Salesforce Agentforce 2.0 Will Tackle Workforce Automation

The rise of AI in the workplace has prompted technology companies to develop solutions that automate routine tasks. This shift towards automation has created demand for platforms that can integrate with existing business software and perform tasks without constant human oversight. 

Now, Salesforce has unveiled Agentforce 2.0: an enhancement to its AI platform that enables companies to deploy automated digital workers across their organisations. The platform introduces features that allow businesses to integrate AI agents – software programs that can perform tasks independently – into existing workplace communication tools such as Slack: the messaging platform owned by Salesforce.

Salesforce enhances AI capabilities with MuleSoft integration

The system incorporates MuleSoft, Salesforce’s integration software, to connect AI agents with enterprise applications. This enables the automated workers to access multiple systems and perform complex tasks such as updating customer records or processing sales data.

The platform includes a new API Catalog that enables technical teams to view and manage APIs across Salesforce, MuleSoft, Heroku and external services from a central location. This feature aims to simplify the process of connecting different software systems.

Marc Benioff, Chair and CEO of Salesforce, says: “Agentforce 2.0 takes our revolutionary Salesforce digital labour platform to another level, with new reasoning, integration and customisation features that supercharge autonomous agents with unprecedented levels of intelligence, precision and accuracy.”

Agentforce expands into workplace messaging platforms

The integration with Slack enables users to deploy AI agents within message channels and direct communications. Users can interact with Agentforce through mentions in conversations or access it through a dedicated hub within Slack.

The platform includes pre-built capabilities for sales teams, allowing AI agents to nurture sales leads and provide feedback on customer interactions. It also features integration with Tableau, Salesforce's data visualisation software, enabling agents to generate charts and analyse data.

Enterprise customers report early adoption success

The Adecco Group, a recruitment company, has implemented Agentforce to streamline its hiring processes. Greg Shewmaker, Senior Vice President of Global Operations and AI at The Adecco Group, says: “By centralising data across over 40 systems with Salesforce's Data Cloud and leveraging Agentforce, we’re transforming the candidate experience.

Agentforce will help prequalify candidates, enhance CVs and ensure faster job placements.”

Accenture, the professional services firm, has begun using the platform within its sales operations. Stephanie Sadowski, Salesforce Business Group lead at Accenture, says: “Our sales team within Accenture's Salesforce Business Group and Accenture Song are starting to use Agentforce to automate contact and close plan creation, surface insights through enterprise search, and keep teams aligned with dynamic updates.”

Technical capabilities expand with Atlas Reasoning Engine

The platform incorporates retrieval augmented generation (RAG), a technology that enables AI systems to access and process information from various sources to provide responses. This feature allows Agentforce to handle complex queries by gathering relevant data before formulating responses.

The Atlas Reasoning Engine, which powers Agentforce, can now process multi-layered interactions. For example, it can handle queries about investment strategies by considering factors such as income levels and risk preferences, using multiple data sources to formulate responses.

Data Cloud, Salesforce’s data management platform, now enhances RAG capabilities by adding contextual metadata to information snippets. This feature aims to improve the accuracy of responses by providing additional context to the AI system.

Salesforce reports internal implementation results

Salesforce has implemented Agentforce on its own help pages, which receive more than 60 million visits annually. The company reports that since October, the system resolves 83% of customer queries without human intervention and has reduced the number of issues requiring human assistance by half.

Indeed, the job search platform, has integrated Agentforce into its operations. Anthony Moisant, CIO at Indeed, says: “By leveraging Agentforce, Indeed can stay focused on its mission to help people find jobs while advancing its goals, including reducing time-to-hire by 50% and helping 30 million individuals facing barriers to employment secure jobs by fiscal year 2030.”

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