Our autonomous agent future is here. Today, we're officially launching Agentforce, our new suite of customizable agents and tools, deeply integrated with the Salesforce Platform and Data Cloud, to automate action across our Customer 360 applications. With Agentforce, humans with agents will deliver customer success, together.
Why are agents a big deal? Agents automate multi-step planning, decision-making, and action, allowing humans to focus on higher-value tasks. This results in reduced costs, higher performance, and increased customer satisfaction. Instead of prescribing a “Generative AI 1.0” task such as “draft a sales prospecting email”, we can give agents a goal like “help me exceed my sales quota” and the agent will come up with a multi-step plan to engage existing pipeline opportunities and generate new leads, then action these steps.
Agents are much smarter than traditional chatbots and even copilots. Agents have memory, so they retain previous interactions with the customer and avoid repeating information. Plus, agents can connect to external resources and APIs to perform actions in other systems. This is why every software company is now talking about agents and hundreds of agent startups are getting funded.
What's special about Agentforce? For agents to work, they need data, supervision and guardrails, and to be customized to each role, industry, and organization. Agentforce is powered by the steel thread of Data Cloud, Einstein Trust Layer, our Customer 360 Applications, and the Salesforce Platform. Agentforce is the culmination of everything customers have been building into their Salesforce instance for the last 25 years. Because everything you need for trusted agents is already in Salesforce, you can just turn it on, and it works.
Agentforce can be set up in minutes, works 24/7 across any channel (Salesforce natively offers mobile in-app and web chat, digital messaging, email, and now voice thanks to our acquisition of Tenyx) and seamlessly hands off to human employees using Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, Slack and more.
I couldn't be more excited to embark into this future with all of you as hybrid workforces of humans with trusted agents enable every company to adapt and thrive in our ever-changing world. This is what AI was meant to be.