On May 19, 2026, TATA Realty & Infrastructure Ltd. (TRIL), a premier subsidiary of Tata Sons, and Salesforce, the world’s #1 AI CRM*, announced the successful deployment of Salesforce’s Agentforce platform to transform customer engagement across TRIL’s portfolio. The integration has significantly improved response times, reducing first response from days to 8 hours, and enabled the company to handle thousands of customer interactions simultaneously. As one of India’s leading real estate developers, TRIL is leveraging Salesforce’s Agentforce to deliver round-the-clock customer service and real-time intelligence, setting a new benchmark in the industry.
Agentforce Implementation
TRIL implemented Agentforce Marketing, Agentforce Sales, and Agentforce Service through Data 360, creating a unified, real-time customer view from initial inquiry to post-purchase support. The platform combines AI-powered agents with human teams to deliver personalized, 24/7 service. It manages lead qualification across WhatsApp, SMS, and email, while providing real-time recommendations to sales teams. Complex queries are routed to specialists, and leadership gains continuous visibility through live dashboards.
The transformation has yielded measurable outcomes. Conversion rates increased by 10%, lead qualification improved by 30%, and email open rates reached 50–60%. Mr. Sanjay Dutt, MD and CEO of TRIL, emphasized that integrating data, intelligence, and automation into a cohesive system empowered teams to focus on trust-building and superior customer experiences. Arundhatati Bhattacharya, Salesforce’s South Asia CEO, highlighted that the partnership exemplifies how AI should augment human capability, improve efficiency, and enhance customer outcomes.
TRIL’s customer-first approach drove the initiative, responding to digitally savvy homebuyers’ demand for immediate, integrated experiences. The unified platform ensures seamless access to customer interactions across all touchpoints, aligning with the company’s vision to create a single, cohesive ecosystem. Looking ahead, TRIL plans to extend Salesforce into its commercial real estate division, while the residential segment advances into Phase Two with Agentforce Marketing and Data 360 to deepen personalization and insight. These enhancements aim to further refine customer engagement strategies and align with industry standards for digital transformation in real estate.
