Presented by Salesforce

As businesses expand and integrate AI to enhance efficiency and growth, they often realize that success hinges more on the connectivity of their systems, teams, and data rather than just the technology itself. When systems operate in isolation and data is fragmented, it becomes increasingly challenging for AI to make a meaningful impact. This is why data integration is becoming a top priority for tech leaders: it lays the groundwork for AI agents to collaborate seamlessly with humans, enabling real-time actions, revealing insights, and supporting quicker decision-making.

This strategy was adopted by reMarkable. As the paper-tablet manufacturer ventured into the B2B sector, it transitioned to a more cohesive, platform-driven approach with a centralized hub for team collaboration. With this connected structure and a comprehensive view of their customers, reMarkable successfully introduced AI agents to enhance both customer and employee support — all while maintaining the premium experience synonymous with its brand.

AI agents meet employees where they work

reMarkable’s agent-focused strategy gained momentum in Slack, where a conversational interface and an abundance of data from messages, files, and apps create an ideal environment for AI agents to integrate seamlessly into employees’ daily tasks. This move is timely, as daily AI usage among desk workers has surged by 233% in just six months — indicating that reMarkable’s approach aligns with a rapidly evolving trend in workplace productivity.

The team began by addressing the large volume of routine IT requests that employees made daily. The manual process of submitting and tracking tickets, searching for knowledge articles, and navigating disparate systems was a drain on team productivity. To address this, they developed and deployed “Saga,” an AI agent created using Salesforce’s digital labor platform Agentforce.

Employees can simply message Saga in Slack for assistance and quick responses. When necessary, the agent even manages tickets behind the scenes automatically, eliminating the need for context switching. Saga is already helping teams operate more efficiently, reducing friction, minimizing repetitive tasks, and freeing IT to focus on strategic initiatives.

“Having AI agents working alongside our employees directly in Slack is incredibly powerful,” said Nico Cormier, CTO at reMarkable. “They not only become part of our team, but with the vast amount of data and context available in Slack, they become highly intelligent team members that take actions directly within the workflow. This will significantly boost productivity by freeing up time for creative and strategic endeavors, ultimately benefiting company profits.”

Scaling customer support comes next

reMarkable also extended their AI agent model to their customers. Within a few weeks, they launched “Mark,” a customer-facing agent that addresses common support questions through an intelligent, conversational flow. Customers receive prompt and accurate responses, and when an issue requires human intervention, Mark seamlessly transfers it to the appropriate support representative, ensuring a smooth, efficient, and personalized experience.

Mark has already managed over 25,000 conversations, performing the equivalent work of 20% of reMarkable’s 115-person support team. This success confirmed the company’s shift towards an agent-first enterprise strategy, built on Salesforce’s unified platform that connects apps, data, metadata, and AI agents. Next, reMarkable is developing a commerce agent for B2B customers to handle tasks such as order tracking, returns, and upsell suggestions, along with a sales agent to automate lead nurturing, follow-ups, and coaching.

“With Agentforce, we’re crafting a smarter, more personalized self-service experience for our B2B customers,” said Cormier. “By centralizing order data and connecting it across Salesforce and Slack, we can provide real-time updates, streamline returns, and proactively offer relevant product suggestions or restock alerts. Ultimately, we’re delivering the thoughtful, responsive experience our customers expect, at scale.”

By addressing routine inquiries instantly and transferring more complex needs to the appropriate personnel, reMarkable’s support feels faster, more responsive, and authentically human. It clearly demonstrates that when AI is thoughtfully integrated into the customer journey, it not only scales support but also enhances the customer experience.

A model for the evolving workplace

As businesses globally reconsider how work is accomplished, reMarkable exemplifies the potential when innovation is combined with intentionality. AI agents built on unified, connected platforms become strategic drivers for growth and employee productivity. This isn’t about merely adding AI to existing processes; it’s about weaving it into the fabric of how teams and systems function together, freeing individuals to perform their best work and delivering truly standout experiences.

For business leaders, the lesson is clear: prioritize integration first, then build your AI agents on that foundation. That’s the key to unlocking not only efficiency but also agility, alignment, and customer loyalty. reMarkable demonstrates that when done correctly, AI agents can be a catalyst for smarter scaling and better, more human-centered work. In today’s rapidly changing world, that’s not just an advantage — it’s the future.

Peter Doolan is Chief Customer Officer of Slack, Salesforce.

Sponsored articles are content produced by a company that is either paying for the post or has a business relationship with VentureBeat, and they’re always clearly marked. For more information, contact [email protected].