Siemens and Salesforce are expanding their partnership to combine industrial digital twins with autonomous AI, with the companies targeting faster decision-making across manufacturing sales and service operations.
The collaboration will integrate Salesforce’s Agentforce AI platform with Siemens’ Teamcenter product lifecycle management system, bringing engineering data and digital twin information into customer-facing workflows.
The aim is to reduce the need for sales and service teams to rely on engineering departments for routine technical information.
For example, a service technician could identify the correct spare parts for a specific machine serial number before arriving on site, while a salesperson could determine which upgrades are technically valid and manufacturable when preparing a quote.
Customers could also use AI to identify and order the appropriate replacement parts without having to wait for an engineer or contact a service hotline.
Connecting engineering and customer service
Siemens said the integration is intended to close the gap between the engineering knowledge used to design products and the teams responsible for selling, servicing and supporting them.
“By embedding our digital twin into the commercial workflow, we are putting a virtual engineer in the hands of every service technician and salesperson,” said Roland Busch, President and CEO of Siemens AG.
The companies said faster access to product information could also support growth in manufacturers’ aftermarket operations, allowing businesses to respond more quickly to service requirements and identify additional opportunities to support existing customers.
Siemens has also implemented Agentforce within its own sales operation, using AI agents to process inbound leads.
The company was receiving more than 2,500 unqualified leads each month, making it difficult to determine which opportunities warranted sales teams’ attention.
Two AI agents now work within Salesforce’s Sales Cloud to engage with and qualify those leads before passing suitable opportunities to one of Siemens’ 18,000 sellers.
The engagement agent uses CRM data to personalise initial outreach, while the qualification agent assesses prospects and gathers information such as budgets and purchasing timelines before handing stronger opportunities to sales staff.
Siemens said the system now engages with 100% of its inbound leads across 132 countries.
For manufacturers, the partnership illustrates how AI is increasingly being applied beyond production environments, with engineering data, customer information and business processes being brought together to automate decisions and accelerate workflows.
The companies said the longer-term goal is to connect engineering, operations and commercial functions more closely, potentially enabling manufacturers to move towards more responsive and data-driven service models.
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