2026 and continue that way. The company now forecasts $60 billion in annual sales by 2030, ahead of analysts’ consensus view. That projection sent Salesforce’s stock up 5% on the day, and shares have continued to climb over the past week. So what’s really happening here?

Innovation out-stripping adoption

In his keynote at Dreamforce Benioff, acknowledged that there was currently a “bifurcation” between rapid consumer adoption of AI chatbots, such as OpenAI’s ChatGPT, and relatively slower enterprise adoption of AI. And during a press conference afterwards, he went further, saying, “This is the moment where this technology innovation [is] out-stripping customer adoption. Our job is to get those customers into adoption mode. The way to do it is by showing them customers who are front-runners in this, so when you look at these customers, they are making it happen.” Salesforce is also doing this by creating more “forward-deployed engineers” to work directly with its customers, helping them build AI agents. The company seems to have realized in the past year that enterprises will need Salesforce to hold their hand more than was true with its traditional SaaS products.

I toured a section of the convention hall branded “Agentforce City” to look at some of those early adopters and their AI agents. A few, like Williams & Sonoma’s AI agent that offers customers recipe advice—and by the way, also suggests cookware they might need to make that roast or pie—seemed a bit gimmicky. That recipe agent might give the company more touchpoints with a customer, but it wasn’t clear it would directly translate into higher sales. More interesting was PepsiCo’s AI agent that allows it to provide better customer service to the many small Mom-and-Pop shopkeepers and bodega owners who stock Pepsi products but who don’t necessarily get a lot of attention and advice from Pepsi’s sales reps. More promising still is Dell’s use of Salesforce’s AI agents to automate parts of its supply chain, including onboarding new suppliers, which has cut its average onboarding time from months to days.

But Salesforce executives universally acknowledged that it would take time for more companies to follow the lead of Dell or PepsiCo. Adam Evans, Salesforce’s executive vice president and general manager of Salesforce AI, told me that he has spent most of the past year trying to show customers how to move beyond experimentation with AI agents. “What’s hard is to create agents that scale, that do things consistently, that you can work into an enterprise process to create value,” he said.

Slack as the interface to all of Salesforce’s software

To help customers with that, Salesforce unveiled several new Agentforce features at Dreamforce. There’s an Agent Builderthat allows a user to simply describe what it wants an agent to do; the system then automatically sets it up, with much less manual tinkering that was needed previously. There’s a new voice interface for AI agents, powered in part through OpenAI’s voice models, that improves interaction with agents. There’s an Agent Script tool that lets businesses establish rule-based processes for part of a given process and use the less predictable, but potentially powerful, reasoning of a large language model (LLM) for other parts of the process. It also introduced a new vibe-coding tool called Agentforce Vibes, which is aimed at developers already skilled at building Salesforce applications, but allows them to create these apps, including more sophisticated agentic workflows, using natural language.

Perhaps the biggest news is that Salesforce is hoping to position Slack—which Salesforce bought in 2020 for $27.7 billion—as the main “conversational gateway” to all of Salesforce’s software, including its Agentforce offerings. Denise Dresser, Slack’s CEO, told me that the idea is that instead of having to learn to configure and run processes in Salesforce’s Marketing Cloud or its Service Cloud, a Slack user could simply message an AI agent within Slack that will run these processes for them using Salesforce’s software in the background.

Slack has also created “knowledge agents” that can surface information from a particular Slack channel and perform certain actions—helping them onboard a new hire for, instance, or install software on a new laptop, directly from Slack. Dresser also told me that she thinks Slack is the ideal interface because it can incorporate both person-to-person and team interactions on the same channel in which you can have individuals and teams interacting with AI agents, whereas some AI companies are only optimizing their products for human-to-AI collaboration.

Dresser certainly may have a point about chat as the new interface to software. It’s a vision that AI companies like OpenAI and Anthropic are also pursuing. And some of these AI companies are projecting the idea even further, envisioning a future where AI agents use their coding abilities spin up bespoke software on the fly to handle many of the tasks that now require enterprise software, like, um, Salesforce. But whether that vision will come to fruition or whether traditional SaaS products will continue to exist, just with AI front-ends, remains to be seen. One thing that is clear from Salesforce’s experience in the past year since it started rolling out AI agents is that enterprise adoption will probably run behind over-hyped market expectations.

