Salesforce’s Agentforce Is Here: Trusted, Autonomous AI Agents to Scale Your Workforce

Agentforce delivers fully customizable autonomous AI agents that can connect to any enterprise data and take action across sales, service, marketing, and commerce
Agent Builder enables users to build an agent to automate any business process in any industry using existing Salesforce Platform tools like workflows, Apex code, and prompt templates
Customers like The Adecco Group, BACA Systems, OpenTable, Saks, and Wiley are choosing Agentforce Service Agents to drive faster, more personalized responses to customers and build efficiencies across their business
SAN FRANCISCO – October 29, 2024 – Salesforce (NYSE: CRM), the world’s #1 AI CRM, today announced the general availability of Agentforce, a new layer on the Salesforce Platform that enables companies to build and deploy AI agents that can autonomously take action across any business function. Agentforce goes beyond chatbots and copilots, using advanced reasoning abilities to make decisions and take action, like resolving customer cases, qualifying sales leads, and optimizing marketing campaigns. Agentforce doesn’t depend on human engagement to get work done; these agents can be triggered by changes in data, business rules, pre-built automations, or signals via API calls from other systems. Companies like OpenTable, Saks, and Wiley are using Agentforce today to augment their employees, expand their workforce, and improve customer experiences.
In addition, Agentforce includes out-of-the-box agents that are easy to customize and deploy with low-code or no-code tools and that work around the clock across any channel. Agentforce Service Agent, the first generally available out-the-box agent, outperforms traditional chatbots by handling a wide range of tasks, from simple to complex, with pre-built topics and actions for customer support. Users can customize pre-built agents to serve any industry and any use case, like retail with order management topics, or financial services with billing and payment support topics. 
​​​​“Agentforce is redefining what’s possible in business and beyond, ushering in a new era of AI abundance and limitless workforces that augment every employee, build deeper customer relationships and drive unprecedented growth and profitability,” said Marc Benioff, Chair and CEO, Salesforce. “Built on Salesforce’s trusted, fully customizable platform — seamlessly integrating enterprise data, metadata, AI models, workflows, security and applications — Agentforce is what AI was meant to be.”
With Agentforce, there’s no need to DIY (do it yourself) your AI. Unlike other agent platforms that require complex data integration and custom automation builds, Agentforce is already built into the Salesforce Platform. Customers can instantly turn their existing Flows, prompt templates, Apex, and APIs into agent actions, seamlessly connecting to enterprise data, security models, and automations‌ — ‌with the added power of native tools like Data Cloud, Slack, and MuleSoft. The all-new Agent Builder enables Salesforce admins and developers to use natural language to create instructions and guardrails for their agents. 
At Dreamforce 2024, Salesforce customers brought Agentforce to life by building over 10,000 autonomous agents designed to tackle specific business challenges. They learned that “if you can describe it, Agentforce can do it.” With Agentforce, customers can create an on-demand digital workforce that operates without constraints, allowing them to quickly and easily build and deploy agents using the Salesforce tools and language they already know.
New Salesforce research shows that U.S. consumers can spend up to nine hours interacting with customer service trying to resolve a single issue. On average, 67% of consumers are frustrated when customer service can’t resolve their issues instantly and choose to walk away from roughly one-third of customer service interactions. This presents a huge opportunity to improve the customer experience with agents. 
