Salesforce, the world’s leading AI-based CRM, has announced the launch of Agentforce, a groundbreaking suite of AI-driven agents. These autonomous agents are designed to operate across various areas, including service, sales, marketing, and commerce, allowing businesses to scale their workforce effortlessly while enhancing efficiency and customer satisfaction.
Agentforce offers a limitless digital workforce, enabling companies to manage tasks such as handling customer service inquiries, qualifying leads, and optimising marketing campaigns. This innovative platform empowers organisations to expand capacity on demand, addressing customer needs in real-time and driving business growth.
What makes Agentforce unique?
Marc Benioff, Chair and CEO of Salesforce, described Agentforce as “Agentforce represents the Third Wave of AI—advancing beyond copilots to a new era of highly accurate, low-hallucination intelligent agents that actively drive customer success. Unlike other platforms, Agentforce is a revolutionary and trusted solution that seamlessly integrates AI across every workflow, embedding itself deeply into the heart of the customer journey. This means anticipating needs, strengthening relationships, driving growth, and taking proactive action at every touchpoint.”
Unlike previous AI systems that rely on human prompts, Agentforce operates autonomously, retrieving and analysing data, making decisions, and taking action independently. The AI’s core, known as the Atlas Reasoning Engine, allows Agentforce to tackle complex problems without requiring human input. It adapts to changing business conditions like a self-driving car, all while adhering to the company’s customised guidelines.
Benioff outlined Salesforce’s ambitious goal to empower one billion agents with Agentforce by the end of 2025. “Our vision is bold: to empower one billion agents with Agentforce by the end of 2025. This is what AI is meant to be,” he added.
Successful adoption by major businesses
Several leading companies, including OpenTable, Saks, and Wiley, have already adopted Agentforce. For instance, Wiley deployed Agentforce to handle customer service during the back-to-school season, one of their busiest periods. Thanks to Agentforce, Wiley experienced a 40% improvement in case resolution, significantly outperforming their previous chatbot system.
Kevin Quigley, Senior Manager of Continuous Improvement at Wiley, praised the technology, stating, “We’ve seen a more than 40% increase in case resolution, outperforming our old bot. Agentforce helps to manage routine responsibilities and free up our service teams for more complex cases.”
Similarly, OpenTable, the well-known dining reservation platform, has benefited from Agentforce’s AI capabilities. George Pokorny, SVP of Customer Success at OpenTable, highlighted the importance of accurate and efficient interactions between restaurants and diners. “Agentforce has incredible potential to help us deliver that high touch attentiveness and support while significantly freeing up our team to address more complex needs,” said Pokorny.
Saks integrated Agentforce into their personalisation strategy in the luxury retail sector to enhance customer engagement. Mike Hite, Chief Technology Officer at Saks Global, commented, “As we advance our personalisation strategy, we believe Agentforce and its AI-powered capabilities have the potential to make a real impact on our approach to customer engagement, raising the bar in luxury retail. Agentforce will improve our effectiveness across customer touchpoints, empowering our employees and augmenting their ability to deliver the elevated and more individualised shopping experiences for which Saks is known.”
How Agentforce works
Salesforce designed Agentforce with user-friendly features, allowing businesses to deploy these AI agents using low-code tools. This makes it easy for companies to build, customise, and implement agents to meet specific business needs. The platform also includes out-of-the-box agents who are ready to handle tasks such as customer service, sales, and marketing without requiring extensive coding.
Additionally, Salesforce introduced the Agentforce Partner Network, which includes partnerships with major companies like Amazon Web Services, Google, and IBM. This network provides businesses with access to pre-built agents and actions, which can be easily integrated into existing systems.
The Atlas Reasoning Engine is at the core of Agentforce’s functionality, which simulates human decision-making processes. This engine refines user queries, retrieves relevant data, and generates action plans, all while ensuring accuracy. The system automates routine tasks, enabling organisations to focus on more strategic, high-value work.
Agentforce marks a major milestone in business automation, helping organisations leverage AI to improve productivity, customer satisfaction, and adaptability in a constantly changing marketplace.
