These companies are seeing big returns from implementing AI agents — here’s how

Salesforce’s AI agents are transforming customer service and sales operations at Baca Systems and ezCater, dramatically reducing response times and improving operational efficiency.

The transformation at Baca Systems: Michigan-based robotics manufacturer Baca Systems has implemented Salesforce’s Agentforce AI system, reducing customer service response times from 5-7 minutes to just 5-10 seconds.

• The AI system assists human representatives by quickly searching databases for relevant information about hardware-related customer inquiries
• The system supports preventative maintenance by identifying patterns in equipment issues
• AI agents serve as initial sales development representatives, managing lead outreach and qualifying prospects before human intervention

ezCater’s AI implementation: The workplace catering platform is deploying AI agents to streamline order modifications and improve restaurant discovery for customers.

• AI agents will handle routine order modifications through natural language processing
• Complex issues are automatically escalated to human representatives
• The system will leverage data from millions of workplace food orders to provide personalized restaurant recommendations
• Initial implementation focuses on supporting in-house concierge agents

Key benefits and ROI: Both companies report significant operational improvements and cost savings from their AI implementations.

• Baca Systems maintains service quality without increasing headcount
• The company’s AI investment costs are justified by new sales development capabilities
• ezCater reports substantial cost savings through automated order management
• Both companies note positive employee reception to the AI tools

Implementation strategy: The companies are taking measured approaches to AI deployment.

• Baca Systems started with a small user group before expanding access
• The company maintains an incremental approach to ensure agility
• ezCater is initially focusing on internal agent support before customer-facing deployment
• Both organizations emphasize the importance of human oversight and escalation protocols

Looking ahead: The rapid advancement of AI agent technology suggests broader adoption across industries.

• Baca Systems plans to deploy customer-facing service agents via text message
• The company is exploring AI applications in collections and data management
• ezCater’s CTO predicts significant changes in business operations within 12 months
• The technology’s increasing accessibility is driving faster adoption rates

Technology integration perspective: The implementation of AI agents represents a shift toward more structured and testable AI systems that align with traditional software development practices, making the technology more approachable for technical teams while delivering tangible business benefits.