Business adoption of AI agents tripled this year - as measurable ROI emerges (www.zdnet.com)

A new report from Salesforce reveals that the adoption of AI agents in businesses has surged, tripling in the past year as organizations recognize measurable ROI. The average number of AI agents per company rose sharply from five to thirteen, while the time required to create new agents decreased by 53%, now averaging just 1.9 days. This acceleration in deployment reflects a growing trust among employees, who are now initiating three times as many sessions with AI agents, underscoring a shift towards more complex, multi-functional tasks that AI agents can handle. The report highlights a notable increase in agent capabilities, with their ability to execute intricate business logic rising significantly. In the retail sector, for instance, agents can now perform up to nine unique actions, enhancing their contributions to customer interaction and sales. The findings indicate that these AI agents are not only improving efficiency but are also fulfilling a broader range of functions, including comprehensive customer service support, where 70% of sessions are now handled autonomously. As industries like retail and travel ramp up their AI implementations, the results manifest in substantial growth—724 million Agent Work Units (AWUs) consumed in April 2026 alone—bolstering confidence in AI’s role across various operational landscapes.