Salesforce has released a new platform that moves beyond traditional chatbots, to create AI agents that can independently make decisions and take actions. These agents can be triggered by changes in data, business rules, pre-built automations, or signals via API calls from other systems, according to Salesforce's announcement.
The platform's capabilities have already been demonstrated at scale - at Dreamforce 2024, customers brought Agentforce to life by building over 10,000 autonomous agents designed to tackle specific business challenges.
Two key components are available immediately: Agentforce Service Agent, the first out-of-the-box agent solution, and Agent Builder, a tool that allows companies to customise and create their own AI agents using low-code or no-code approaches.
Early adopters are already reporting significant results. Wiley, an educational publishing company, has seen a more than 40% increase in case resolution during its busy back-to-school season, according to Kevin Quigley, Director of Process Improvement at Wiley.
The new platform is built directly into the Salesforce ecosystem, allowing customers to leverage existing tools such as:
- Data Cloud for data integration
- MuleSoft for API management
- Slack for employee collaboration
- Einstein Trust Layer for security and compliance
Pricing for Agentforce Service Agent starts at $2 per conversation, with standard volume discounts available, according to the announcement.
Companies including OpenTable, Saks, The Adecco Group, and BACA Systems are among the early adopters implementing Agentforce across various business functions.
The launch represents Salesforce's latest push into autonomous AI technology, with the company emphasising that these agents are designed to augment rather than replace human workers, while providing 24/7 automated support across multiple business functions.