The Business Show Asia 2026

Customer service is at an inflection point. Rising case volumes, growing customer expectations, and the pressure to do more with less have made the old model of reactive, ticket-driven support unsustainable. The organisations winning in service today are those embracing a new paradigm — one where AI agents and human agents work side by side. In this session, Teck Yang, Head of Singapore Growth Business at Salesforce, will show how three platforms come together to power the next generation of service operations: Agentforce brings autonomous AI agents into your service workflows — handling routine inquiries, triaging cases, and resolving issues end-to-end without human intervention, freeing your team to focus on what matters most. Service Cloud provides the intelligent case management foundation your agents need — surfacing the right information at the right time, enabling personalised resolutions, and ensuring every customer interaction is connected and consistent. Slack acts as the connective tissue of your service organisation — bringing together front-line agents, back-office teams, and subject matter experts in real time, so complex cases get resolved faster and no customer falls through the cracks. Whether you're a service leader looking to modernise operations, or an IT or business decision-maker exploring AI adoption, this session will give you a practical and inspiring look at what agentic service looks like in action — and how your organisation can get there.