DafinchiHow Leading Companies Use AI Agents: Impacts and Strategies in 2025
🤖 Explore how top companies like Salesforce, Five9, and others leverage AI agents to transform operations, boost productivity, and drive significant business impact in 2025! 📈
Deep Research"Discuss which companies are using AI Agents and how they are using it and the impact"
Comparative Report: Which Companies Are Using AI Agents, How They Use Them, and the Impact
Key takeaway: Enterprises are moving from isolated AI features to agentic systems that understand context, take actions across apps, and deliver measurable business outcomes—ranging from double-digit efficiency gains to multi-million-dollar revenue and savings impacts.
- Companies actively deploying AI agents span customer experience platforms (Salesforce, Five9) and real estate brokerages/platforms (RE/MAX, eXp, Compass, Anywhere).
- AI agents are being used in three dominant modes:
- Customer-facing agents that resolve inquiries, transact, and deflect calls.
- Employee-facing copilot/agent-assist systems that summarize, route, and execute tasks across enterprise apps.
- Workflow and operations agents that automate back-office processes at scale (document processing, underwriting, routing, marketing).
- Quantified impacts include:
- Salesforce customers: 50,000 automated actions/week (DIRECTV), 10-point NPS lift and 25% call reduction (Falabella), doubled case deflection (Under Armour), 84% faster resolution in specific flows (Reddit), and 275,000 conversations in five months (Telepass).
- Five9 customers: multi-million ARR deployments; AI bookings >20% of Enterprise new logo ACV; AI revenue up 42% YoY; 25% price premium for advanced AI agents.
- Real estate platforms: +2.5 percentage point mortgage capture and +4 point warranty attach (Anywhere); 90% target for automated document submission (Anywhere); 5x increase in agent marketing output and 62% faster creation (eXp); AI-enabled global referral routing and stronger recruiting signal (RE/MAX); end-to-end agentic workflow strategy with rising platform engagement (Compass).
What We Mean by “AI Agents”
- Autonomous/semi-autonomous software that:
- Understands intent from natural language.
- Plans and executes multi-step tasks across systems (CRM, OMS, HRIS, ticketing, EHR).
- Uses guardrails (policies, monitoring, hallucination detection) to act safely.
- Modalities:
- Customer-facing virtual agents (web, voice, WhatsApp).
- Agent-assist copilots (real-time transcription, summarization, suggested actions).
- Ops agents that automate documents, underwriting, routing, and marketing workflows.
Comparative Snapshot
| Company | Where AI Agents Operate | Core Use Cases | Scale & Adoption | Measured Impact | Maturity |
|---|---|---|---|---|---|
| Salesforce (Agent Force + Data Cloud; Slack interface) | Customer-facing and employee-facing | Inquiry resolution, order status, ITSM in Slack, internal productivity, public sector HR “digital front door” | Broad cross-industry deployments (DIRECTV, Falabella, Under Armour, Reddit, Telepass, U.S. Army, Indeed, Pandora, Williams Sonoma, etc.) | 50k actions/week (DIRECTV); NPS +10 to 70 and −25% calls (Falabella); doubled deflection (Under Armour); resolution from 8.9 to 1.4 minutes (Reddit); 275k convos/5 months (Telepass) | Advanced |
| Five9 (AI Agents + Agent Assist + AI Insights) | Customer-facing and agent-assist | Voice/digital bots, post-call summaries, CRM/EHR integration, workforce automation | Multi-vertical deployments; strong reseller channel; expansions in health systems | $3.3M + $1.2M + $1.1M+ ARR deals; AI bookings >20% of Enterprise new logo ACV; AI revenue +42% YoY; 10% of Enterprise subscription rev; 25% price premium | Advanced |
| Anywhere Real Estate (HOUS) | Internal ops and agent tools; early contact center pilots | Listing Concierge, lead targeting, AI CMAs, Amazon Q in contact centers, document automation, integrated transaction (mortgage/title/warranty) | Scaling across brands; 15k docs/day; private listings across franchisees | Mortgage capture +2.5pp; warranty attach +4pp; path to 90% automated submissions (from ~33%); cost savings program targeting $100M in 2025 | Scaling |
| eXp World Holdings (EXPI) | Agent productivity, developer productivity, marketing | Custom GPTs for agents/staff; 50% of code written with AI; near-100% automated cosponsored program; Canva at scale; CRM of choice | High usage: 500k designs in Q2; 5x per-user output; aggressive international rollout | Design time down from 24 to 9 minutes; 59% YoY revenue growth; transactions/agent +4%; retention improving | Scaling |
| Compass (COMP) | End-to-end agent workflow (Agentic AI) | Compass AI 2.0 for agent productivity, recruiting, end-to-end platform orchestration | Broad internal engagement; rising platform sessions; expansion across T&E and Christie’s | +37% YoY platform sessions; record recruiting; multi-year OpEx efficiency program ($50–$75M incremental EBITDA target) | Emerging → Scaling |
| RE/MAX (RMAX) | Referral and agent enablement | AI-powered global referral system; Aspire onboarding; Lead Concierge; MAXEngage; marketing services | Aspire adopted by ~60% of U.S./Canada brokerages; global footprint 110+ countries | Faster recruitment (May–June 2025 > prior year); scaled referral exchange; improved top-line via curated leads | Emerging → Scaling |
Note: Maturity reflects breadth of agentic use cases, depth of integration, and measured outcomes.