With that, here’s more AI news.

Jeremy Kahn
jeremy.kahn@fortune.com
@jeremyakahn

If you want to learn more about how AI can help your company to succeed and hear from industry leaders on where this technology is heading, I hope you’ll consider joining me at Fortune Brainstorm AI San Francisco on Dec. 8–9. Among those confirmed to appear so far include Google Cloud chief Thomas Kurian, Intuit CEO Sasan Goodarzi, Databricks CEO Ali Ghodsi, Glean CEO Arvind Jain, Amazon’s Panos Panay, and many more. Register now.

FORTUNE ON AI

Marketing leaders say AI is rewriting how brands reach Gen Z and millennials: ‘Forget what you know; learn this’—by Jessica Coacci

Exclusive: Early AI darling LangChain is now a unicorn with a fresh $125 million in funding—by Sharon Goldman

Sam Altman wants to ‘treat adults like adults’—but can OpenAI keep ChatGPT safe after opening the door to erotica?—by Beatrice Nolan

Empathy is the most under-hyped factor of the AI transformation era, American Express exec says—by Sydney Lake

EYE ON AI NEWS

OpenAI launches its long-awaited AI-powered web browser. The company debuted ChatGPT Atlas, a web browser with a built-in conversational assistant designed to act as a “companion” while users navigate the internet. Available globally on macOS (with Windows, iOS, and Android versions coming soon), Atlas includes an agent mode for Plus and Pro subscribers that allows ChatGPT to take real-world actions like booking reservations, editing documents, or managing emails. The release marks OpenAI’s most direct challenge yet to Google and Perplexity, both of which have already released their AI-capable browsers. The shares of Google-parent Alphabet fell sharply on the news. You can read more from Fortunehere.

Walmart partners with OpenAI on commerce. Within the next few months, U.S. ChatGPT users will be able to buy most Walmart products directly in the chatbot using its new Instant Checkout feature, the two companies announced. The move is a sign of what may be a new paradigm of “conversational shopping”—and it means Walmart will share purchase data from ChatGPT transactions with OpenAI, a notable concession given retailers’ usual grip on such data. You can read more from the Wall Street Journalhere.

Study finds AI copilots could save U.K. health service 43 minutes per staffer per day. That’s the result of a study that looked at the deployment of Microsoft’s 365 Copilot across 90 different organizations that are part of Britain’s National Health Service. That could translate to millions of hours per year if rolled out across the entire health service. You can read more from The Telegraphhere.

Anthropic pushes back after criticism from White House ‘AI czar.’ Anthropic CEO Dario Amodei wrote a blog post rebutting social media attacks from David Sacks, the White House’s crypto and AI czar. Sacks accused the company of pursuing a strategy of “regulatory capture”—trying to raise fears of existential risk from AI in order to lobby for AI regulation at the state and federal level that would favor its own products over those of rivals. Amodei argued that Anthropic aligns with the Trump administration on key AI priorities—citing praise for competitiveness-focused executive orders and a July meeting where he spoke with President Trump—while still opposing a proposed 10-year state-level moratorium on new AI laws. He also defended Anthropic’s support for California’s recently enacted AI law, which requires AI companies building powerful AI systems to report the results of their in-house safety-testing and provides additional whistleblower-protection to employees of those companies. Amodei said the company had hired both Republicans and Democrats to policy positions and that its models were less politically-biased than some rivals’. You can read more from my Fortune colleague Beatrice Nolan here.

OpenAI researcher retracts announcement of math breakthrough. OpenAI researchers, including Sebastien Bubeck, claimed that their model GPT‑5 had solved 10 difficult math problems that had been initially proposed by mathematician Paul Erdős (who died in 1996) and had remained unsolved to date, and that it had made significant progress on 11 others. But Thomas Bloom, who maintains the online list of “Erdős problems” quickly debunked this, showing that GPT-5 had merely found obscure published solutions that had not previously been brought to his attention, rather than producing new proofs. The incident sparked sharp industry criticism—Google DeepMind CEO Demis Hassabis called the situation “embarrassing”—and highlighted concerns about whether the mathematical and scientific reasoning capabilities of many AI models is overhyped. You can read more from TechCrunch here.

