Salesforce has unveiled Agentforce, a new platform that allows businesses to create and deploy autonomous AI agents. These agents can handle various tasks across sales, service, marketing, and commerce.
Salesforce Platform has guided Trailblazers through every major shift—from Cloud to Mobile to Social to AI to Data, and now: Agents. With “Customer360+Data+Agents” our customers connect to their customers in amazing new ways through an open ecosystem, industry solutions, and a… pic.twitter.com/pZwNevHBsN
— Marc Benioff (@Benioff) September 14, 2024
The announcement was made by Salesforce CEO Marc Benioff, who described the technology as “the biggest and most exciting piece of technology we have ever worked on.” He emphasized that the company is just starting with this innovation.
Agentforce enables Salesforce’s enterprise customers to build AI-powered agents that are tailored to their specific business needs. These agents can replace human customer service representatives and make decisions based on the information they receive. They can also reason and manage multiple tasks at the same time.
Agentforce is more than just another AI model—it's a complete system that connects your business data, applies guardrails, and takes action on the Salesforce platform. Why DIY your AI when Salesforce has already built the complete solution for you? Discover how Agentforce… pic.twitter.com/LGvDu8ae0b
— Marc Benioff (@Benioff) September 13, 2024
🚀 @Salesforce just unveiled AgentForce, AI-powered assistants designed to run everything from customer service to marketing. Is this the future of business?
🔗 Full story: https://t.co/EcFD1qyvpH #AI #Salesforce #AgentForce
— Michael Nuñez (@MichaelFNunez) September 12, 2024
The platform integrates with Salesforce’s existing business applications and uses the company’s Data Cloud platform, which combines information from various sources. Clara Shih, CEO of Salesforce AI, explained that the difference between asking an AI to write a sales email and asking an agent to help hit a sales quota for the year is significant.
Salesforce introduces versatile AI agents
Salesforce claims that Agentforce requires minimal coding, which reduces the time and cost for businesses to implement the technology. The company also emphasizes that the platform is grounded in data specific to individual companies, allowing firms to set their own guardrails based on the tasks assigned to AI agents. Several companies, including ADP, OpenTable, Wiley, Kaiser Permanente, and Disney, have already deployed these agents.
Kaiser Permanente is using Agentforce to handle patient inquiries and reports resolution rates of more than 90%. Disney has also deployed these agents to augment tour guides at its parks. Salesforce believes that its extensive customer data gives it a unique advantage in the AI space.
Benioff pointed to a trove of 250 petabytes of data and hailed Agentforce as the future’s biggest revenue driver. As AI technology continues to evolve, Salesforce remains committed to ensuring that its innovations are both technologically advanced and ethically grounded. The company has introduced guardrails to ensure that new roles or functions require human approval to maintain ethical standards.
