Salesforce unveils Agentforce 2.0 with enhanced AI agents

Salesforce has launched Agentforce 2.0, described as the first digital labour platform for enterprises, featuring enhancements that allow companies to scale their workforce using custom AI agents.

The latest iteration of Agentforce brings with it a new library of pre-built skills and workflow integrations, autonomous AI agents deployable in Slack, and advancements in agentic reasoning and retrieval augmented generation (RAG). These features are intended to enable teams to perform complex, multi-step tasks with AI-driven accuracy.

Agentforce 2.0 facilitates the rapid creation of custom agents for any department, offering a library boasting new CRM skills geared towards optimising customer experiences, Tableau skills for enhanced analytics and insights, Slack skills for engagement, along with an extensive array of partner-developed skills through the AppExchange.

Chair and CEO of Salesforce, Marc Benioff, commented, "Agentforce 2.0 takes our revolutionary Salesforce digital labour platform to another level, with new reasoning, integration and customisation features that supercharge autonomous agents with unprecedented levels of intelligence, precision and accuracy." He further stated, "The demand for Agentforce has been amazing, no other company comes close to offering this complete AI solution for enterprises. We're seamlessly bringing together AI, data, apps, and automation with humans to reshape how work gets done. Agentforce 2.0 cements our position as the leader in digital labour solutions, allowing any company to build a limitless workforce that can truly transform their business."

The Adecco Group is among the enterprises expressing enthusiasm for Agentforce's potential. Greg Shewmaker, Senior Vice President of Global Operations and AI at The Adecco Group, said, "By centralising data across over 40 systems with Salesforce's Data Cloud and leveraging Agentforce, we're transforming the candidate experience. Agentforce will help prequalify candidates, enhance CVs, and ensure faster job placements." He added that Agentforce's 24/7 operational capacity allows recruiters to focus on fostering meaningful human connections.

Agentforce's new library of skills aims to ease integration challenges. It combines CRM, Slack, Tableau, and additional skills with the capacity to extend functionality to any system via MuleSoft. This addition supports the auto-generation of new agents based on natural language inputs, enhancing both flexibility and operational speed.

Stephanie Sadowski from Accenture highlighted how Agentforce is enhancing productivity within their teams. "Our sales team within Accenture's Salesforce Business Group and Accenture Song are starting to use Agentforce to automate contact and close plan creation, surface insights through enterprise search, and keep teams aligned with dynamic updates," she explained.

Agentforce's ability to function within Slack is a key feature, as it allows organisations to integrate AI-driven solutions within existing communication channels. It supports new Slack Actions in the Agent Builder and utilises Enterprise Search to enhance response relevancy through enriched conversational context.

Highlighting its utility in the recruitment and employment sectors, Anthony Moisant, CIO of Indeed, noted, "By leveraging Agentforce, Indeed can stay focused on its mission to help people find jobs while advancing its goals, including reducing time-to-hire by 50%."

Finnair plans to employ Agentforce to streamline customer service, as Tiina Vesterinen, Vice President, Commerce & CX Solutions at Finnair, stated, "With Agentforce automating a significant share of standard inquiries, our team can focus on more complex issues, ensuring faster and more accurate support."

Velia Carboni, CIO of SharkNinja, expressed how Agentforce will empower customer service operations, saying, "By unifying data and addressing common inquiries, we can streamline agent workloads, enabling them to focus on meaningful, high-impact interactions."

Overall, Agentforce 2.0 aims to transform how businesses operate by integrating a seamless combination of AI and traditional workforce methods, as noted by Salesforce and its customers leveraging the technology to enhance operations and customer engagement.