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The customer relationship management (CRM) company Salesforce is shipping its latest AI tool.
Salesforce released Agentforce for the Salesforce Platform, according to the company today. It unveiled the AI agent technology last month.
Agentforce is designed for users to build and deploy AI agents that can autonomously take actions in sales, marketing, service and commerce. For instance, the agents can resolve customer cases, qualify sales leads and optimize marketing campaigns.
The AI agents are intended to augment employees and serve as an on-demand digital "workforce" to complete work without human engagement. The agents can be triggered by changes in data, business rules, pre-built automations and signals via API calls.
In the Salesforce Platform, users can turn their flows, prompt templates, Apex code and APIs into agent actions, connecting to enterprise data, security models and automations. The agent builder also allows admins and developers to use natural language to create instructions and guardrails for agents.
The line's first pre-built agent is the Agentforce Service Agent. Its handles a range of tasks and actions for customer support. Users can customize pre-built agents to serve their use cases.
Several Salesforce clients are early users of Agentforce, such as OpenTable, Saks and Wiley.
Kevin Quigley, director of process improvement at Wiley, said the company's Agentforce pilot "made a noticeable difference" during its back-to-school season.
"We’ve seen a more than 40% increase in case resolution," Quigley said.
Quigley said the tool helps "manage routine responsibilities and free up our service teams for more complex cases.”
Marc Benioff, chair and CEO of Salesforce, said Agentforce is "ushering in a new era of AI abundance and limitless workforces that augment every employee.”
Salesforce demonstrated Agentforce at Dreamforce 2024:
See more: Will Agentforce be the Most Significant Innovation in Salesforce's History?
