Salesforce Unveils Agentforce: A Revolutionary Platform for Generative AI
Salesforce, the leader in CRM solutions, is once again breaking new ground with the launch of Agentforce, a cutting-edge platform for deploying generative AI in customer support, service, sales, and marketing. Scheduled to debut on October 25, Agentforce promises to revolutionize the way businesses interact with their customers.
During a press briefing on September 12, Salesforce CEO Marc Benioff highlighted key features of Agentforce, emphasizing that customers will not need to build their own AI models or manually choose between models. Agentforce is not just another “bolt-on copilot,” but a sophisticated AI platform that seamlessly integrates with existing services.
Formerly known as Einstein Copilot, the services under the Agentforce brand, including Einstein Copilot in Slack, have been rebranded to reflect the platform’s innovative approach.
Agentforce Turns Chatbots into Generative Conversationalists
Agentforce is more than just a chatbot—it’s a deployment platform for generative AI agents that can autonomously interact with customers. By leveraging Salesforce’s Data Cloud and the powerful Atlas Reasoning Engine, Agentforce filters structured and unstructured data to provide personalized and efficient customer service.
The Atlas Reasoning Engine, a proprietary tool developed by Salesforce, serves as the backbone of the platform by filtering AI agent decisions, reasoning relevant data, and cross-referencing answers with real-world information.
With the ability to engage customers through voice, phone, or text, Agentforce agents can handle service inquiries, sales leads, and marketing campaigns. Benioff suggested using Agentforce as a replacement for level 1 customer service staff, with the option to escalate complex queries to level 2 experts.
Agentforce offers a low-code solution for easy deployment, allowing organizations to customize agent actions and interactions using natural language prompts. The Prompt Builder tool streamlines the process of building prompts and integrating external data sources.
Complying with call monitoring and safety standards, Agentforce agents can be monitored using Salesforce Omni Supervisor to ensure accurate information delivery. In case of issues, human supervisors can intervene promptly to maintain service quality.
Salesforce Tackles Long Wait Times with Agentforce
Benioff highlighted the importance of providing tangible customer value in the current AI landscape. Agentforce aims to address the frustration of long wait times and phone trees by offering a seamless and efficient customer service experience.
Agentforce Pricing and Availability
Agentforce will be priced at $2 per conversation, offering businesses an affordable AI solution for customer service and sales. The platform for Service and Sales will launch on October 25, with additional features of the Atlas Reasoning Engine set to debut in February 2025.
Exciting Updates Coming in October
Alongside the launch of Agentforce, Salesforce is introducing a Quota Attainment Planning tool and ServiceCloud Employee Service—an AI solution for employee support. These updates highlight Salesforce’s commitment to innovation and customer satisfaction.