Posted January 20th, 2026 Agentic AI: The End of Hallucination in Business Operations? with Ajit Kumar Kunji, VP and Head of GBS at Salesforce. Welcome to our new podcast series, Revolutionizing Business Operations with Tony Saldanha. The series will feature Tony sitting down for candid conversations with senior executives who have lived large-scale change from the inside to explore how leading organizations embed transformation into their operating DNA. They will examine the real drivers of sustained competitive advantage, from leadership behaviors and operating models to culture, governance, and dynamic processes. Conversations will span leadership alignment, cultural readiness, governance, Global Business Services, digital and AI enablement, and the Dynamic Process Transformation model that underpins Inixia’s advisory work. You can follow us on LinkedIn, YouTube or here on Inixia Insights for future updates. Episode 1: Agentic AI: The End of Hallucination in Business Operations In this first episode, Tony is joined by Ajit Kumar Kunji, Vice President and Head of Global Business Services at Salesforce. Ajit, formerly a Senior Director of Enterprise Business Services at Walmart, brings over 20 years of leadership experience from the world’s biggest BPOs. Together, they tackle some interesting questions around the disruptive power of Agentic AI and how to leverage it effectively for better results. Watch the full video below! Key Topics Discussed: The Disruptive Power of Agentic AI: Ajit and Tony dive into how Agentic AI is truly disruptive, going beyond traditional RPA or AI, which merely automate existing processes. Agentic AI is focused on totally reimagining work processes, not just at the task level, but across the enterprise end-to-end and the company ecosystem. The Journey to Agentic AI: Ajit describes his “aha moment” in August 2023 at Salesforce when looking at CRM software capabilities and the ability of Mulesoft to bring data from multiple applications into one custom object. His team began with eight proofs of concept (POCs) focused on real-time data, eliminating “swivel chair motion” (using Excels and macros), and using Generative AI for prediction building (Einstein) and strong workflow (omnichannel capabilities). Eliminating Hallucination: After noticing a 7-8% hallucination rate with Einstein, Ajit’s team shifted to Agentic AI, which is powered by the Atlas reasoning engine. They saw hallucinations “completely went off,” and accuracy levels were closer to 100%. Ajit explains this is achieved by defining topics, setting guardrails, and exposing the data through Agent Force’s agent interface, which uses 15-16 different LLMs to synthesize queries and refine responses. Proven Agentic AI Use Cases: Ajit shares three deployed use cases for shared services: