Introducing Salesforce Agentforce: A New Era of Customer Engagement

Introducing Salesforce Agentforce: A New Era of Customer Engagement

Salesforce, the world’s leading AI CRM, today announced the Salesforce Agentforce, a ground-breaking suite of autonomous AI agents that supplement workers and handle duties in service, sales, marketing, and commerce, resulting in remarkable efficiency and customer satisfaction. Agentforce enables businesses to increase their workforces on demand with just a few clicks.

Agentforce’s limitless digital workforce of AI agents can evaluate data, make decisions, and take action on activities such as customer service inquiries, sales lead qualification, and marketing campaign optimization. Any business can effortlessly create, develop, and deploy agents for any use case across any industry. These AI agents represent the future—and the future is here.

Salesforce Ambition

Our objective is ambitious: to empower one billion agents with Agentforce by the end of 2025. “This is what AI is supposed to be.”

MARC BENIOFF, CEO & CO-FOUNDER, SALESFORCE

Salesforce Agentforce represents the Third Wave of AI, moving beyond copilots to a new era of highly accurate, low-hallucination intelligent agents that actively drive customer satisfaction. Unlike other platforms, Agentforce is a breakthrough, trusted solution that integrates AI seamlessly across all workflows, firmly rooted in the core of the customer journey.

“This includes anticipating needs, building connections, driving growth, and taking decisive action at every touchpoint,” Benioff continued. “While others require you to build your own AI, Agentforce provides a fully customized, enterprise-ready platform built for quick impact and scalability.”

Agentforce offers extensive security features, adherence to industry standards, and unparalleled flexibility. It relieves overworked teams by scaling capacity on demand, allowing humans to focus on higher-value, strategic outcomes.

In contrast to now-outdated copilots and chatbots that rely on human requests and struggle with complex or multi-step tasks, Agentforce provides a new level of sophistication by operating autonomously, retrieving the right data on demand, creating action plans for any task, and carrying them out without the need for human intervention.

salesforce agentforce

Why Salesforce Agentforce Matters

According to the Salesforce Trends in AI Report, an estimated 41% of employee time is spent on repetitive, low-impact tasks, and 65% of desk workers believe generative AI will help them be more strategic. Every organization faces a growing number of tasks, and many of them remain unattended or incomplete. Agentforce empowers businesses to compete in a constantly changing world by enabling a hybrid workforce of humans and AI agents.

As a result, many jobs remain unattended or incomplete. It relieves overworked teams by scaling capacity on demand, allowing humans to focus on higher-touch, higher-value, and more strategic outcomes. The future of work is a hybrid workforce made up of humans and agents, allowing businesses to compete in a constantly changing world.

Detailed Breakdown and How It Works

Salesforce Agentforce brings technology: 

  1. Significant Innovations in the Salesforce Platform  
  2. Out of the Box Autonomous Agents 
  3. Customize and Deploy Agents Quickly 
  4. Agentforce Partner Network 

Salesforce Platform Innovation

Data 

The Salesforce Platform, with Data Cloud at its core, enables Agentforce and all Salesforce apps to provide seamless, AI-powered experiences at the touchpoints. Data Cloud synchronizes and unifies all customer data and metadata across systems in real-time, allowing Agentforce to function with complete context and accuracy.

AI

The all-new Atlas Reasoning Engine powers Agentforce. It is based on a proprietary technology intended to imitate how humans think and plan. It begins by analyzing user searches and improving them for clarity and relevancy. It retrieves the most relevant facts and creates a strategy for execution.

Automation

Salesforce Agentforce interacts smoothly with Salesforce’s existing automation features, including extensive connection with MuleSoft. Customers may simply extend the capabilities of Agentforce using Salesforce Flow, MuleSoft, and Apex methods by tapping into pre-built and optimized workflows and actions. They can also use these familiar basic components to design new Agentforce automations.

Out of the Box Autonomous Agents

Agentforce’s out-of-the-box agents are simple to customize and deploy using clicks rather than coding. They take minutes to set up, are readily scalable, and function 24 hours a day, seven days a week on any channel.

Sales Agent

Replaces traditional chatbots with artificial intelligence (AI) that can handle a wide range of service issues without relying on preprogrammed scenarios, increasing customer support efficiency. 

Sales Development Representative

Responds to prospects 24/7, answering inquiries, handling objections, and organizing meetings using CRM and external data, letting sellers focus on developing deeper customer connections.

Sales Coach   

Personalizes role-playing sessions for sales teams by leveraging Salesforce data and generative AI to help sellers practice pitches and objections targeted to individual offers.

Merchant

Assists e-commerce merchandise with site setup, goal planning, tailored promotions, product descriptions, and data-driven insights, making daily duties easier. 

Buyer  

Enhances the B2B buying experience by assisting buyers in finding products, making purchases, and tracking orders using chat or sales portals.

Personal Shoppers

Serves as a digital concierge on e-commerce websites or messaging applications, providing individualized product recommendations and assisting with search inquiries. 

Campaign Optimizer

Automates the whole campaign lifecycle by leveraging AI to evaluate, develop, personalize, and optimize marketing campaigns based on business objectives.

Customize and Deploy Agents Quickly

Agent Builder

A low-code builder that makes it easy to alter out-of-the-box agents or construct new agents for any role, industry, or use case, utilizing existing tools like Flows, Prompts, Apex, and MuleSoft APIs to configure their agents.

Model Builder 

A low-code constructor and control plane for registering, testing, and activating bespoke AI models and LLMs in Salesforce. Customers can utilize Model Builder to provide the API keys for their preferred LLMs, test them in a playground, and activate them for use in Prompt Builder.

Prompt Builder 

Every generative encounter begins with a prompt. Prompt Builder enables customers to simply alter out-of-the-box prompt templates with their own CRM or Data Cloud data, improving the output of generated results.

salesforce agentforce features

Salesforce Agnetforce Partner Network

The Agentforce Partner Network consists of renowned partners such as Amazon Web Services, Box, Certinia, Copado, Coupa, Google, Honeywell, IBM, Workday, Zoom, and others. These partners have created over 20 agents and agent actions, which will be available on the Salesforce AppExchange. 

Customers can use these specialized actions in Agent Builder to tweak out-of-the-box agents, create new agents with specific talents, and deploy partner-built agents to plan and execute activities on behalf of any business across numerous systems and channels, including those outside of Salesforce.

Conclusion

That’s all for now, folks! We’ve covered everything you need to know about the new Salesforce Agentforce. For more updates and the latest Salesforce news, be sure to follow us at CloudMetic.

Note: sales@cloudmetic.com. We are a top-rated Salesforce certified consultant and Salesforce service provider with a 5-star rating on Appexchange

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