“Piloting Agentforce made a noticeable difference during one of our busiest periods — back-to-school season. It’s been exciting to go live with our first agent, and we’ve seen a more than 40% increase in case resolution, outperforming our old bot. Agentforce helps to manage routine responsibilities and free up our service teams for more complex cases.” – Kevin Quigley, Director, Process Improvement, Wiley
The following solutions are now generally available to all customers: 
The Agentforce layer is deeply integrated into the Salesforce Platform, powered by data, AI, and Salesforce’s ecosystem of Customer 360 apps, all built on a trusted foundation. The Salesforce Platform expands the boundaries of agents, enabling infinite capacity, proactive actions across any role or channel, and context of every customer interaction with powerful capabilities, including: 
The flexibility of the Agentforce platform is critical to tailoring each agent to serve a specific use case or industry. Customers can expect agents in the following sectors:
“Since introducing Agentforce at Saks, we are beginning to see the real potential for its autonomous AI agents to augment our teams’ ability to provide personalized and efficient customer support. Agentforce will streamline routine tasks, such as order tracking, enabling our service teams to prioritize more meaningful customer interactions and focus on delivering a high-touch, tailored customer experience. We’re excited to continue enhancing our luxury shopping experience and exploring new ways Agentforce can continue to further elevate our service.” – Mike Hite, Chief Technology Officer, Saks Global 
“Every year, OpenTable helps 60,000 restaurants fill 1.7 billion seats. With Agentforce, we are able to automate routine tasks like reservation changes and loyalty point redemptions, freeing up our support team to focus on more complex customer inquiries. Saving just two minutes on a 10-minute call lets our service reps focus on strengthening customer relationships. The seamless integration with Service Cloud gives us a unified view of each diner’s preferences and history, allowing us to deliver personalized, high-quality service. It’s not just about solving problems faster — it’s about creating better, more meaningful interactions with our diners and restaurants. With Agentforce, we can meet growing global demand while maintaining the exceptional service our customers expect.” – George Pokorny, Senior VP of Global Customer Success, OpenTable
“After great early success with Salesforce, we are focused on the next era of AI to transform the future of staffing, consulting, and business services across the 100,000 clients we support on any given day. By harnessing Data Cloud, MuleSoft, and Salesforce’s AI capabilities, including Agentforce, we’re unlocking the full power of our data to accelerate decision-making, boost efficiency, and reimagine how we serve clients.” – Caroline Basyn, Chief Digital & IT Officer, The Adecco Group 
“Agentforce will help ezCater transform the way workplaces order and manage food. With Agentforce, we will be able to effectively streamline everything from last-minute order changes to managing dietary preferences through AI-powered agents. Agentforce will also ensure we can seamlessly transition to human assistance if a more complex issue arises. This blend of AI and human interaction ensures that our customers always have the best experience, no matter what their needs may be.” – Erin DeCesare, CTO, ezCater
“Agentforce isn’t just another AI platform that requires months of customization. At BACA Systems, we saw how it enabled us to launch powerful generative AI experiences in days — no AI engineers needed. For customers with larger admin teams, the impact could be even greater. Unlike other platforms, Agentforce prioritizes data privacy, building on the trust we expect from Salesforce, and these virtual coworkers become invaluable assets. We started our journey with employee-facing use cases where our team members were saving multiple hours a week, and now, with Agentforce, we see even more opportunity to drive efficiencies and better serve our customers.” – Andrew Russo, Salesforce Architect, BACA Systems
“We can’t wait to start utilizing Agentforce to completely reimagine the recruitment and enrollment processes at Unity Environmental University. Instead of traditional forms or even chatbots, our students will soon have the convenience of interacting with an autonomous recruitment agent directly on our website, which will offer personalized support around the college application process.” – Dr. Melik Khoury, President & CEO, Unity Environmental University
“For first-generation college students, the 1:385 coach-to-student ratio makes receiving individualized guidance difficult. By integrating Agentforce into our platform, we are implementing cutting-edge solutions to better support students. Agents empower our coaches to focus on high-touch, personalized experiences — real connection and guidance — while Agentforce manages vital tasks like sharing deadlines and answering common questions at any time day or night.” – Siva Kumari, CEO, College Possible
“Agentforce provides organizations the unique opportunity to transition from incremental gains to exponential ROI with agents by automating customer interactions, improving outcomes, and reducing costs. By integrating data, flows, and user interfaces, it mitigates risk and accelerates time to value. The agentic platform approach enables businesses to harness the full potential of AI, transforming how they engage with customers and setting the stage for exponential growth.” – Rebecca Wettemann, CEO and principal analyst at industry analyst firm Valoir
“Autonomous agents powered by Salesforce’s Agentforce are transforming the customer experience by delivering fast, accurate, and personalized support around the clock. By harnessing advanced AI to make decisions and take action autonomously, businesses can resolve customer issues more quickly and at scale, leading to more meaningful interactions and enhanced customer satisfaction. This innovation empowers companies to redirect their human workforce toward more complex tasks, ultimately driving individual productivity and business growth that scales. Agentforce sets a new standard for consistent, seamless sales, service, marketing, and commerce interactions across multiple channels, reinforcing its role as a leader in customer experience.” – Michael Fauscette, CEO and Chief Analyst, Arion Research LLC
Agentforce Service Agent and Agent Builder are now generally available. Agentforce Service Agent pricing starts at $2 per conversation; standard volume discounts apply.
*Source: 2023 Salesforce Partner Value / AppExchange Customer Success Survey. 2023 survey based on n=1,000 customers across AMER, EMEA, LATAM and APAC.