Spending time interviewing CX leaders reveals a common tension. Everyone talks about personalisation and proactive service, yet most large events and complex journeys still rely on static apps and generic FAQs.
At the 2026 World Economic Forum (WEF) Annual Meeting in Davos, Salesforce and the Forum are testing a different approach. They are deploying a new “agentic” assistant, EVA, to orchestrate real-time, data-driven experiences for more than 3,000 of the world’s most influential leaders.
Børge Brende, President and CEO of the World Economic Forum, summed up the value and importance, stating:
“For our attendees, time is the ultimate currency.”
For CX professionals, EVA is more than an event app story. It signals how AI agents, unified data, and automation can reshape how organisations design and deliver high-touch experiences at scale.
Inside EVA: An AI Concierge Built on Agentforce 360
EVA is a concierge-style app built on Agentforce 360, Salesforce’s agentic platform. Rather than only responding to questions, EVA is designed to reason, prioritise, and act on behalf of attendees.
The assistant draws on more than a decade of institutional data from the World Economic Forum, connected through Salesforce’s data and AI stack. That foundation allows EVA to behave more like a digital chief of staff than a static chatbot.
Salesforce positions Agentforce 360 as a way to bring AI agents, data, and people together on one platform. For WEF, that means combining CRM data, knowledge, engagement history, and live event information to support thousands of concurrent, highly contextual interactions.
Precision Planning for 3,000 Attendees and 450+ Sessions
This week's Davos 2026 is set to be the largest Annual Meeting in the Forum’s history, with more than 450 sessions and thousands of bilateral meetings. In that environment, the gap between available insight and the speed of decision-making is significant.
EVA is designed to close that gap by turning historical knowledge and live data into usable guidance in the moment. Attendees can use EVA to:
- Personalize schedules. The assistant can recommend, book, reschedule, or cancel bilateral meetings and sessions, based on roles, topics, and preferences.
- Navigate the campus. EVA uses event maps and wayfinding to provide turn-by-turn navigation across the Davos venues.
- Prepare for meetings. EVA generates briefing documents in seconds, pulling background details from the Forum’s data and knowledge base.
For CX leaders, these capabilities map directly onto familiar challenges. Many organisations struggle to surface the right interaction, at the right time, with the right context. EVA shows how an agentic layer can sit on top of complex data and processes to handle that orchestration continuously. Brende added the Forum is:
“Unlocking the full depth of World Economic Forum’s institutional knowledge and putting it directly into the hands of attendees.”
From FAQs to Autonomous Resolution: The Agentic Enterprise in Practice
Behind EVA sits a broader Agentforce 360 deployment across the Forum’s environment. The platform uses Data 360, Salesforce’s hyperscale data engine, along with Agentforce Marketing and internal knowledge articles to provide instant, contextual support.
Data 360 hosts more than 500 custom objects from Salesforce CRM, forming a centralized knowledge base for resolving FAQs autonomously. This gives EVA and other agents a wide field of reference, from membership information and event history to engagement patterns and operational data.
The deployment connects into the Forum’s wider stack: