We’re entering a new era of enterprise productivity—one where AI doesn’t just assist; it acts. Agentic AI (or agent AI)—the practical application layer of generative AI (genAI) within enterprise systems—is emerging as the next big leap in intelligent automation. It has the power to transform how businesses serve customers, support employees, and scale operations, all on its own.

According to Gartner, by 2029, Agentic AI will autonomously resolve 80% of common customer service issues without human intervention, leading to a 30% reduction in operational costs.

As the excitement for the tech builds, however, one truth is becoming clear: The success of agent AI hinges not just on innovation, but on seamless integration. And that depends on the health of your existing tech ecosystem—especially Salesforce.

Hype vs reality

Agentforce—one of Salesforce’s fastest-growing Agentic AI innovations—is being hailed as a game-changer for service automation and AI-powered productivity. With over 10,000 licenses already sold, the momentum for Agentforce is undeniable. But here’s the catch: only a small fraction of customers has gone live in production.

What’s holding them back? In most cases, it’s not the AI. It’s the organization. Specifically, the operational complexity within their Salesforce environments. Due to this, most organizations are not fully prepared for implementing Agentforce and reaping its benefits.

The hard truth

Salesforce’s power lies in its flexibility. But after years of rapid app development, iterative enhancements, and shifting priorities, many companies are left with deeply customized—and often fragile—Salesforce environments.

We see such overly customized organizations all the time, where even the most mature teams struggle to manage complexities. All that tech debt becomes a critical blocker when it comes to adopting Agentforce.

Why? Because genAI isn’t like traditional automation. It depends on clarity, which requires an organization’s data clouds to be thoroughly cleaned. When the environment is cluttered with duplicate logic, poor data structures, and unpredictable flows, Agentforce simply can’t deliver.

What you get as a result is poor customer service quality, breakdown in automation, missed strategic value and wasted investment.

How tech debt undermines Agentforce

Tech Debt Issue	Impact on Agentforce
Poor Metadata Hygiene Redundant or obsolete classes and flows create logic conflicts and design complexity	Confuses LLMs, increases hallucinations
Inconsistent or Low-Quality Data Duplicates, missing fields, or inconsistent picklists	Reduces accuracy and relevance of AI output
Excessive Custom Code Overreliance on unmanaged or opaque Apex	Low observability, fragile performance
Automation Conflicts Unpredictable flows and logic overlaps	Breaks agent suggestions, causes inconsistent outcomes
UI/UX Inconsistencies Cluttered or inconsistent Lightning layouts	Reduces user adoption of Agentforce

Virtusa’s solution: Fixing the foundation first

Getting ahead of this challenge requires a thorough evaluation of the Salesforce org health as a strategic lever for long-term GenAI success. Virtusa has a fixed-price, outcome-based Salesforce Org Health and Agentforce Readiness Assessment, powered by our partnership with Quality Clouds, which can help identify the gaps.

Going beyond assessment, we accelerate your journey to AI readiness. We do this by identifying and prioritizing areas of tech debt remediation. We also simplify and streamline automation logic, to identify data issues that could impact genAI performance.

Our approach also includes identifying high-value Agentforce use cases, assessing license utilization and platform readiness for scale. Furthermore, we deliver a clear, prioritized roadmap to ensure your organization is fully prepared to unlock the benefits of Agentforce.

Why it matters

When you fix the foundation first, your genAI investments begin delivering ROI faster, AI assistance becomes more trusted and widely adopted by users, and customers benefit from smarter, more consistent service experiences. At the same time, you reduce the cost to serve while increasing your organization’s agility. Whether you’re preparing for a pilot or planning an enterprise-scale rollout, the question to answer isn’t “Are you enabled?”—it’s “Are you ready?”

Why Virtusa

Virtusa brings proven Salesforce leadership, with over 15 years of experience delivering large-scale programs—including the world’s first genAI-powered Service Cloud call center at a Fortune 5 company. Our deep industry expertise ensures a domain-first approach, aligning genAI with core business processes for maximum impact. With our enterprise-grade AI capability, powered by Virtusa Helio, we seamlessly integrate Salesforce with broader data and genAI strategies at scale. And through focused, long-term partnerships, we work closely with a select group of clients in key industries to deliver sustained, measurable value.

Services

Industries

Insights

Careers

About