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AIforce: Salesforce Is Everywhere Now. Everything Is a Different Question.

Salesforce put its platform inside Claude, Slack, Gemini Enterprise and Amazon Quick. Reaching every surface is not the same as governing the work that runs across them. The News At Dreamforce on 15 September 2026, Salesforce introduced AIforce , which it calls “a live interface layer that brings the full power of Salesforce to wherever people and agents work.” According to the announcement, agents can “reason and take action across allå the data, workflows, and logic inside Salesforce” from whichever surface the user happens to be in. AIforce is an umbrella over five elements. Claudeforce , announced on 26 August , puts Salesforce inside Claude through an MCP server with 37 sales skills, plus a development plug-in for Claude Code. Slackforce brings Slackbot, Slack CRM, Slack Code and Slackforce Surfaces together, the latter generating live dashboards and working views from a plain-language request; Salesforce says Surfaces are available on paid and Free plans with Slackbot ena...
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Voice AI and Agentic Commerce: Your Personal Agent Rents Its Home From the Other Side of the Force

Every wave of customer-facing technology arrives with the same promise: this time the balance of power shifts toward the customer. As we discussed in our recent CRMKonvo with Dan Miller , founder and analyst emeritus of Opus Research , voice AI is making that promise again, and this time both sides of the counter are armed. The more interesting questions are where the customer's weapon is kept, who pays its rent, and who gets to whisper to it while it works. TL;DR If you want to watch the full CRMKonvo, please go ahead here (optimized for smartphones) or here (optimized for tablets/computers). Else, be my guest and continue to read. Or do both … Automated Voice Was Never Built for You Dan has watched this market almost from its beginning, and he is blunt about its origin. Automated voice entered the contact center " almost entirely for cost savings ". Everything after that was repair work: better speech recognition, task-specific tuning for finance and travel, and...
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The Inference Paradox: Tokens Got 1,000x Cheaper and Your AI Bill Went Up

Somewhere in your organization there is a slide claiming that agentic CX is about to get cheap. I bet, there is. It has a line heading down and to the right, it cites the collapse in token prices, and it is not lying about the collapse. Token prices really have fallen off a cliff. Still, the slide is wrong, Why? Because what you are buying is not tokens. It is workflows, and workflows have learned to consume tokens faster than tokens get cheaper. That is the inference paradox that Gartner Group talks about: the unit price falls, the invoice climbs, and neither number is a mistake. The Price Collapse Happened Somewhere Else Start with the part the vendors get right. Compiled inference-cost data from a16z, Epoch AI and Stanford's AI Index puts GPT-3-equivalent quality at roughly $60 per million tokens in late 2021 and about $0.06 by late 2024, a thousandfold drop, with price-performance improving at a median 50x per year and closer to 200x per year since the start of 2024. Goldm...
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The Enterprise AI Intent Gap

Every hype cycle produces its own comfortable silence, and this one has a good one: almost everybody is doing AI, and almost nobody will say out loud whether it worked. In our recent CRMKonvo with Jon Reed , co-founder of diginomica , we spent an hour poking at that silence, with Ralf Korb doing the poking alongside me. Jon is one of the analysts who actually tests the thing before writing about it, which makes him tiresome company for vendors and excellent company for buyers. The conversation did not land on whether AI works. It landed somewhere considerably more uncomfortable: most enterprises cannot say what working would look like, and they started spending anyway. TL;DR If you want to watch the full CRMKonvo, please go ahead here (optimized for smartphones) or here (optimized for tablets/computers). Else, be my guest and continue to read. Or do both … Sixty Percent, And Nobody Is Blushing Jon opened with numbers rather than opinion, a habit more of us should copy. McKin...
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