The human behind the machine: Salesforce’s vision for AI-powered customer service

As artificial intelligence (AI) agents take on routine customer-service interactions, the role of human service representatives is beginning to change. Rather than replacing people, the shift is creating a model in which AI handles repetitive work while employees focus on complex problems, judgement, and empathy. On the sidelines of Dreamforce 2026, Shipra Sinha, Senior Analyst at CyberMedia Research (CMR), spoke with Prasad Raje, SVP, Service Cloud, Product Management at Salesforce, about how A