AWS re:Invent 2025 - Customer Story: AI Adoption with Salesforce & Amazon Bedrock (AIM267)

Source: Dev.to

Overview

AWS re:Invent 2025 – Customer Story: AI Adoption with Salesforce & Amazon Bedrock (AIM267)

In this session, Shibani Ahuia (Salesforce) and Sameer Vuvvuru (Capita) discuss how they leveraged Salesforce Agentforce and Amazon Bedrock to build agentic AI at scale. Ahuia shares insights from conversations with 520 CIOs, highlighting the shift from DIY AI approaches to native, agentic integration strategies. Vuvvuru explains how Capita— the UK’s largest public‑sector BPO serving ≈ 70 % of the population weekly—implemented 44 AI use cases across both platforms, delivering measurable outcomes such as eliminating double‑digit‑million‑pound contract penalties, improving win rates, and extending contact‑center operations from 9‑to‑5 to 24/7.

Key takeaways

• Democratizing agent development through low‑code tools that let employees build solutions using natural language.
• Maintaining security and compliance via AWS infrastructure while simplifying procurement through Salesforce purchases on AWS Marketplace.

This article is auto‑generated from the original presentation content; minor typos or inaccuracies may be present.

Main Part

From Customer to Salesforce: Observing the Evolution of AI Strategy Among CIOs

Introduction

My name is Shibani Ahuia. I’ll share a few slides and introduce my colleague Sameer Vuvvuru. (A quick anecdote about our previous stage appearance.)

Background

• I joined Salesforce on Nov 18 (2024), marking my one‑year anniversary.
• Prior to Salesforce, I led digital banking at TD Bank (Canada), overseeing global technology initiatives.

Role at Salesforce

Salesforce encourages sharing customer‑success stories. After presenting to an internal audience of ~450 employees (including Marc Benioff), I was tasked with shaping the go‑to‑market strategy for engaging CIOs, CEOs, CFOs, and the broader C‑suite. Over the past year I’ve connected with 4,520 CIOs, uncovering several AI‑related trends.

Legal Disclaimer

My legal team advises that purchasing decisions be based on generally available (GA) products, not on future‑looking or beta offerings.

AI as the “Smallest, Biggest Word”

• AI has become the fastest‑growing priority for enterprises.
• CIOs are under intense pressure from boards, CEOs, and the broader organization to deliver production‑ready AI solutions quickly.

Build vs. Buy: Early‑Year Sentiment

Early in the year many CIOs insisted on DIY approaches—building their own AI components.

Key questions raised

• Do they truly understand the differences between predictive, generative, and agentic architectures?
• Are they prepared to assemble the complex pieces required for agentic AI?

Shift Toward SaaS Platforms

As understanding deepened, CIOs began to consider platform‑as‑a‑service solutions that provide:

• Speed to market via pre‑built templates.
• Integration with existing Salesforce customer data.

(Continuation of the discussion follows in the video.)