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In this interview from Dreamforce 2026, Kishan Chetan, executive vice president and general manager of Agentforce and Service Cloud at Salesforce, joins theCUBE's Alison Kosik and George Gilbert to discuss how the agentic enterprise is moving from experimentation to measurable business outcomes. Chetan details how Salesforce ties together context, knowledge and workflows so agents can act rather than merely respond, citing Southwest Airlines' use of the Casey agent to handle brand-specific passenger questions while boosting rep productivity. He explains the shift to outcome-based pricing, where customers pay only when issues are resolved, and breaks down the four ingredients — setup, optimization, analytics and seamless handoffs — that let organizations stand up agents in weeks rather than months. The conversation also explores what makes human-to-agent handoffs effective, emphasizing the need for full conversational context and sentiment data so reps aren't starting from scratch. Chetan unpacks the continuous tuning loop, where observability across voice and text channels reveals gaps in knowledge or workflows that need automation. He details how Salesforce's forward-deployed engineers and product teams now work directly with both business and IT leaders to compress implementation timelines from months to weeks. Chetan also stresses that optimization must span both agents and humans together, pulling signals from service, commerce and marketing interactions rather than treating each in isolation. Looking ahead, he outlines plans to expand agent availability across Slack, Data Cloud and other surfaces to support employee service, IT and HR use cases. From outcome-based pricing to cross-functional agent orchestration, Chetan lays out how Salesforce aims to make agentic AI a durable driver of enterprise productivity. Find more SiliconANGLE news and analysis https://siliconangle.com/ Follow theCUBE's wall-to-wall event coverage https://siliconangle.com/events/ Learn about the latest theCUBE events https://www.thecube.net/ 00:00 - Intro 02:56 - Southwest's Success with AI Agents 05:58 - Optimizing AI Solutions: Pricing, Integration, and Enhancement 09:34 - Optimizing Efficiency Through Analytics 11:51 - Navigating AI Integration: Bridging Business and Technology 14:59 - The Future Unveiled: AI Agents and Final Reflections #theCUBE #Dreamforce #theCUBEresearch #Salesforce #Agentforce #EnterpriseAI

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