Salesforce unveiled Agentforce, a suite of autonomous AI agents designed to improve customer interactions across service, sales, marketing, and commerce sectors.
Salesforce's new Agentforce platform represents a significant leap in AI technology, moving beyond copilots to introduce highly accurate, low-hallucination intelligent agents. These agents can autonomously analyse data, make decisions, and complete tasks without human intervention, potentially transforming how businesses operate and interact with customers.
Marc Benioff, Chair and CEO of Salesforce, stated, "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." Benioff also announced an ambitious goal: "Our vision is bold: to empower one billion agents with Agentforce by the end of 2025."
The platform's core technology, the Atlas Reasoning Engine, simulates human thought processes to evaluate queries, retrieve relevant data, and execute plans. This enables Agentforce to handle complex, multi-step tasks autonomously, a significant improvement over traditional chatbots and copilots.
Agentforce offers out-of-the-box agents for various roles, including customer service, sales development, and e-commerce assistance. It also provides low-code tools for businesses to customise and deploy their own agents quickly.
Early adopters have reported promising results. Wiley, an educational publishing company, saw a 40% increase in case resolution after implementing Agentforce, according to Kevin Quigley, Senior Manager of Continuous Improvement at Wiley.
The launch of Agentforce aligns with recent data from Salesforce's Trends in AI Report, which found that 41% of employee time is spent on repetitive, low-impact work. Agentforce aims to address this issue by handling routine tasks, allowing human employees to focus on more strategic work.
Salesforce has also introduced the Agentforce Partner Network, collaborating with companies like Amazon Web Services, Google, IBM, and Workday to expand the platform's capabilities through third-party agents and actions.
While Agentforce for Service and Sales will be generally available on October 25, 2024, some components of the Atlas Reasoning Engine are scheduled for release in February 2025. Pricing starts at $2 per conversation, with standard volume discounts available.