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“The only thing we’re going to do in Salesforce is Agentforce.” That’s what Salesforce CEO Marc Benioff said in September introducing AI agents. This week, the company showed what that means by unveiling the vastly improved version of Agentforce 2.0.
Among its new features, four stand out:
Here’s a look at them and how they can be used.
This library includes key business applications such as CRM, Slack, and Tableau, and integrations from AppExchange partners. These ready-to-use skills simplify the process of creating custom AI agents. Eliminates complex and time-consuming integration problems. The library has built-in Slack actions like Create Canvas and Message Channel that allow teams to create agents for their Slack workflows.
Here are some examples:
This makes Slack a central point for employee interaction with Agentforce. They can access information, run workflows, and manage tasks right within Slack. This means they don’t have to jump between apps.
Agentforce can also automate tasks within Slack. Accenture, for example, uses it to provide employees with quick updates on important accounts. It helps automate document loading and provides recommendations for solving business problems. It also simplifies the creation and visualization of proposals and improves employee collaboration, including providing real-time updates, retrieving documents, offering proactive recommendations and creating proposals.
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Agentforce also uses Slack Enterprise Search. They learn from conversations in Slack channels and direct messages. This allows agents to provide more relevant responses and actions based on the context of the conversation.
The Atlas Reasoning Engine has been enhanced with advanced reasoning and augmented data acquisition generation (RAG) so that agents can handle more complex, multi-step questions and provide more precise and accurate answers.
For example, RBC uses Atlas and Data Cloud with Agentforce to help its financial advisors. Data Cloud integrates all client data into a unified system, providing advisors with a comprehensive view of their clients. Atlas can answer clients’ complex questions. It does this using multi-step reasoning. It is also based on RBC data and business logic. This helps to provide a reliable answer.
An old Russian proverb says: Trust, but verify. The enhanced RAG capabilities allow users to do this by embedding citations with agent responses. Citing the exact sources used builds confidence in the AI output. It also helps users to check accuracy.
The test center allows enterprises to test their AI agents before using them. This ensures that agents follow instructions, stay matter-of-fact and work quickly. This helps mitigate risk and ensures that agents perform consistently and reliably. It also provides tools that make it easy to test, audit, and scale agents.
Salesforce uses the technology internally. It says agents on help.salesforce.com now handle 83% of customer support inquiries independently, with human-to-human escalations down 50% since implementation two weeks ago.
“Suddenly, as a CEO, I’m not just managing human beings, I’m also managing agents,” Benioff said. “Today there is an authentic agent layer around the platform. It’s not some idea of a vision in a future thought, it’s what’s happening right now.”