Salesforce’s New Agentforce AI Agents Tackle Complex Tasks Independently

Salesforce , has announced the general availability of Agentforce, a new layer on the Salesforce Platform that enables companies to build and deploy AI agents that can autonomously take action across any business function.

Agentforce goes beyond chatbots and copilots, using advanced reasoning abilities to make decisions and take action, like resolving customer cases, qualifying sales leads, and optimising marketing campaigns.

Agentforce doesn’t depend on human engagement to get work done; these agents can be triggered by changes in data, business rules, pre-built automations, or signals via API calls from other systems.

In addition, Agentforce includes out-of-the-box agents that are easy to customise and deploy with low-code or no-code tools and that work around the clock across any channel.

Agentforce Service Agent, the first generally available out-the-box agent, outperforms traditional chatbots by handling a wide range of tasks, from simple to complex, with pre-built topics and actions for customer support.

Users can customise pre-built agents to serve any industry and any use case, like retail with order management topics or financial services with billing and payment support topics.

​​​​“Agentforce is redefining what’s possible in business and beyond, ushering in a new era of AI abundance and limitless workforces that augment every employee, build deeper customer relationships and drive unprecedented growth and profitability,” said Zuko Mdwaba, Salesforce area vice president/Africa executive and South Africa country leader.

“Built on Salesforce’s trusted, fully customisable platform—successfully integrating enterprise data, metadata, AI models, workflows, security and applications—Agentforce is what AI was meant to be,” said Mdwaba.

With Agentforce, there’s no need to DIY your AI. Unlike other agent platforms that require complex data integration and custom automation builds, Agentforce is already built into the Salesforce Platform. Customers can instantly turn their existing Flows, prompt templates, Apex, and APIs into agent actions, seamlessly connecting to enterprise data, security models, and automations‌ — ‌with the added power of native tools like Data Cloud, Slack, and MuleSoft. The all-new Agent Builder enables Salesforce admins and developers to use natural language to create instructions and guardrails for their agents.

At Dreamforce 2024, Salesforce customers brought Agentforce to life by building over 10,000 autonomous agents designed to tackle specific business challenges. They learned that “if you can describe it, Agentforce can do it.” With Agentforce, customers can create an on-demand digital workforce that operates without constraints, allowing them to quickly and easily build and deploy agents using the Salesforce tools and language they already know.