Salesforce and Engine Expand AI Collaboration, Revolutionizing Business Travel with Agentforce 360 and Slack

SAN FRANCISCO – April 15, 2026 – Salesforce (NYSE: CRM), the world’s leading AI CRM provider, announced today at its TDX conference an expanded strategic collaboration with Engine, a prominent business travel platform serving over 1 million travelers globally. Engine has officially selected the Agentforce 360 Platform to significantly accelerate its core mission of fostering connection through streamlined travel experiences. This expanded partnership sees the integration of Agentforce and Slack, with Slackbot positioned as the primary interface for Engine’s evolving "Agentic Enterprise" strategy. This synergy aims to forge a sophisticated digital command center where human expertise and advanced AI agents collaborate seamlessly, simplifying every facet of the complex travel journey.

The announcement underscores a pivotal moment in the digital transformation of the travel industry, highlighting the growing imperative for AI-driven solutions to manage increasing complexity and demand for instantaneous service. Engine, a company experiencing rapid growth, reported a doubling of group travel bookings over the past year. This surge, combined with the operational challenge that 80% of all trips are booked within seven days of the desired departure date, places immense pressure on conventional customer support models. Annually, Engine manages over 800,000 customer support cases, a volume that necessitates a robust, scalable, and intelligent solution. The deployment of Agentforce is specifically designed to address these high-velocity demands, enabling Engine to autonomously handle 50% of chat cases – ranging from routine inquiries to intricate logistical challenges – without any human intervention. A prime example is "Eva," an Agentforce AI agent capable of instantly accessing booking details and orchestrating complex group accommodations at scale, thereby powering Engine’s high-touch operations and ensuring teams remain fully apprised of evolving group travel arrangements. This agentic approach has already yielded tangible benefits, including a 15% decrease in the average handle time for customer service support cases and a demonstrable improvement in customer satisfaction scores.

The Evolution of the Agentic Enterprise and Engine’s Digital Command Center

The collaboration between Salesforce and Engine is not merely an integration of technologies but represents a strategic evolution towards what Salesforce terms the "Agentic Enterprise." This concept envisions a future where humans, AI agents, applications, and data are seamlessly integrated on a trusted, unified platform to unlock unprecedented growth and innovation. For Engine, Slack has been an integral component of its daily operations since its inception. Now, the platform is being elevated to serve as the veritable "front door" of its Agentic Enterprise, a centralized hub where developers can build solutions with unprecedented speed and employees can deliver service with instant precision. Slackbot, in this new paradigm, functions as the ultimate digital teammate, expertly unifying people, critical data, and specialized AI agents within a single, intuitive conversational interface where much of the daily work already takes place.

Through the strategic deployment of Agentforce alongside Slack, Engine is poised to achieve several transformative objectives:

• Enhanced Customer Service: Autonomous handling of a significant portion of customer inquiries, providing instant, accurate responses and freeing human agents for more complex, empathetic interactions.
• Operational Efficiency: Streamlining workflows, automating repetitive tasks, and reducing manual effort across various departments, from sales to customer support.
• Scalability: The ability to effortlessly manage surging demand, particularly in high-growth segments like group travel, without a proportional increase in human resources.
• Data-Driven Decision Making: Leveraging real-time insights derived from harmonized data to proactively address traveler needs and optimize service delivery.
• Faster Innovation: Empowering developers to build and deploy new features and solutions more rapidly within the unified platform.
• Improved Employee Experience: Providing employees with powerful AI tools that augment their capabilities, reduce burnout, and allow them to focus on higher-value tasks.

Elia Wallen, Founder and CEO of Engine, articulated the transformative impact of this collaboration, stating, "We’re leveraging AI across our entire business to achieve more, scale faster, and operate with greater efficiency every single day. Travel is an inherently complicated industry where speed and precision are absolutely critical. AI acts like a jet pack for our employees, significantly enhancing and elevating every single workflow. We are already experiencing benefits such as faster onboarding processes, supercharging the productivity of our sales representatives, and shipping code more quickly, all thanks to AI."

Madhav Thattai, EVP and GM of Agentforce at Salesforce, further elaborated on the platform’s capabilities and strategic importance. "Engine’s rapid and successful deployment of Eva powerfully underscores Agentforce’s inherent ability to build, scale, and extend autonomous agents across any operational surface. By skillfully harnessing real-time data within the familiar interface of Slackbot, Engine is brilliantly bringing together autonomous agents and invaluable human expertise to deliver proactive updates, round-the-clock 24/7 support, and ultimately, much faster client service. This integrated platform approach fundamentally transforms previously siloed data into immediate, intelligent action that is instrumental in solving complex traveler needs and profoundly simplifying the overall travel experience."

