Salesforce launches proprietary AI agents to act as virtual employees

Salesforce unveiled its new AI platform, Agentforce, during the annual Dreamforce event on Sept. 17, showcasing a tool that allows businesses to quickly create and deploy autonomous AI agents.

The platform, designed to enhance productivity in areas such as customer service, sales, and marketing, was demonstrated at the “Agentforce Launch Zone,” where attendees built their first AI agents live and on-site.

Agentforce integrates with Slack and a large language model (LLM), offering businesses a simplified approach to developing AI agents without extensive coding. The platform is aimed at providing a low-code solution for organizations seeking to automate processes.

Attendees at Dreamforce will continue to have access to their agent prototypes via Salesforce Experience Cloud after the event.

Salesforce CEO and chair Marc Benioff said:

“Agentforce represents an advancement in AI technology, moving beyond traditional copilots to create autonomous agents that prioritize accuracy and scalability.”

Agentforce agents are capable of analyzing data, identifying actions, and executing decisions independently, with the option to transition tasks to human employees when needed. The platform aims to support businesses in overcoming challenges often associated with custom AI implementations, such as data management and integration costs.

Kevin Quigley, Senior Manager at Wiley, shared his experience with the platform, highlighting a 40% increase in case resolution after implementing Agentforce. He emphasized the benefits of the no-code builder, particularly during high-demand periods.

Salesforce has outlined its goal to expand the use of Agentforce, with plans to deploy one billion agents by the end of 2025. The company continues to focus on AI-driven solutions as part of its broader strategy to enhance business operations and customer engagement.

Agentforce is positioned as a tool to assist organizations in managing AI more effectively, addressing a growing demand for automation and intelligent processes across industries.

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