AI researcher Andrej Karpathy says AGI is still at least a decade away. Andrej Karpathy, a prominent AI researcher who was part of the founding group at OpenAI and headed AI at Tesla for a number of years, appeared on the Dwarkesh Podcast and said that artificial general intelligence (AGI) is likely still about a decade away. His position contradicts claims by a number of AI researchers at companies such as OpenAI and Anthropic that human-level AI is imminent. Karpathy argued that today’s AI agents “just don’t work,” describing them as unreliable, unintelligent, and incapable of handling complex, continuous tasks, and said AGI will emerge gradually rather than through a sudden breakthrough. Karpathy added that progress should be viewed through the lens of steady economic and technological growth rather than hype about machines replacing humans anytime soon. You can listen and watch the podcast episode here

EYE ON AI RESEARCH

Google researchers use AI to help spot genetic drivers of cancer. Researchers at the tech giant created DeepSomatic, a new open-source AI model that helps scientists analyze cancer genomes more quickly and accurately. The tool—which is based on a convolutional neural network, an older form of AI architecture that is particularly good at analyzing visual data—is able to distinguish between genetic mutations a person is born with and those that develop in cancer cells. In early tests, it outperformed existing methods of detecting these cancer-related genetic changes, making it especially useful for studying hard-to-analyze cancers like childhood leukemia and brain tumors. Google is open-sourcing both the AI model and the training data set it used to create it. You can read Google’s blog post on the research here.

AI CALENDAR

Oct. 21-22: TedAI San Francisco

Nov. 10-13: Web Summit, Lisbon 

Nov. 26-27: World AI Congress, London

Dec. 2-7: NeurIPS, San Diego

Dec. 8-9: Fortune Brainstorm AI San Francisco. Apply to attend here.

BRAIN FOOD

The backlash against the AI-driven data center boom is growing worldwide. The New York Times examined how local communities from Chile to Ireland are increasingly opposed to data center construction in their backyards due to the negative environmental impacts and energy demands these warehouses stuffed with computer chips bring. The comprehensively reported story is definitely worth reading. Nearly 60% of the world’s largest data centers are now located outside the U.S., often in places where electricity and water systems are already fragile, the paper reported. Residents in affected regions report worsening blackouts and water shortages, while governments—eager for investment and AI infrastructure—have offered tax breaks and cheap land, often with little regulation or transparency. Tech companies say the projects bring jobs and investment and claim they are minimizing environmental impact, but critics argue they are depleting vital resources and hiding their true footprint through subsidiaries and nondisclosure agreements.

The data center build-out is sparking a growing backlash, led by environmental activists. Whether this backlash will slow the data center boom, blacken the reputation of AI companies and their products with users, or hasten the roll-out of AI regulation globally remains to be seen. But it is definitely a trend to watch. It’s unclear if the backlash will spur AI researchers to find alternative AI methods that are less environmentally-costly—or if AI itself will lead to clean energy breakthroughs, in say fusion power, that might compensate or negate the environmental damage the technology is causing currently. But one can hope. 



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Australia will start banning kids from social media this week

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Starting this Wednesday, many Australian teens will find it near impossible to access social media. That’s because, as of Dec. 10, social media platforms like TikTok and Instagram must bar those under the age of 16, or face significant fines. Australian Prime Minister Anthony Albanese called the pending ban “one of the biggest social and cultural changes our nation has faced” in a statement.

Much is riding on this ban—and not just in Australia. Other countries in the region are watching Canberra’s ban closely. Malaysia, for example, said that it also plans to bar under-16s from accessing social media platforms starting next year. 

Other countries are considering less drastic ways to control teenagers’ social media use. On Nov. 30, Singapore said it would ban the use of smartphones on secondary school campuses. 

Yet, governments in Australia and Malaysia argue a full social media ban is necessary to protect youth from online harms such as cyberbullying, sexual exploitation and financial scams.

