Presented by Salesforce
As growing companies adopt AI to drive efficiency and scale, many are discovering that success depends less on the technology itself and more on how well their systems, teams, and data are connected. When systems don’t talk to each other and information stays siloed, it becomes harder for AI to deliver meaningful impact. That’s why data integration is emerging as a top priority for tech leaders: it creates the foundation for AI agents to work in sync with people, taking real-time action, surfacing insights, and supporting faster decisions.
This was the approach taken by reMarkable. As the paper-tablet maker expanded into the B2B market, it shifted to a more unified, platform-based strategy with a central hub for team collaboration. With this connected foundation and a 360-degree view of their customers in place, reMarkable was able to introduce AI agents to help scale both customers and employee support — all while staying true to the premium experience its brand is known for.
AI agents meet employees where they work
reMarkable’s agent-first strategy found momentum in Slack, where a conversational interface and ocean of data from messages, files, and apps create the ideal environment for AI agents to embed seamlessly into employees’ day-to-day work. And it’s a timely move, with daily AI usage among desk workers having surged 233% in just six months — a sign that reMarkable’s approach is tapping into a rapidly growing shift in how people get work done.
The team began by tackling the high volume of routine IT requests employees made on a daily basis. Manually submitting and tracking tickets, hunting down knowledge articles, and navigating scattered systems were a drag on team productivity. To solve this, they built and rolled out “Saga,” an AI agent built with Salesforce’s digital labor platform Agentforce.
Employees simply message Saga in Slack to get help and quick answers. When needed, the agent even automatically manages tickets behind the scenes, no context switching required. Saga’s already helping teams move faster, reducing friction, cutting down on repetitive tasks, and giving IT more time to focus on strategic work.
“Having AI agents working alongside our employees directly in Slack is really powerful,” said Nico Cormier, CTO at reMarkable. “Not only do they become our team members, but given the amount of data and context we have in Slack, they become really intelligent team members that take actions right in the flow of work. That will have an enormous impact on productivity through time freed up for creative and strategic work, and ultimately company profits.”
Scaling customer support comes next
reMarkable also extended their AI agent model to their customers. In just a few weeks, they launched “Mark,” a customer-facing agent that handles common support questions through a smart, conversational flow. Customers get fast and accurate answers, and when an issue calls for a human touch, Mark seamlessly hands it off to the right support rep to keep the experience smooth, efficient, and personal.
Mark has already managed more than 25,000 conversations, doing the equivalent work of 20% of reMarkable’s 115-person support team. That impact validated the company’s move toward an agent-first enterprise strategy, built on Salesforce’s unified platform that connects apps, data, metadata, and AI agents. Next, reMarkable is building a commerce agent for B2B customers to handle tasks like order tracking, returns, and upsell suggestions, as well as a sales agent to automate lead nurturing, follow-ups, and coaching.
“With Agentforce, we’re creating 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 products or restock alerts. In the end, we’re delivering the kind of thoughtful, responsive experience our customers expect, at scale.”
By handling routine questions instantly and handing off more complex needs to the right people, reMarkable’s support feels faster, more responsive, and genuinely human. It’s a clear signal that when AI is thoughtfully integrated into the customer journey, it doesn’t just scale support, it elevates the customer experience.
A model for the evolving workplace
As businesses around the world rethink how work gets done, reMarkable stands out as a model of what’s possible when innovation meets intentionality. AI agents built on unified, connected platforms become strategic levers for growth and employee productivity. This isn’t about slapping AI onto existing processes. It’s about weaving it into the fabric of how teams and systems work together, freeing people up to do their best work and delivering experiences that truly stand out.
For business leaders, the lesson is clear: invest in integration first, then build your AI agents on that foundation. That’s how you unlock not just efficiency, but agility, alignment, and customer love. reMarkable shows us when done right, AI agents can become a catalyst for smarter scaling and better, more human-centered work. In today’s fast-moving world, that’s not just an advantage. It’s the future.
Peter Doolan is Chief Customer Officer of Slack, Salesforce.
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