Company Analyses: How They Use AI Agents and the Impact
Salesforce, Inc. (CRM)
How AI agents are used:
- Agent Force deploys customer-facing and internal agents across web, apps, WhatsApp, and Slack.
- Data Cloud acts as the metadata and data spine to ground actions in trusted, unified data; Slack is a primary interface for agentic workflows, including ITSM.
- Public sector adoption with FedRAMP High certification enables secure, 24/7 HR and service experiences (U.S. Army).
Impact highlights:
- DIRECTV: ~300 hours saved in inquiry handling; 50,000 actions executed in a week by an internal agent.
- Falabella: NPS +10 to 70; 70% of digital interactions via WhatsApp; −25% call volume; pilot from idea to production in two months; scaling to multi-hundred-thousand customers.
- Under Armour: More than doubled case deflection; double-digit CSAT improvement within 60 days.
- Reddit: Average resolution times cut from 8.9 minutes to 1.4 minutes in some flows.
- Telepass: 275,000 agent conversations over five months, demonstrating rapid scale.
- Indeed, Pandora, Williams Sonoma: Rapid multi-agent expansion; cross-brand use (e.g., “sous-chef” agent in retail).
Why it matters:
- Demonstrates repeatable, secure, cross-industry commercialization of agentic patterns with measurable CX and efficiency outcomes.
- Combines a system-of-engagement (Slack) with a system-of-record (Data Cloud) for reliable action-taking.
Five9, Inc. (FIVN)
How AI agents are used:
- Voice and digital AI agents for customer self-service and task execution; Agent Assist for transcription/summaries; AI Insights for trend discovery and staffing optimization.
- Deep integrations with CRM (Salesforce, ServiceNow, proprietary systems), EHR (Epic), and Teams/Zendesk.
- Governance stack includes AI Trust & Governance, hallucination detection, monitoring dashboards; Agent Ops and tooling (Code Crafter) accelerate change.
Impact highlights:
- Global data/analytics firm: ~$3.3M ARR initial order.
- Mortgage services provider: ~$1.2M ARR; automation of payoff statements via WFA.
- Veterinary services network: >$1.1M ARR; appointment and prescription use cases.
- Academic health system: 5-year expansion; ARR from ~$2M to >$5M with Epic integration and broader AI use.
- Portfolio-level economics: AI bookings >20% of Enterprise new logo ACV; AI revenue +42% YoY; ~10% of Enterprise subscription revenue; ~25% price premium for advanced AI agents.
Why it matters:
- Clear monetization and attach-rate story; demonstrates AI agents as a revenue growth driver with enterprise-grade controls.
Anywhere Real Estate Inc. (HOUS)
How AI agents are used:
- Generative AI for agent tooling (Listing Concierge, content generation), better recruiting/lead targeting, and faster document processing.
- Contact center pilots (Amazon Q) and AI-generated comparative market analyses (CMAs).
- End-to-end transaction vision integrates mortgage, title, warranty to improve attach and margin.
Impact highlights:
- Mortgage capture +2.5 percentage points—the largest lift among initiatives.
- Warranty attach +4 percentage points; national rollout planned.
- Document automation: ~33% of submissions automated today; path to 90% by year-end; 15,000 documents/day; enables 24/7 operations and lower costs.
- Cost program: On track for ~$100M savings in 2025; $39M YTD savings and $25M in Q2 alone.
Why it matters:
- Incremental revenue capture and margin expansion from earlier, AI-enabled integration into the consumer journey, plus substantial back-office automation.
eXp World Holdings, Inc. (EXPI)
How AI agents are used:
- Custom GPTs at local level to automate agent/staff workflows; internal AI for software engineering (Cursor, Windsurf, Lovable) writing ~50% of code.
- Near-100% automation in a cosponsored program illustrates scalable, agentic back-office throughput.
- Marketing acceleration at scale via Canva; CRM choice to fit agent preferences.
Impact highlights:
- 500,000 designs in Q2 2025; per-user output up ~5x (from <2 to ~9 designs); creation time cut from 24 to 9 minutes.
- Operating metrics trending positively: 59% YoY revenue growth; transactions/agent +4%; attrition down; productivity concentrated on teams.
Why it matters:
- Blends developer and go-to-market productivity gains; shows that agentic automation can drive both front-office marketing velocity and back-office scale.
Compass, Inc. (COMP)
How AI agents are used:
- Building “Agentic AI” via Compass AI 2.0 to orchestrate an end-to-end agent workflow without fragmenting tasks across third-party point tools.
- Focus on productivity for agents first, then broader organizational rollout; leveraging existing team without large new hiring.
Impact highlights:
- Platform engagement: 24 average weekly sessions per agent, +37% YoY.
- Business performance: Q2 revenue +21.1% YoY; Adjusted EBITDA +63% YoY; best quarter for recruiting (832 gross principal agents, +53% YoY); market share up 96 bps to 6.09%.