Tech companies have had varied responses to the social media ban. 

Some, like Meta, have been compliant, starting to remove Australian under-16s from Instagram, Threads and Facebook from Dec. 4, a week before the national ban kicks in. The social media giant reaffirmed their commitment to adhere to Australian law, but called for app stores to instead be held accountable for age verification.

“The government should require app stores to verify age and obtain parental approval whenever teens under 16 download apps, eliminating the need for teens to verify their age multiple times across different apps,” a Meta spokesperson said.

Others, like YouTube, sought to be excluded from the ban, with parent company Google even threatening to sue the Australian federal government in July 2025—to no avail.

However, experts told Fortune that these bans may, in fact, be harmful, denying young people the place to develop their own identities and the space to learn healthy digital habits.

“A healthy part of the development process and grappling with the human condition is the process of finding oneself. Consuming cultural material, connecting with others, and finding your community and identity is part of that human experience,” says Andrew Yee, an assistant professor at the Nanyang Technological University (NTU)’s Wee Kim Wee School of Communication and Information.

Social media “allows young people to derive information, gain affirmation and build community,” says Sun Sun Lim, a professor in communications and technology at the Singapore Management University (SMU), who also calls bans “a very rough tool.”

Yee, from NTU, also points out that young people can turn to platforms like YouTube to learn about hobbies that may not be available in their local communities. 

Forcing kids to go “cold turkey” off social media could also make for a difficult transition to the digital world once they are of age, argues Chew Han Ei, a senior research fellow at the Lee Kuan Yew School of Public Policy in the National University of Singapore (NUS).

“The sensible way is to slowly scaffold [social media use], since it’s not that healthy social media usage can be cultivated immediately,” Chew says.

Enforcement

Australia plans to enforce its social media ban by imposing a fine of 49.5 million Australian dollars (US$32.9 million) on social media companies which fail to take steps to ban those under 16 from having accounts on their platforms.

Malaysia has yet to explain how it might enforce its own social media ban, but communications minister Fahmi Fadzil suggested that social media platforms could verify users through government-issued documents like passports. 

Though young people may soon figure out how to maintain their access to social media. “Youths are savvy, and I am sure they will find ways to circumvent these,” says Yee of NTU. He also adds that young may migrate to platforms that aren’t traditionally defined as social media, such as gaming sites like Roblox. Other social media platforms, like YouTube, also don’t require accounts, thus limiting the efficacy of these bans, he adds.

Forcing social media platforms to collect huge amounts of personal data and government-issued identity documents could also lead to data privacy issues. “It’s very intimate personally identifiable information that’s being collected to verify age—from passports to digital IDs,” Chew, from NUS, says. “Somewhere along the line, a breach will happen.”

Moving towards healthy social media use

Ironically, some experts argue that a ban may absolve social media platforms of responsibility towards their younger users. 

“Social media bans impose an unfair burden on parents to closely supervise their children’s media use,” says Lim of SMU. “As for the tech platform, they can reduce child safety safeguards that make their platforms safer, since now the assumption is that young people are banned from them, and should not have been venturing [onto them] and opening themselves up to risks.”

And rather than allow digital harms to proliferate, social media platforms should be held responsible for ensuring they “contribute to intentional and purposeful use”, argues Yee.

This could mean regulating companies’ use of user interface features like auto-play and infinite scroll, or ensuring algorithmic recommendations are not pushing harmful content to users.

“Platforms profit—lucratively, if I may add—from people’s use, so they have a responsibility to ensure that the product is safe and beneficial for its users,” Yee explains. 

Finally, conversations on safe social media use should center the voices of young people, Yee adds.

“I think we need to come to a consensus as to what a safe and rights-respecting online space is,” he says. “This must include young people’s voices, as policy design should be done in consultation with the people the policy is affecting.”



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Jimmy Kimmel signs ABC extension through 2027

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Kimmel’s previous, multiyear contract had been set to expire next May, so the extension will keep him on the air until at least May 2027.

