Salesforce has unveiled Agentforce 360, its most advanced AI platform to date, marking what it calls the beginning of the “Agentic Enterprise” era. Announced at Dreamforce 2025, the platform brings humans and AI agents together in a single, trusted system to drive productivity, accelerate decision-making, and transform customer experiences.
Unlike approaches that focus on replacing human roles, Salesforce positions the Agentic Enterprise as a model where AI enhances human potential. Every employee gains an intelligent partner to work alongside them, ensuring that tasks are never missed, service is continuous, and decisions are better informed. The result, Salesforce says, is a new era of operational speed, customer connection, and sustainable growth.
“Agentic AI represents a fundamental shift in how work gets done,” the company said. “It turns every workflow into intelligence, every employee into a multiplier, and every customer interaction into a moment of impact.”
A year of progress built on decades of trust
Agentforce 360 is the result of a year of continuous development, following four major releases and thousands of deployments with customers worldwide. Salesforce has also deployed the platform internally, positioning itself as “Customer Zero” to prove its capabilities in real-world scenarios.
The journey began with the launch of Agentforce in October 2024, which introduced the first enterprise-ready AI agent platform. Subsequent releases enhanced its reasoning engine, embedded agents into workflows, and improved governance and interoperability. Agentforce 360 builds on these milestones to extend Salesforce beyond its core CRM capabilities, allowing AI agents to support employees, streamline operations, and work collaboratively with other agents.
The platform unites four core components essential to building an Agentic Enterprise. The Agentforce 360 Platform provides a foundation for enterprise-grade AI agents, with features like a conversational builder, hybrid reasoning, and voice capabilities. Data 360 offers a unified data layer that gives agents context and understanding, while Customer 360 Apps embed AI into business processes across sales, marketing, service, and operations. Slack acts as the conversational interface, connecting humans, agents, actions, and data in real time.
Real-world results and industry adoption
Salesforce reports that Agentforce 360 is already transforming workflows across industries, with significant results among its 12,000 customers. Reddit reduced average response times from 8.9 minutes to 1.4 minutes, deflecting 46% of support cases and boosting advertiser satisfaction by 20%. Adecco automated 51% of candidate conversations outside normal working hours, while OpenTable’s AI agents now handle 70% of diner and restaurant queries autonomously.
Other companies have seen similar gains. Engine cut handling times by 15%, saving more than $2 million annually, and 1-800Accountant achieved a 90% case deflection rate during tax season by using Agentforce to deliver real-time updates and prepare client agendas.
“Agentforce lets us automate high-volume tasks, strategically freeing our recruiters’ time to focus on quality customer engagement,” said Pierre Matuchet, Adecco’s SVP of IT and Digital Transformation. George Pokorny, SVP of Global Customer Success at OpenTable, added, “Within weeks, our restaurant agent handled 70% of questions — a marked improvement over our previous chatbot.”
Advanced capabilities for enterprise-scale AI
Agentforce 360 introduces a range of new capabilities designed to make AI agents more predictable, more human-like, and easier to build and manage. The Agentforce Builder lets teams design and deploy agents using natural language without complex configuration, while Agentforce Voice transforms traditional IVR systems into natural, real-time conversations.
Hybrid Reasoning and Agent Script combine deterministic workflows with large language model reasoning, balancing precision and adaptability. Observability dashboards give teams deeper insights into reasoning, accuracy, and compliance, improving reliability over time. Meanwhile, Agentforce Vibes extends low-code development into the AI domain, allowing apps to be “vibe-coded” based on company data and governance policies.
Data 360 enhances agents’ ability to understand and personalise interactions by enabling access to unstructured data like PDFs, diagrams, and tables. Tableau Semantics translates data into business language and maintains consistency across platforms, supported by partnerships with Databricks, dbt Labs, and Snowflake.
Salesforce’s Customer 360 Apps have also evolved, with AI agents now embedded directly into workflows. These include tools that automate sales prospecting, build marketing campaigns, deliver proactive customer service, and optimise revenue management. Specialised agents for IT services are designed to resolve issues conversationally across platforms like Slack and Microsoft Teams, while new pre-built industry solutions target sectors such as life sciences, public services, and manufacturing.
Slack also plays a central role in the Agentic Enterprise vision, acting as the “operating system” where humans, AI agents, apps, and data work together. New Slack-first apps surface insights and enable actions directly within channels, and the reimagined Slackbot now provides context-aware support. Integration with third-party AI models from Anthropic, OpenAI, and others is enabled through the Model Context Protocol.
Salesforce’s extensive partner ecosystem continues to extend Agentforce 360’s capabilities, offering industry-specific solutions and deeper integrations. Customers can also choose from a wider range of model hosting options, including Anthropic via Amazon Bedrock, Google Cloud Gemini, and OpenAI models. A new Slack-native AgentExchange marketplace further expands access to third-party AI agents.
Agentforce 360 is now available globally, with additional innovations set to roll out in pilot and beta phases in the coming months.
