If your AI agent fails, customers escalate to a human and you “pay double.” In this CX Today interview, Gautam Vasudev, SVP Agentforce Contact Center at Salesforce, breaks down what CX leaders should measure as they roll out agentic service, and why cost alone is a trap.

We cover where AI works best today (high-volume, low-risk queries), where customers still demand a human (complex, high-stakes scenarios like healthcare and finance), and how the frontline agent role changes when routine work moves to automation. Vasudev also outlines how Salesforce thinks about giving customers a clear path to escalate, and why the real differentiation is not basic workflows, but what you build on top of them.