Salesforce has announced its new observability tools for Agentforce 360.
This comes after its annual report revealed that AI implementation had increased by 282% since 2024.
These tools enable enterprises to deploy AI agents without worrying about the reliability and safety of their performance within a system.
Salesforce's observability tools provide AI agents with the capabilities to analyze performance, optimize interactions, and monetize stability.
Agent Analytics
This capability allows enterprises to view how well an AI agent is operating through monitoring its movements, how it’s improving/declining, and where these pain points are coming from.
This can be turned into performance data, trends, and insights to understand how efficiently these agents are performing and take actionable steps to improve their usage.
This can also be done across all implemented agents, allowing enterprises to view their agents’ overall effectiveness on customer interaction and support their continuous improvement.
Agent Optimization
As a key observable capability, Optimization offers customer enterprises full transparency with each agent interaction.
Customers can uncover how agents make decisions and what led them to make those choices, highlighting performance gaps and session flows to diagnose any issues and deduce the steps needed to improve its performance.
This can include prompt, rule, or data source adjustments to solve misinterpreted information, inconsistent results or agent hesitation.
Salesforce provides access to end-to-end visibility for customers to view each agent’s response and action, even with larger, complicated action chains.
For less varied issues, similar requests can be accumulated to uncover larger problems in patterns or trends.
Customers can also identify an agent’s configuration issues to pinpoint how an agent’s behaviour is affecting its operation and uncover which areas need to be retrained or personalized further for improved performance.
Agent Health Monitoring
This capability can monitor an AI agent’s reliability and safety level to ensure that it is running as expected.