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Artificial intelligence (AI) has spent the last few years making promises. Now, with the emergence of agent-based AI, it's starting to deliver them.

For most organisations, AI adoption has followed a similar pattern: a chatbot here, an automation there, maybe a co-pilot bolted onto an existing tool. Useful, but also somewhat limited. These are instruments that respond when prompted. What they don't do is take initiative, hold context, or carry a task through from start to finish. 

That changes with AI agents.

When people talk about the future of IT Service Management, the conversation almost always revolves around AI.

AI agents. Automated resolutions. Predictive insights.

But there is a less glamorous topic that deserves just as much attention: Asset Management. After all, an AI agent can't fulfil a hardware request, recommend sourcing options, or automate lifecycle processes if it doesn't know what assets exist, where they are, or whether they're available.

In my experience working with public sector organisations, one of the biggest challenges isn't a lack of technology - it's a lack of visibility.

Last night’s Digital Revolution Awards brought together organisations tackling real, practical challenges with technology. For our team, it was a brilliant evening to be part of.

It was great to reconnect with familiar faces, meet some new ones, and see first-hand the impact being made across so many different sectors. Moments like that are a good reminder of how much meaningful work is happening in this space.

And while we’ll try to stay modest about it… it made the night all the more special to be named winners of the ‘Excellence in Salesforce’ award for 2026!

As more organisations explore how AI can actually work inside Salesforce, Agentforce is quickly becoming a favourite. Unlike generic AI chatbots, Agentforce uses an organisation’s own internal knowledge base, including files, CRM data, case records, and process logic, to deliver answers that are accurate, contextual, and trusted. This allows you to build conversational experiences that feel natural to users while drawing on the full depth of your operational knowledge.

For this article, I wanted to go beyond the theory.

Every public sector leader I speak to wants to unlock the promise of artificial intelligence (AI). The ambition is clear: to deliver services faster, give staff back precious time, and improve experiences for citizens. The challenge is that budgets are tight, scrutiny is high, and no one wants to waste money on the wrong investment.

That tension often leads to the question… how much should we actually spend on AI?

When people reach out to the police, it’s often at a moment of vulnerability, when something has happened that has shaken their sense of safety and left them unsure what to do next. They may feel anxious, overwhelmed, or uncertain about whether they are using the right channel, sharing the right information, or even raising the right issue at all. At the same time, forces are managing rising volumes of calls, messages, and digital contact under sustained pressure, yet every interaction still represents a person looking for reassurance and support. Meeting these moments in a way that feels timely, confident, and compassionate has become one of the most important challenges facing UK policing today.

But a more supportive, intelligent approach is beginning to take shape.

Salesforce events always bring a unique buzz. Whether it’s Dreamforce, World Tour or a specialist showcase, there’s an energy in the room that reminds you how fast the ecosystem moves and how much innovation is happening behind the scenes.

The Agentforce World Tour 2025 at ExCeL London carried that same momentum. Crowds, conversations and excitement aside, the real draw was seeing just how quickly Agentforce is evolving and what that means for both technical and business teams alike.

As a developer, I went in hoping for real implementation stories, deeper technical insight and the latest updates on Agentforce Vibes. The day delivered on all of that. I left with useful takeaways, fresh ideas to test and a stronger sense of where enterprise AI is heading next. To help set the scene and share what the day revealed, I've put together some key moments that stood out.

When people talk about artificial intelligence (AI) today, the conversation often drifts into mystique. We hear phrases like 'thinking machines' or 'AI replacing humans,' as if a spark of magic has suddenly entered our world. But history shows a different story: every wave of automation, whether industrial, digital, or now intelligent, has been shaped not by magic, but by clear thinking, human analysis and precise understanding of what needed to be achieved.

To see this, it helps to trace automation through three phases: achieve what I achieve, do what I do, and think what I think.

The past few weeks at Infomentum HQ have been nothing short of amazing. New projects launched, fresh qualifications earned (more to come on this!), and to top it all off - we’ve been named the winner of a 2025 Salesforce Partner Innovation Award in the Public Sector and Government category. This award celebrates our work with UK police forces to transform victim support through smarter, more connected technology. It’s safe to say the team couldn’t be prouder!

I’m sure we are all aware that AI is advancing at an unprecedented rate. With every breakthrough comes both a new set of opportunities and a group of risks. While the potential of AI is huge, the reality is clear: without security and compliance at its core, innovation can quickly turn into exposure.

A recent discovery of a vulnerability in Salesforce's Agentforce is a timely reminder that even the most established platforms aren't invincible. And whilst Salesforce quickly resolved the issue, it raises important questions about how we manage AI responsibly, protect sensitive data, and keep trust at the heart of every solution.