It was only introduced two days ago, but Casey, Salesforce’s pre-built AI agent aimed at customer service teams, is already about to get some extra help.
Executives speaking at the software giant’s Dreamforce 2026 event in San Francisco Wednesday described Casey as an out-of-box offering based on years of learning from its customers. Casey has been designed to handle everything from updating an account to seamlessly handing off tasks to a human service rep and is optimized for voice interactions.
During a livestreamed keynote session, Salesforce Service Cloud CMO Annie Weinberger said Casey will continuously learn, not just from its own interactions, but from the conversations that a brand’s service reps are having in the contact center.
“This means that your customers are getting a smarter agent every time they use it,” Weinberger told the Dreamforce 2026 crowd.
Early adopters of Casey include Marriot, whose Bonvoy Elite loyalty program members can use it to get personalized help for all their travel needs, Weinberger said. This includes quick actions like checking points balance or using its conversational interface to get recommendations for a unique hotel or support once they get home.
Weinberger showed in a demo how Salesforce has set up a quick start process for launching Casey whereby brands could drag and drop knowledge center articles and other files to help it understand its business. This is a key step, she stressed.
“We have all seen what happens when an AI agent misses the mark, especially on the one thing that matters most: accuracy,” she said. “This isn’t because the AI lacks intelligence; it’s because the AI agent is flying blind, and this leaves so many companies in pilot purgatory, just deploying isolated agents, operating in a vacuum, and completely disconnected from your company context and business processes.”
From there, brands can add Casey to any service channel they want, including voice by attaching a phone number. Weinberger demonstrated how Casey could return a jacket without a receipt and return it to a store location, even if it was purchased in another country.
Beyond handling service issues in the moment, Weinberger said most brands also want to get better visibility into common trends that are affecting their overall customer experience (CX). Normally that involves manually digging through data, but she said Salesforce will soon realize an AI agent called Optimizer.
This is an agent for improving your agent,” she said. “Optimizer is going to conversationally ask me what channels I want to improve, what data I want to analyze, and how far back to look, and then it runs. It’s going to go out and scan thousands of conversations, and it’s going to surface by top contact reasons, and then rank them by volume and my automation potential.”
Salesforce is also using Dreamforce to make some CX improvements of its own. Weinberger said that, based on customer feedback, the company would be introducing outcome-based pricing. This means brands will pay by resolution that AI agents like Casey enable.
“This means no more managing multiple meters and metrics, no more guessing at adoption. You only pay when it works, and included in that price, you get unlimited data 360 queries and unlimited agent force actions.”
Other early adopters of Casey include McAfee and Adecco. Dreamforce wraps up on Thursday.