Salesforce Takes a Stab at Service Now

It’s no surprise that Salesforce is copying competitors in an attempt to get into process mining in the age of AI. Consider that the San Francisco based company, known for its SAAS CRM product, acquired Apromore last week

While Salesforce Chairman Mark Benioff considers his company a leader in AI, and now Agentic AI, (the same can be said for at least 15 other technology vendors including Microsoft, Amazon, Google, Nvidia, IBM, OpenAI, Databricks, Intuit, UI Path, Artisan, Moveworks, and Cognition AI among others, its entrance into process mining seems entirely new.

Here enterprise software providers such as Celonis, SAP (Signavio) IBM, Microsoft (Power Automate). Appia, Software AG (ARIS) take the cake.

This week, at its Dreamforce user conference, we’ll likely hear Benioffs management team speak about Salesforce’s Mulesoft/Apromore combination to offer customers the end-to-end visibility they need to understand how their business truly operates. That insight enables “customers to unlock opportunities to measure, optimize, and automate through agentic process automation,” said Steve Fisher, president and Chief Product Officer, Salesforce.

Company founder and CEO Mark Benioff hopes to use Apromore to enhance its Agentforce platform by bringing process mining capabilities directly to it. The desired end result is helping its customers analyze, optimize, and automate their business process based on how work is actually done.