Salesforce Agentforce 360 Connects AI Agents to Staff

Salesforce has made Agentforce 360 available worldwide following a year of development that saw the company push out four separate releases and test the system with thousands of customers. 

The platform represents a shift for Salesforce from customer relationship management software into a system where AI agents operate alongside people across different business functions. Marc Benioff, Chair and CEO at Salesforce, says the company is “entering the age of the Agentic Enterprise – where AI elevates human potential like never before.”

He adds: “Agentforce 360 connects humans, agents and data on one trusted platform, helping every employee and every company achieve more than they ever thought possible.”

The company began releasing components of the system in October 2024, starting with the first enterprise AI agent platform. Three subsequent releases through June 2025 added improvements to reasoning capabilities, workflow integration and governance controls before the full Agentforce 360 launch.

Agentforce 360 combines platform, data layer and Slack

The system brings together four elements: the Agentforce 360 Platform for building AI agents, Data 360 as a unified data layer, Customer 360 Apps that contain business processes and Slack as the interface where people and agents interact. The platform includes a conversational builder that allows teams to create agents using natural language rather than manual configuration.

Data 360 now includes Intelligent Context, which lets agents access unstructured content such as PDFs or diagrams and Tableau Semantics, which translates data into business language. Salesforce is working with Databricks, dbt Labs and Snowflake to enable standardised semantics across platforms through the Customer 360 Semantic Data Model.

The company has added voice capabilities to the platform through Agentforce Voice, which converts interactive voice response systems into real-time conversations. The system uses low-latency transcription and speech synthesis integrated with Salesforce’s existing infrastructure.

Hybrid Reasoning combines predetermined workflows with flexible language model reasoning. Developers can set boundaries and define logic using Agent Script, which operates through the Atlas Reasoning Engine. The platform also includes dashboards that track reasoning patterns, accuracy rates and compliance metrics.

Reddit cuts response time by 84% with support agents

Reddit deployed the system for customer support and deflected 46% of cases while reducing resolution times from 8.9 minutes to 1.4 minutes. “This efficiency lets us provide on-demand help for complex tasks, boost advertiser satisfaction by 20% and free up human reps from repetitive questions,” says John Thompson, VP of Sales Strategy and Operations at Reddit.

Adecco used agents to handle 51% of candidate conversations outside standard working hours. Pierre Matuchet, SVP of IT and Digital Transformation at the recruitment firm, says Agentforce lets it automate high-volume tasks, “strategically freeing our recruiters’ time to focus on quality customer engagement.”

OpenTable resolved 70% of diner and restaurant inquiries without human intervention. George Pokorny, SVP of Global Customer Success at the restaurant booking platform, says “Agentforce delivered the warmth and white-glove service our industry demands. Within weeks, our restaurant agent handled 70% of questions, a marked improvement over our previous chatbot.”

Engine reduced handle time by 15%, saving over US$2m per year. Elia Wallen, CEO at Engine, says: “Agentforce is a game-changer. Its voice capabilities will let us deliver our unique brand experience directly to customers, creating trusted interactions at scale.”

Salesforce embeds agents across sales, marketing and service applications

The Customer 360 Apps now embed conversational agents into business workflows. Agentforce Sales automates prospecting, qualification and quoting. Agentforce Marketing builds and launches campaigns and creates assets. Agentforce Service runs the Command Center for Service, providing support operations around the clock.

Salesforce has released Agentforce IT Service to handle employee technology issues through conversational interfaces in Slack and other locations. The system includes over 100 pre-built connectors and integrations from partners including Box, CrowdStrike, Google, IBM, Okta, Oracle Netsuite, Workday and Zoom.

Industry versions include Agentforce Life Sciences, Agentforce Public Sector and Agentforce Manufacturing, with pre-configured solutions for sector requirements.

Slack becomes central interface for agent interaction

Slack functions as the connection point where employees, agents, applications and data meet. Agentforce Sales, IT Service, HR Service and Tableau Next surface information and execute actions within Slack channels without requiring users to switch applications.

The Channel Expert Agent provides expertise inside channels through enterprise knowledge search. Enterprise Search returns answers across Google Drive, GitHub, Jira and other systems using natural language queries. Slackbot has been redesigned as a context-aware assistant that helps with writing, message summaries, and notes from huddle calls.

The Model Context Protocol integrates third-party AI systems from Anthropic, Dropbox and OpenAI through APIs for knowledge access and automation. The company has introduced AgentExchange within Slack, where teams can find, test and install agents and applications from partners including Anthropic’s Claude, Cursor, Google Cloud, OpenAI’s ChatGPT and Codex, Perplexity, Vercel and WRITER.

Ryan Teeples, CTO at 1-800Accountant, says the company achieved a 90% case deflection rate during tax week. He says: “Agentforce lets us give customers real-time updates, flag savings and arm our pros with pre-built agendas. Our team can now focus on the complex needs of our customers – keeping them successful.”