Salesforce Touts AI Promise Over Reality in SaaSpocalypse Fight

Patients at the University of Chicago Medicine featured in a promotional video seamlessly refill prescriptions, book appointments and even get parking tips with the help of Agentforce, Salesforce Inc.’s flagship AI tool.

All this is possible, according to the video released in October, with the new technology. But the scenes are largely aspirational — little of that AI functionality is live. Patients who call the hospital system today are greeted with keypad-selection menus and routed to human schedulers. Its chatbot is still being tested and not visible to most web visitors.

That gap between Salesforce’s marketing and reality is ...