Kimmel’s future looked questionable in September, when ABC suspended “Jimmy Kimmel Live!” for remarks made following the assassination of conservative activist Charlie Kirk. Following a public outcry, ABC lifted the suspension, and Kimmel returned to the air with much stronger ratings than he had before.

He continued his relentless joking at the president’s expense, leading Trump to urge the network to “get the bum off the air” in a social media post last month. The post followed Kimmel’s nearly 10-minute monologue on Trump and the Jeffrey Epstein files.

Kimmel was even on Trump’s mind Sunday as the president hosted the Kennedy Center Honors in Washington.

“I’ve watched some of the people that host,” Trump said. “I’ve watched some of the people that host. Jimmy Kimmel was horrible, and some of these people, if I can’t beat out Jimmy Kimmel in terms of talent, then I don’t think I should be president.”

Kimmel has hosted the Oscars four times, but he’s never hosted the Kennedy Center show.

Just last week, Kimmel was needling Trump on the president’s approval ratings. “There are gas stations on Yelp with higher approval ratings than Trump right now,” he said.

Kimmel will be staying longer than late-night colleague Stephen Colbert at CBS. The network announced this summer it was ending Colbert’s show next May for economic reasons, even though it is the top-rated network show in late-night television.

ABC has aired Kimmel’s late-night show since 2003, during a time of upheaval in the industry. Like much of broadcast television, late-night ratings are down. Viewers increasingly turn to watching monologues online the day after they appear.

Most of Kimmel’s recent renewals have been multiyear extensions. There was no immediate word on whose choice it was to extend his current contract by one year.

Bill Carter, author of “The Late Shift” and veteran chronicler of late-night TV, cautioned against reading too much into the length of the extension. Kimmel, at age 58, knows he’s getting close to the end of the line, Carter said, but when he leaves, he doesn’t want it to appear under pressure from Trump or anyone.

“He wants to make sure that it’s on his terms,” Carter said.

Kimmel has become one of the leading voices resisting Trump. “I think it’s important for him and for ABC that they are standing up for him,” Carter said.

Following Kirk’s killing, Kimmel was criticized for saying that “the MAGA gang” was “desperately trying to characterize this kid who murdered Charlie Kirk as anything other than one of them and doing everything they can to score political points from it.” The Nexstar and Sinclair television ownership groups said it would take Kimmel off the air, leading to ABC’s suspension.

When he returned to the air, Kimmel did not apologize for his remarks, but he said he did not intend to blame any specific group for Kirk’s assassination. He said “it was never my intention to make the light of the murder of a young man.”



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Trump says he’ll allow Nvidia to sell advanced chips to ‘approved customers’ in China

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President Donald Trump said Monday that he would allow Nvidia to sell an advanced type of computer chip used in the development of artificial intelligence to “approved customers” in China.

There have been concerns about allowing advanced computer chips to be sold to China as it could help the country better compete against the U.S. in building out AI capabilities, but there has also been a desire to develop the AI ecosystem with American companies such as chipmaker Nvidia.

The chip, known as the H200, is not Nvidia’s most advanced product. Those chips, called Blackwell and the upcoming Rubin, were not part of what Trump approved.

Trump said on social media that he had informed China’s leader Xi Jinping about his decision and “President Xi responded positively!”

“This policy will support American Jobs, strengthen U.S. Manufacturing, and benefit American Taxpayers,” Trump said in his post.

Nvidia said in a statement that it applauded Trump’s decision, saying the choice would support domestic manufacturing and that by allowing the Commerce Department to vet commercial customers it would “strike a thoughtful balance” on economic and national security priorities.

Trump said the Commerce Department was “finalizing the details” for other chipmakers such as AMD and Intel to sell their technologies abroad.

The approval of the licenses to sell Nvidia H200 chips reflects the increasing power and close relationship that the company’s founder and CEO, Jensen Huang, enjoys with the president. But there have been concerns that China will find ways to use the chips to develop its own AI products in ways that could pose national security risks for the U.S., a primary concern of the Biden administration that sought to limit exports.

Nvidia has a market cap of $4.5 trillion and Trump’s announcement appeared to drive the stock slightly higher in after hours trading.



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