A Unified Ecosystem for Growth: The Role of Data 360

The expanded collaboration between Engine and Salesforce is fundamentally anchored by Salesforce’s Data 360 platform. Data 360 is designed to harmonize millions of rows of disparate data, creating a single, authoritative source of truth across the enterprise. This foundational capability provides Engine with a holistic, real-time 360-degree view of every customer’s unique journey, from initial inquiry to post-trip follow-up. This comprehensive data foundation is what empowers the fleet of specialized AI agents, including Eva, to reason intelligently across extensive customer profiles and detailed interaction histories. This robust data architecture is critical for Eva to autonomously handle 50% of chat cases, enabling it to understand context, predict needs, and provide highly personalized and effective support. By decreasing average traveler support time by 15%, Data 360 and Agentforce allow Engine’s client services team to redirect their invaluable expertise towards intricate situations that genuinely necessitate human empathy, judgment, and complex problem-solving.

Industry analysts observe that such comprehensive data integration is increasingly vital for businesses operating in high-volume, dynamic sectors like travel. According to a recent report by Grand View Research, the global business travel market size was valued at approximately USD 695.9 billion in 2022 and is projected to grow at a compound annual growth rate (CAGR) of 10.9% from 2023 to 2030. This exponential growth underscores the necessity for platforms like Agentforce 360 that can scale effortlessly while maintaining a high standard of personalized service. Furthermore, the market for AI in customer service is expected to reach USD 64.6 billion by 2030, driven by demands for efficiency and enhanced customer experience. Engine’s adoption of Agentforce 360 places it at the forefront of leveraging these technological advancements.

Broader Impact and Implications for the Travel Industry

This expanded collaboration holds significant implications not only for Salesforce and Engine but also for the broader business travel industry and the evolving landscape of AI-powered CRM.

For Engine: The partnership solidifies Engine’s position as an innovator in the business travel sector. By embracing an Agentic Enterprise model, Engine gains a substantial competitive advantage through enhanced scalability, superior customer service, and optimized operational efficiency. The ability to handle a vast number of support cases autonomously, particularly in a high-pressure environment with short booking windows and complex group logistics, allows Engine to differentiate itself by delivering consistently reliable and personalized experiences. This move positions Engine as a leader in leveraging cutting-edge AI to meet the dynamic needs of modern travelers and corporations.

For Salesforce: This collaboration serves as a powerful validation of the Agentforce 360 Platform and Salesforce’s broader AI strategy. It demonstrates the practical application and tangible ROI of autonomous agents in a real-world, high-stakes business environment. By showcasing Agentforce’s capabilities within a specialized vertical like business travel, Salesforce strengthens its leadership in the AI CRM market and illustrates the versatility and extensibility of its platform. Furthermore, the deep integration of Slack as the central command center highlights the strategic value of Salesforce’s acquisition of the communication platform, proving its efficacy as the interface for the Agentic Enterprise. This partnership will undoubtedly serve as a case study, inspiring other enterprises to adopt similar AI-driven transformations.

For the Travel Industry: The deployment of Agentforce by Engine sets a new benchmark for customer service and operational excellence within the travel sector. As demand for seamless, personalized, and instant service continues to rise, especially for complex group bookings and last-minute arrangements, traditional human-centric models often struggle to keep pace. This partnership illustrates a viable and effective path for the industry to adopt advanced AI, managing increased complexity while simultaneously improving customer satisfaction and agent productivity. It is likely to accelerate the adoption of similar AI and automation technologies across airlines, hotels, and other travel service providers, fostering a new era of efficiency and customer-centricity. The ability of AI agents like Eva to orchestrate intricate group accommodations signals a future where travel planning is less about manual coordination and more about intelligent automation, freeing human planners to focus on strategic relationships and bespoke experiences.

Looking ahead, the potential for further innovation through this partnership is vast. Future developments could include predictive analytics for anticipating traveler needs, proactive disruption management, hyper-personalized travel recommendations based on AI-driven insights, and even more sophisticated multi-agent orchestration for end-to-end travel management. The foundation laid by Agentforce 360, Slack, and Data 360 creates a robust ecosystem for continuous evolution, ensuring that Engine remains at the forefront of simplifying the traveler experience in an increasingly complex world.

Learn more about how Engine is simplifying the traveler experience as an Agentic Enterprise at www.salesforce.com/customer-stories/engine.

About Salesforce
Salesforce helps organizations of any size become Agentic Enterprises – integrating humans, agents, apps, and data on a trusted, unified platform to unlock unprecedented growth and innovation. Visit www.salesforce.com for more information.

About Engine
Engine is a modern business and group travel platform trusted by over one million travelers. Engine saves businesses time and money through an extensive travel network that connects to nearly every hotel, airline, and car rental company in the U.S. It offers single invoice billing, the flexibility to modify or cancel trips without incurring additional fees, and a unified view of all company travel and spend. Customers rely on Engine to not only make travel easier to manage but also to make it enjoyable for everyone involved. Additionally, Engine helps coordinate room blocks for corporate offsites, sports teams, weddings, family reunions, and more to help people get together in person. The company is backed by Telescope Partners, Blackstone, Elefund, and Permira. Learn more at engine.com.