Salesforce to drive AI led digital transformation in Sri Lanka

 From left: Salesforce India and South-Asia Vice President Kamal Kanth, JKH Senior Vice President and Chief Operating Officer, Group Information Technology Nalaka Umagiliya, JKH Executive Vice President / Group CIO and John Keells IT Director/CEO Ramesh Shanmughanathan, JKH Associate Vice President and John Keells APAC IT COO Dilini De Alwis and iTelaSoft Salesforce Head, Architect and MVP – Hall of Fame Chamil Madusanka 

– Pic by Sameera Wijesinghe

• Says new initiatives inspired by Sri Lanka’s goal of 
• $ 15 b digital economy by 2030

Launches Agentforce, suite of autonomous, customisable agents and tools that work side by side with employees and workforce

Salesforce, the world’s leading customer relations management (CRM) solutions powered by AI technology and capabilities, yesterday reinforced its commitment to digitally transforming businesses in Sri Lanka, aligning with the country’s 2030 vision for a digital Sri Lanka. 

Leveraging Salesforce’s cutting-edge innovation around Artificial Intelligence (AI) and automation, Salesforce said it will revolutionise customer experiences for businesses across industries in Sri Lanka, unlocking significant business value. 

In a video message at the media launch, Salesforce India Chairperson and CEO Arundhati Bhattacharya said: “Sri Lanka has made remarkable advances in technology adoption, building a dynamic digital economy that fuels economic competitiveness, job creation, sustainable development, and enhanced service delivery. In line with the Government’s vision of reaching a $ 15 billion digital economy by 2030, supported by a robust digital AI strategy, we are driving value for businesses across the country. We look forward to advancing a thriving, inclusive, and green Sri Lankan digital ecosystem that supports a vibrant, export-oriented economy. This commitment to growth also includes strengthening relationships with more Sri Lankan businesses and empowering them with resources to thrive in the digital era.”

Salesforce said in a new era of AI driven experiences, where expectations for products and services are changing, leading Sri Lankan businesses such as – Campus Direct, Cinnamon Hotels, Keells Super, Dilmah Tea, Third Space Global among others are turning to Salesforce to help them create digital strategies that will increase productivity, drive efficiency and revolutionise their interactions with customers. 

Aligning with Sri Lanka’s 2030 vision of digitally empowering the country for innovation, inclusion and sustainable growth, Salesforce highlighted the value of digital strategies focused on AI, data, and trusted customer relationship management (CRM) practices, fuelling innovation across the country’s business landscape.

Salesforce also announced the launch of Agentforce, a suite of autonomous, customisable agents and tools that work side by side with employees and workforce. With Agentforce, any organisation can build, customise, and deploy their own agents quickly and easily, with low-code tools. Agentforce’s limitless digital workforce of AI agents can analyse data, and take action on tasks like answering customer service inquiries, qualifying sales leads, and optimising marketing campaigns.

The Salesforce platform expands the boundaries of agents, enabling infinite capacity, proactive actions across any role or channel, and context of every customer interaction with powerful capabilities such as: Customer 360, leveraging the full power of applications like sales, service, marketing, and commerce. MuleSoft, is an industry-leading integration, automation, and API management platform, managing 205 billion integration flow monthly executions and 331 billion automation flow monthly executions. MuleSoft can extend Agentforce capabilities by enabling Salesforce developers and admins to leverage their APIs and bring in third-party data. Slack empowers every employee with agentic skills in the flow of work, making it the best place to deploy Agentforce for employee-facing use cases. Users can build and customise employee agents, tap into better context with more relevance, and work side-by-side with agents right where work is already happening in Slack. 

Highlighting the vital role of partners within the Salesforce ecosystem, JKH Executive Vice President / Group CIO and John Keells IT Director/CEO Ramesh Shanmughanathan said: “In Sri Lanka, the opportunity for transformative change across industries is vast and continually evolving due to the growing digital ecosystem that is unlocking remarkable experiences and significant business value. Our partnership will enable us to accelerate our innovation across our value ecosystem, enabling us to enrich and drive exceptional outcomes for our customers.”

JKH Senior Vice President and Chief Operating Officer, Group Information Technology Nalaka Umagiliya said: “Our collaboration with Salesforce represents a pivotal advancement in transforming ongoing CRM, sales, marketing, and loyalty operations at JKH, with a strong focus on enhanced data privacy and customer consent management. With CRM and Loyalty solutions underway at specific subsidiaries of JKH, Salesforce’s innovative technology solutions are empowering us to elevate customer engagement, optimise business processes, and achieve significant efficiency gains across the John Keells Group.”