What is Agentforce?

In short, Agentforce is a low-code Salesforce AI platform that lets companies build and deploy autonomous digital agents to automate tasks, improve customer service and raise overall efficiency.

Salesforce, the world's #1 CRM, has taken a huge leap into the future with Agentforce. The culmination of all of Salesforce's earlier AI efforts, including Einstein, Agentforce transforms how companies can use artificial intelligence to automate tasks, improve sales and customer experience, and increase productivity.

Agentforce: The evolution of Salesforce AI

Agentforce began as part of Salesforce's commitment to advancing its artificial intelligence capabilities. Following the success of products such as Einstein Copilot (now Agentforce Assistant), Agentforce was first introduced at Dreamforce 2024, marking a major step forward for Salesforce in the world of AI.

As David Schmaier, President and Chief Product Officer at Salesforce, put it:

“We believe the future is about humans and agents working together.”

Agentforce is a low-code platform that lets organizations easily build, deploy and manage autonomous AI agents for a wide range of tasks. These agents are designed to integrate seamlessly with the Salesforce ecosystem, using CRM data, external data sources and industry applications to deliver intelligent solutions in real time.

In the words of Marc Benioff, CEO of Salesforce:

“Agentforce is a true revolution, because it puts the power of artificial intelligence in the hands of every company. By combining autonomous AI agents with Salesforce's trusted platform, we enable organizations to work faster, smarter and more efficiently than ever.”

Agentforce ushers in a new era of generative AI agents that resolve tasks autonomously, provide intelligent customer support and enable rapid business automation with minimal human involvement. What is truly revolutionary is how simple these agents are to build — anyone, from an experienced developer to a non-technical user, can create, customize and deploy agents using nothing but natural language.

What makes Agentforce different?

Agentforce is not like other, traditional AI tools. Instead of just following pre-written scripts, it understands natural language, analyzes context and resolves problems or answers questions on its own. Powered by Large Language Models (LLMs) and Large Action Models (LAMs), Agentforce does not depend on rigid workflows or scripts. Instead, it adapts in real time, responding to changes in customer interactions and internal processes.

David Schmaier, Chief Product Officer at Salesforce, points out:

“Agentforce makes it easier for companies to harness the power of artificial intelligence, without the complications that usually come with traditional development. The real-time intelligence and autonomy of these agents redefine how organizations engage with customers and deliver exceptional service.”

The platform integrates seamlessly with Salesforce's suite of tools, including Data 360, Apex and Flow, giving companies the flexibility to scale and tailor agents to their specific needs.

What makes Agentforce exceptional is its ability to solve problems in real time, across industries. Whether it is sales training, customer service or even SDR qualification — it is all driven by AI agents that need minimal manual setup. This lets companies improve productivity while keeping the customer experience at a high standard.

How can companies use Agentforce?

Agentforce opens up new possibilities for businesses, letting them dramatically increase efficiency and improve customer interactions.

As Adam Seligman, EVP of AI at Salesforce, says:

“It's about creating a seamlessly integrated experience where AI agents take on routine tasks and people focus on what really matters: building relationships and driving growth.”

Here are a few ways businesses can put Agentforce to work:

Automation at scale: Whether it is qualifying sales leads, onboarding new employees or answering customer inquiries, Agentforce agents can take over routine, repetitive tasks, freeing employees to focus on more challenging, creative work.

Better customer experience: Agentforce agents are designed to resolve customer inquiries autonomously, giving instant answers to common questions such as password resets or order status checks. If they run into a more complex issue, they can easily route it to human agents without slowing the conversation down.

Higher productivity: Companies no longer have to rely on human agents for every task. With Agentforce assistants and autonomous agents, employees can direct their time and energy to areas that need more attention, leading to better business results.

Lower cost of adopting AI: Because Agentforce is low-code, companies don't have to rely solely on expensive consultants or developers to start their AI transformation. Even people without deep technical knowledge can easily build and deploy agents, making AI accessible to companies of all sizes.

EQS: Your partner in AI-driven digital transformation

Our team is one of the most successful and most awarded Salesforce partners in this part of Europe, and we provide consulting and implementation services for Salesforce AI, Agentforce and AI-driven digital transformation.

We already have clients around the world using the power of Agentforce to automate tasks, improve customer service and achieve great business results, so we can offer you expert help and first-hand advice. And because we believe in what we do, we use Agentforce's advanced capabilities ourselves through VitoForce — our AI digital agent — to improve the services we provide to our clients.

Have questions about bringing artificial intelligence into your business? We're here to help — get in touch through our Contact page!

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As regional industry leaders, we see educating you about everything AI can bring as part of our mission. That is why we will keep you regularly informed about the latest developments in AI and Salesforce. The full release of Agentforce 2.0 arrives in February 2025, and we will keep sharing useful tips and insights to help you get the most out of this revolutionary technology. Follow us for the latest news and blog posts, and discover how Agentforce can improve your business in the digital age.