Proved fucking right
A couple of years ago some colleagues of mine were abuzz about a demonstration they’d witnessed at Dreamforce, Salesforce’s big annual conference. To demonstrate the then-new “Agentforce” product, the presenter showed an example of how Saks Fifth Avenue was using it to automate customer support calls. He dialed the number and asked about returning a sweater. No dice. Then he made some quick changes in the Agentforce front end and called again. This time, success! He returned the sweater.
Let’s set aside that coordinating the return of some merchandise is not something a human has ever struggled with. The point here was how easy and seamless the process was. Saks, thanks to Agentforce, would be able to handle a greater volume of calls and be managed by, presumably, just a small team who could make system-wide changes with natural-language prompts. To my awestruck colleagues, this was game-changing.
I had a few questions. Was this demo live or was it canned? If it was live, was it happening in a production environment or a lower one? if it was canned, how canned? Was it a completely scripted interaction or a prototype? Either way, why didn’t the presenter disclose that information? If you listened closely, he never came right out and said that Saks was using this technology right that very second.
Over the next year or so, I occasionally loaded up the Saks Fifth Ave website to see if Agentforce had made it to their chatbot. It never had. The same shitty, barely-functional, non-Agentforce chatbot was still there the whole time. And while I never took the time to call their customer service number, I imagine the same was true there.
Well. Just last week Bloomberg published a piece called “Salesforce Touts AI Promise Over Reality in SaaSpocalypse Fight.” It includes this rather familiar passage:
One of Salesforce’s showcase customers is Williams-Sonoma. During a December user conference, Salesforce marketing executive Sanjna Parulekar stood on stage and showed off the home-goods retailer’s new Agentforce-powered customer support phone line.
“Williams-Sonoma’s most popular channel is voice so why don’t we go ahead and give this a spin,” Parulekar said. A smooth automated voice answered the call, greeting her by name and helping her seamlessly buy a specific cooking pan she’d been browsing on its website.
But about half a year after that presentation, Williams-Sonoma’s phone line isn’t actually using Agentforce.
Shocking!
Let’s be clear about the timeline here. The Saks demo was at Agentforce 2024, in September of that year. The demo referenced in the Bloomberg article happened in December 2025 — 15 months later. And 5 months after that, the tech still doesn’t work and still isn’t being used as implied. I’m not sure when exactly hype crosses into lying, but it’s definitely at some point with a 20-month span.
Saks Fifth Avenue, by the way, filed for bankruptcy in January 2026.