- Efficiency: Multi-year margin program targeting $50–$75M incremental Adjusted EBITDA (≥$50M in 2026).
Why it matters:
- Strategic bet on an integrated, agentic platform to increase agent retention and monetization—positioned against fragmented third-party stacks.
RE/MAX Holdings, Inc. (RMAX)
How AI agents are used:
- AI-powered global referral system to match and route referrals across 110+ countries.
- Aspire onboarding program blends education, tech platform, and financial model to accelerate agent productivity.
- Lead Concierge and MAXEngage streamline lead conversion and referral flow; Marketing-as-a-Service in beta.
Impact highlights:
- Aspire adoption by nearly 60% of U.S./Canada brokerages; early data show improved U.S. recruitment (May–June 2025 beat prior year).
- Strengthened network quality with Hawaii expansion (+170 agents).
- Leadership frames AI tools as levers to win listings, save time, and build more profitable businesses—fueling brokerage profitability.
Why it matters:
- Network-scale AI referral routing and onboarding effectiveness can amplify growth through network effects and recruiting flywheels.
Cross-Company Patterns and Differentiators
- Data backbone and integration are decisive:
- Salesforce’s Data Cloud and Five9’s deep CRM/EHR integrations show that grounded, connected data unlock trusted action-taking and measurable outcomes.
- Channels meet customers where they are:
- WhatsApp (Falabella), voice + digital (Five9), Slack for internal agentic ITSM (Salesforce), and Teams/Zendesk/Epic integrations illustrate multi-modal reach.
- Time-to-value can be rapid:
- Falabella moved from idea to production in two months, suggesting that pre-integrated platforms and clear intents accelerate ROI.
- Governance and safety are table stakes:
- Five9’s AI Trust & Governance and Salesforce’s public sector certifications (FedRAMP High) highlight the need for guardrails as agents take real actions.
- Monetization models are maturing:
- Five9’s AI bookings share (>20%), price premium (~25%), and rising AI revenue mix show willingness to pay for advanced agent capabilities.
- Real estate platforms converge on end-to-end experiences:
- Anywhere, Compass, eXp, and RE/MAX are using agentic tools to connect lead generation, transactions, and ancillary services—improving attach rates, productivity, and retention.
Quantified Impact Benchmarks
- Volume and automation
- 50,000 actions/week executed by an internal agent (DIRECTV via Salesforce).
- 275,000 conversations in five months (Telepass via Salesforce).
- Path to 90% automated document submissions; 15,000 docs/day (Anywhere).
- Near-100% automation in a cosponsored program (eXp).
- Customer experience and efficiency
- NPS +10 to 70; −25% call volume; 70% of digital interactions via WhatsApp (Falabella via Salesforce).
- Case deflection more than doubled; double-digit CSAT improvement (Under Armour via Salesforce).
- Average resolution time down from 8.9 minutes to 1.4 minutes in some flows (Reddit via Salesforce).
- Productivity
- Design time reduced from 24 to 9 minutes; per-user content output up ~5x (eXp).
- RE/MAX Aspire participation ~60% of brokerages; improved recruitment months YoY.
- Compass platform engagement +37% YoY (sessions per agent).
- Financial and commercial signals
- Five9: AI revenue +42% YoY; ~10% of Enterprise subscription revenue; >20% of Enterprise new logo ACV; 25% price premium for advanced AI.
- Five9 deals: ~$3.3M, ~$1.2M, and >$1.1M ARR examples; health system expansion from ~$2M to >$5M ARR.
- Anywhere: +2.5pp mortgage capture; +4pp warranty attach; targeted ~$100M cost savings in 2025.
Strategic Implications
- For CX and service leaders:
- Start with high-volume intents (WISMO, billing, appointments) and agent-assist; use grounded data and tight CRM/EHR integration to improve accuracy and actionability.
- For real estate platforms:
- Orchestrate end-to-end journeys (lead → transaction → ancillary services) with agentic automation to improve attach, speed, and margins.
- Invest in agent productivity tooling that compounds recruiting and retention flywheels.
- For IT and operations:
- Standardize on a data/metadata backbone (e.g., Data Cloud) and deploy governance (guardrails, monitoring, hallucination detection) to scale safely.
- Use collaboration surfaces (Slack/Teams) as front doors for internal agents; measure time-to-resolution, deflection, and action completion rates.
- For finance:
- Expect AI agents to command price premiums and drive upsell/expansion (e.g., Five9); track ACV share, attach rates, and incremental EBITDA from automation.
Maturity Guide and Positioning
Conclusion
AI agents are moving beyond pilots to become operating fabric for customer and employee experiences. Salesforce and Five9 showcase cross-industry, production-scale deployments with clear ROI, while real estate leaders (Anywhere, eXp, Compass, RE/MAX) are embedding agentic capabilities to connect fragmented workflows, amplify agent productivity, and monetize adjacent services. The most successful programs share three traits: grounded data, clear intents tied to measurable KPIs, and enterprise-grade governance—turning conversational AI into reliable, revenue-generating action systems. 🚀
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