Salesforce has unveiled Agentforce 2.0, its upgraded digital labour platform, designed to integrate autonomous AI agents into enterprise workflows. The enhanced platform introduces pre-built skills, expanded integrations, and advanced reasoning capabilities to streamline operations and enable companies to scale efficiently. Major organisations like Accenture, The Adecco Group, Finnair, and SharkNinja are already leveraging the platform to improve productivity and enhance customer experiences.
New features enhance precision and scalability
Agentforce 2.0 introduces a library of pre-built skills to customise AI agents for various workflows, spanning CRM, Tableau, Slack, and third-party integrations through Salesforce’s AppExchange. These enhancements allow businesses to deploy agents rapidly, automating tasks like onboarding, sales coaching, and customer support.
Marc Benioff, Chair and CEO of Salesforce, said, “Agentforce 2.0 takes our revolutionary digital labour platform to another level, with new reasoning, integration, and customisation features that supercharge autonomous agents with unprecedented levels of intelligence, precision, and accuracy.”
Agentforce also includes advanced reasoning capabilities powered by the Atlas Reasoning Engine. This allows AI agents to process complex, multi-step queries with improved accuracy by integrating data and metadata from the Salesforce Data Cloud. Businesses can utilise this functionality to address nuanced tasks, such as personalised financial planning or in-depth customer support, without needing custom coding.
How enterprises benefit from Agentforce 2.0
Companies using Agentforce are witnessing transformative changes in their workflows. The Adecco Group, for instance, is using the platform to enhance the recruitment process. Greg Shewmaker, Senior Vice President of Global Operations and AI at The Adecco Group, said, “Agentforce will help prequalify candidates, enhance CVs, and ensure faster job placements. Agents operate 24/7, allowing recruiters to focus on meaningful connections.”
Finnair has integrated Agentforce to optimise customer service, reducing onboarding times and addressing routine inquiries efficiently. Similarly, SharkNinja has enhanced customer support in over 30 markets, streamlining FAQs and product inquiries to create personalised shopper experiences.
Embedded AI transforms workplace collaboration
Agentforce 2.0 now supports seamless deployment within Slack, enabling teams to interact with AI agents directly through messages and channels. Slack integration enhances collaboration by providing instant updates, managing projects, and accessing enterprise data in real time. New pre-built Slack actions, such as “Create Canvas” or “Message Channel,” make it easier to customise AI agents for dynamic work environments.
Anthony Moisant, CIO of Indeed, highlighted the impact of Agentforce in advancing the company’s mission to reduce hiring times by 50%. “By leveraging Agentforce, Indeed can stay focused on its mission to help people find jobs while advancing its goals,” he stated.
Advancing customer support with autonomous AI
Salesforce has also integrated Agentforce into its own customer support systems, reducing human intervention by 50% and resolving 83% of queries autonomously. The platform’s enhanced reasoning capabilities ensure precise answers and actionable solutions, improving trust and efficiency.
Agentforce’s enriched retrieval-augmented generation (RAG) ensures data accuracy by aligning responses with business-specific metadata. The enhanced system has proven invaluable for customer support teams, freeing employees to focus on complex cases.
Transforming industries with digital labour
The adoption of Agentforce 2.0 is redefining industries, offering unmatched flexibility and scalability. Whether automating recruitment processes, improving sales productivity, or streamlining customer service, Agentforce provides enterprises with the tools to optimise operations and drive growth.
As businesses increasingly rely on digital labour, platforms like Agentforce are becoming indispensable. By integrating AI into workflows, organisations can unlock new potential, scale effectively, and provide exceptional customer experiences.
