Salesforce has announced that its Agentforce platform is now generally available.
The platform allows businesses to scope, test, and deploy out-of-the-box autonomous AI Agents that augment their existing Salesforce workflows.
Moreover, with an embedded low-/no-code Agent Builder, brands can create custom AI Agents to action unique tasks and connect functions across the Salesforce ecosystem.
The CRM leader makes that process seem simple. "If you can describe the job, Agentforce can build the Agent for it," it noted in a launch video.
Agentforce does so by taking a natural language description of the task, isolating relevant resources within the business’s Customer 360 environment, and – with this business understanding – developing an AI Agent prototype.
The AI Agent then auto-suggests knowledge, actions, and guardrails that will enable it to perform more effectively, allowing the CX team to optimize its performance.
During September’s Dreamforce 2024 event, Salesforce customers built 10,685 AI Agents, serving various industries and use cases.
In putting the platform in their hands, the CRM leader bridged the gap between the excitement of AI advancements and the practical, risk-aware application of these tools.
Additionally, it could showcase the significant shift from generation-based AI to action-based AI.
According to Marc Benioff, CEO of Salesforce, while previous iterations of generative agents may have proven useful, those that act are transformative.
"Agentforce is redefining what’s possible in business and beyond, ushering in a new era of AI abundance and limitless workforces that augment every employee, build deeper customer relationships, and drive unprecedented growth and profitability," he said.
Built on Salesforce’s trusted, fully customizable platform — seamlessly integrating enterprise data, metadata, AI models, workflows, security, and applications — Agentforce is what AI was meant to be.
Upon its release, Agentforce has many oven-ready AI Agents available, including over 100 sector-specific examples.
Yet, the most well-utilized will likely be industry-agnostic and geared toward service and sales teams.
For instance, its AI Service Agent is likely to be popular. This resolves incoming support cases by responding intuitively and conversationally.
Meanwhile, the AI Sales Development Agent catches the eye. It proactively engages with leads, answers their questions, and schedules meetings.
As a final example, consider the AI Sales Coach Agent. Trained on in-house best practices, this can join calls with new sales reps, provide real-time tips, and handle objections.
However, while these use cases within individual CRM apps may drive value, businesses leveraging the broad Salesforce Platform stand to benefit most from Agentforce.
