Day 1 Highlights from TDX 2025 Bengaluru – BugendaiTech Salesforce Consulting

We were thrilled to kick off Day 1 at Salesforce’s TrailblazerDX (TDX) 2025 in Bengaluru! Our BugendaiTech team is on the ground at this developer conference for the AI agent era, and we can’t wait to share the highlights. The energy was incredible, from the buzzing expo hall to the main keynote. In true friendly style, we’ll walk you through the top announcements and takeaways from Day 1.

Keynote Highlights: Agentforce 2dx & AgentExchange

The main keynote was all about the next wave of AI agents. Salesforce unveiled Agentforce 2dx – a significant upgrade to its digital labor platform. AI agents can now act proactively, triggered by data changes, and autonomously work behind the scenes (no longer just waiting for a chat window). Salesforce also announced new low-code and pro-code builder tools so admins and developers can configure, test, and deploy Agentforce 2dx solutions faster. They even launched a free Agentforce Developer Edition (with Data Cloud) to make prototyping these more intelligent agents super easy.

Proactive AI agents: Agentforce 2dx goes beyond reactive chatbots. Agents can monitor data, anticipate needs, and take action automatically – boosting efficiency and scale.

Faster implementation: The keynote highlighted new AI-assisted builder tools and a Dev Edition to speed up Agentforce 2dx implementation. Admins can now deploy agents with point-and-click low-code wizards and debug them with advanced analytics.

AgentExchange marketplace: Salesforce launched AgentExchange, a built-in market for AI agents. It starts with 200+ partners (Google Cloud, DocuSign, Box, etc.) offering hundreds of prebuilt actions, topics, and templates. This is like an AppExchange for AI – businesses can grab ready-made components and customize them in minutes.

AI agent automation: A prominent theme was automating routine work. By quickly creating and deploying agents through AgentExchange, companies can let AI handle tasks like processing orders or troubleshooting issues. We even saw mention of use cases (like refunds) where automation speeds up response times. In short, Agentforce 2dx is all about AI agent automation—empowering agents to work autonomously in any workflow.

Customer service AI: This automation focus translates to smarter support. For example, one keynote demo showed agents automatically handling refund requests so human support staff could focus on complex customer queries. It shows how customer service AI can improve speed and personalization.

We also noticed integration sessions. For instance, one breakout showed MuleSoft Agentforce integration in action, wiring MuleSoft APIs and connectors straight into AI agents. This means you can plug your existing systems into Agentforce flows seamlessly. It’s exciting for our clients because legacy data (from ERP or databases) can feed into those agents without heavy coding.

Air India & Vihaan.AI Case Study: Data Cloud, Einstein & Omnichannel

BugendaiTech was fascinated by the Air India Vihaan.AI case study, a concrete example of how Salesforce’s AI platform transforms customer service. Air India has been “a long-standing Salesforce customer, using Service Cloud, Sales Cloud, Data Cloud and Einstein AI” to power its airline operations. Here’s what we learned about their transformation:

Unified Data Cloud (Vihaan.AI): Data Cloud connects all of Air India’s siloed data into one place. It pulls data from 140+ systems (loyalty programs, bookings, call centers, mobile apps, etc.) into a single customer profile. This gives every agent a 360° view of each passenger—one dashboard with travel history, recent interactions, loyalty points, and more.

Einstein AI recommendations: With unified data, Einstein 1 Service supercharges agents. The system automatically classifies cases, assigns them (omnichannel routing), and even suggests the next steps in real time. For example, Einstein can flag a delayed flight and recommend a seat upgrade or rerouting. In short, Einstein uses predictive analytics to drive personalization “across the customer journey.” Agents see AI-powered reply suggestions in their workflow, so they resolve cases faster.

Omnichannel customer experiences: All channels are tied together. Salesforce highlighted that Air India would optimize “the customer experience across all key touchpoints — in digital spaces, on the ground, and in the air.” This means a traveler can tweet a problem, call customer support, or use the mobile app and get the same data-driven, AI-assisted service. Thanks to Data Cloud, the website, airport kiosks, call center, and in-flight staff all share the same information.

AI-driven automation (refunds): One highlight was refunds. By deploying Agentforce agents for refund processing, Air India “streamlines and accelerates” the end-to-end process. What used to take days is now done in hours, with automatic updates sent to customers. Agents only step in for exceptions. This is an excellent example of customer service AI at work – automating routine cases so people get faster, proactive service.

Vihaan.AI digital overhaul: This is all part of the Vihaan.AI program, Air India’s five-year digital transformation. They’ve already launched a new mobile app, a GenAI chatbot (which handled 9 million queries with ~97% accuracy), and a unified data platform. As Salesforce’s case study notes, these AI and data tools are “delivering personalization our customers expect.”

Overall, the Air India story underscored how Salesforce Data Cloud + Einstein + Agentforce can unify an airline’s data and automate service on a massive scale. For our team, it was a compelling Vihaan.AI case study that illustrates the power of connected, omnichannel customer service AI.

Other Standout Sessions & Demos

Beyond the keynotes, Day 1 was packed with great sessions and hands-on demos. Our BugendaiTech folks split up to cover different tracks – here are a few highlights:

MuleSoft integration demos: We caught a session on MuleSoft Agentforce integration. It showed how to wire MuleSoft APIs into Agentforce flows so that agents can pull data from any external system (Slack, ERP, databases, etc.). This seamless integration capability is enormous – you can use AI agents even if your data lives in different clouds or on-prem systems.

Developer & admin labs: The hands-on workshops were terrific. We learned best practices for configuring triggers, working with Data Cloud in agents, and securing AI workflows. These practical sessions gave us tips to bring back to our clients – for example, using low-code tools to iterate on agents quickly.

AI in Action demos: There were fun demos everywhere! We saw a demo of an Agentforce bot controlling a robot and even “AI dogs” (plush mascots) roaming the hall. These were lighthearted, but they showed real tech: you can have AI agents take actions in the physical world. It was a vivid reminder of how tangible AI agent automation is becoming.

Customer service AI panel: A panel on service innovation gave great insights. Experts discussed blending human and AI support, measuring ROI on AI pilots, and where customer service AI is headed. It’s clear that empathy + efficiency is the goal, and many companies are already experimenting with generative AI and Agentforce for support. It reinforced our view that starting small (e.g., automating one process) can quickly show significant gains.

Networking and community: We also had fun connecting with peers. We demoed BugendaiTech’s AI tools and exchanged notes with partners on Agentforce and MuleSoft projects. It’s always inspiring to meet other “Agentblazers.” Hearing about their MuleSoft + Agentforce success stories (and challenges) gives us fresh ideas for our Salesforce consulting work.

Looking Ahead: Day 2 and Beyond

That wraps up Day 1 for us. We’re energized by what we learned and can’t wait for Day 2’s deep dives – sessions on building multimodal agents, advanced integration patterns, and more. Stay tuned if you’re as excited about AI agent automation and Salesforce innovation as we are! We’ll share our Day 2 highlights in real time on BugendaiTech’s blog and socials.

Thanks for joining us on this journey at TDX 2025 – we’re just starting. Here’s to the Agentblazers out there. See you tomorrow!