Salesforce Unveils Agentforce: Low-Code AI Agents for Businesses

Salesforce has introduced Agentforce, a powerful suite of low-code tools designed to build autonomous AI agents. These agents are capable of handling tasks across various departments, including sales, service, marketing, and commerce, providing support 24/7.

What is Agentforce?

Agentforce is a customizable AI solution that allows businesses to build agents tailored to their specific needs. These autonomous agents can assist employees and customers by performing proactive, specialized tasks using business data.

Customizable Agents for Every Business

Agentforce allows businesses to build agents from pre-built templates or create new agents from scratch using Salesforce’s low-code tools. Companies can configure agents to meet their unique needs across industries and use cases.

Key Agentforce Roles

• Service Agents: These agents autonomously engage with customers across multiple channels, resolving cases in natural language using trusted business data. They operate 24/7 and can be set up in minutes using templates or customized with low-code tools.

• Sales Development Representatives (SDRs): SDR agents handle product questions, manage objections, and schedule meetings for sales reps. These agents interact via channels like SMS and WhatsApp in any language, grounding their responses in real-time business data. You decide how often, which channels, and when your agent will engage before briefing sellers for handoff.

• Sales Coach: This agent allows sales teams to practice pitches, handle objections, and engage in negotiation role-plays tailored to specific deals. The agent provides feedback on strengths, areas for improvement, and actionable steps to advance deals, all powered by CRM data.

• Commerce Agents: These personal assistants help shoppers navigate ecommerce sites, answer product questions, and provide personalized recommendations. The agent can guide search queries and enhance the overall shopping experience.

• Industry-Specific Agents: Agentforce offers agents tailored to specific industries such as healthcare, banking, retail, operations, marketing, and IT. These agents provide specialized support in roles like customer service, finance, analytics, and more.

Agentforce vs. Traditional Chatbots

Unlike traditional chatbots that rely on preprogrammed scripts, Agentforce agents can handle complex tasks across service and sales with greater accuracy and adaptability. They improve customer service efficiency and enhance employee productivity by handling tasks autonomously and escalating to human employees when necessary.

Low-Code Customization with Agent Builder

With Agent Builder, businesses can easily create and configure agents using Salesforce tools such as Flows, Apex, and APIs. Setting up an agent involves defining tasks, providing natural language instructions, and creating a library of actions for the agent to choose from. Users can monitor agent performance and test responses directly within the builder.

Powered by the Atlas Reasoning Engine

The Atlas Reasoning Engine is the core of Agentforce agents, enabling them to adapt to situations and provide more accurate, multi-turn responses. By categorizing requests and setting rules about what they can and cannot do, the engine ensures agents perform tasks efficiently while adhering to business guidelines.

Trust & Guardrails

Agentforce includes comprehensive security features, allowing businesses to set guardrails for AI agents. The Einstein Trust Layer ensures data privacy by safeguarding sensitive information when interacting with third-party models. Businesses can also define when agents should escalate tasks to human employees.

Humans + AI: A Collaborative Approach

Salesforce emphasizes the collaboration between humans and AI agents to maximize productivity. Assistive agents handle repetitive tasks, while autonomous agents take proactive actions and escalate complex tasks to humans when necessary. For example, sales agents can receive personalized feedback and guidance from an AI-powered sales coach.

Data Cloud: Fueling Intelligent AI Agents

Agentforce agents are powered by Salesforce’s Data Cloud, enabling them to access and utilize data from across the organization. This ensures agents are well-informed and capable of making dynamic, intelligent decisions based on real-time business information without sacrificing safety.

Actions: From Data to Execution

Agentforce agents are more than just bots—they can take meaningful actions. By connecting data with workflows and AI automations, agents help complete tasks faster. For instance, agents can assist sales reps in drafting customer emails, creating close plans, and executing personalized marketing campaigns.

For more information, or to sign up for Agentforce, you can visit their website.