Agentforce World Tour NYC Recap

Earlier this week, I went to the Agentforce World Tour in NYC (#SalesforcePartner). The focus was around AI agents and Agentforce. Agentforce is the agentic layer of the Salesforce platform that helps businesses work faster and smarter. My favorite part was hanging out at the Agentforce launch zone where SO MANY attendees were building their own AI agents.

What is Agentforce?

Agentforce is Salesforce ’s next big step in AI. Parker Harris, CTO of Slack and the Co-Founder of Salesforce, called it “the biggest innovation in Salesforce’s 25+ years.” This tool works seamlessly with Salesforce’s platform, combining data, automation, and trust to deliver smarter solutions.

Leah McGowen-Hare, SVP of the Trailblazer Community, explained how Agentforce helps businesses connect with customers. “These agents are like part of your team, working all day and night to give better results,” she said. The platform’s five main parts—roles, data, actions, channels, and trust—help AI agents complete tasks and solve problems quickly.

How AI is Changing Business

Agentforce simplifies AI for businesses by using Salesforce’s Data Cloud to collect data from sources like emails, PDFs, and Slack. Sanjna Parulekar, VP of Product Marketing, shared how this combined data allows AI agents to predict customer needs and automate tasks. “Instead of just reacting to problems, these agents can anticipate customer needs and act before issues arise,” she said.

In one demo, an AI agent named Sophie helped with a product return by finding the customer’s information, checking inventory, and suggesting an in-store pickup—all within seconds.

Easy to Use and Scale

Agentforce is easy to use with Salesforce’s low-code Agent Builder. This tool lets businesses create AI agents in minutes. The agents get better over time by learning from customer interactions and new data.

Patrick Stokes, EVP of Product & Industries Marketing, shared that businesses can start small with AI agents and expand as they grow. “This step-by-step growth makes it easy for businesses to expand their AI as they grow,” he said. Leah added, “Whether you’re small or large, you can start small and grow big with AI agents.”

Real-Life Impact

Agentforce is already helping many industries. In retail, AI agents manage inventory and create personalized shopping experiences. In telecom, they fix problems faster, reduce downtime, and make customers happier. Leah shared how businesses are using Agentforce successfully. “From retail to telecom, we’re seeing companies achieve amazing results by letting AI agents take on repetitive tasks and focus on what matters most—the customer,” she said. The platform is flexible and works for all kinds of businesses.

Built on Trust

Salesforce built trust into the core of Agentforce. Parker said trust is Salesforce’s most important value, especially in AI. The platform uses strong controls to keep customer data safe, giving businesses confidence in their AI solutions.

Patrick added, “Agentforce doesn’t just deliver results; it delivers them responsibly. Trust and transparency are at the heart of everything we do.” Sanjna emphasized the importance of ethical AI, saying, “We ensure every decision is based on accurate, secure data.”?

Don’t DIY Your AI

During the "Why You Don't Need to DIY Your AI" panel discussion, Velia Carboni, CIO of SharkNinja, shared how AI agents are helping the company improve customer loyalty. “AI agents help guide buyers to the perfect product based on their preferences,” she said. “This helps us maintain our five-star customer experience and keeps our customers delighted.”

The Agentforce World Tour NYC showed how AI can shape the future of business. Agentforce makes AI simple to use, brings data together to create smarter agents, and works in many industries to improve customer experiences. As Leah put it, “AI isn’t just a tool—it’s a partner that helps businesses do more with less effort.”

You can go to sforce.co/4eHlUBE to learn more about Agentforce.?