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
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-of-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.
Why this Matters:
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
What’s New:
The following solutions are now generally available to all
customers:
- Agentforce Service Agent — Now available, Agentforce
Service Agent is a customer-facing autonomous AI agent that helps
customers deliver self-service with accurate, always-on support
across any channel — like voice, WhatsApp, Facebook Messenger, and
websites. Agentforce Service Agent can be set up in minutes with
pre-built topics and actions for key service use cases, such as
case management, reservation management, order inquiries, account
management, delivery issues, and general FAQs. Escalations and
hand-offs to human reps are seamless, with the full context of
interactions instantly shared in the support representative's
service console. For example, a rep wraps up their morning global
support call, and before they can even grab a cup of coffee, a team
of AI agents has automatically helped hundreds or even thousands of
customers simultaneously, ranging from troubleshooting an issue
with personalized advice to automatically scheduling field service
appointments.
- Agent Builder — Also now available, Agent Builder makes
the set-up and activation of an agent simple. Agent Builder enables
users to customize out-of-the-box agents or build new agents for
any role, any industry, or any use case. Using low code, or no
code, Agent Builder brings in structured and unstructured data from
Data Cloud and uses existing tools like Flows, Prompts, Apex, and
MuleSoft APIs to configure an agent. Starting with the Agent
Wizard, users are guided in the selection and setup of the agent.
Next, users can create a job to be done for their agent by defining
topics, writing natural language instructions within that topic,
and creating a library of actions for it to choose from. Users can
also easily observe an agent’s plan of action and test its
responses in Agent Builder.
Go deeper:
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:
- Data Cloud — Data Cloud and the Zero Copy Partner
Network allow organizations to harmonize all their enterprise data
— both structured and unstructured — no matter where it resides.
Data Cloud connects, unifies, and harmonizes customer data and
metadata, giving agents access to the exact information they need
to deliver precise, contextual responses. Data Cloud makes
structured and unstructured data – including emails, transcripts,
and PDFs – easily digestible by large language models (LLMs). Now,
with new Data Cloud retrieval augmented generation (RAG)
functionality, users can also upload files and URLs as data sources
for their agent. Data Cloud provides the vital customer data that
grounds Agentforce, making agents more contextually aware,
knowledgeable, and adaptable to customer needs. For example, when a
frustrated customer contacts Agentforce, Data Cloud’s built-in RAG
capabilities add real-time insights and context from past emails,
support tickets, product photos, voicemails, and other sources as
defined by governance policies to help the agent better understand
the customer’s perspective. Data Cloud’s hybrid search then
identifies the right knowledge article based on customer context to
help agents resolve the issue accurately. As customer requests
evolve, Data Cloud enables the agent to determine the next best
steps, like automating follow-up emails.
- Atlas Reasoning Engine — The Atlas Reasoning Engine, the
brain inside Agentforce, autonomously analyzes data, makes
decisions, and completes tasks, providing reliable and accurate
results. This is what allows Agentforce to act, not just assist.
Agentforce doesn’t depend on human prompts or struggle with
complex, multistep tasks like now-outdated chatbots and copilots.
Atlas is built on a proprietary system designed to simulate how
humans think and plan. It starts by evaluating user queries and
refining them for clarity and relevance. Then, it retrieves the
most relevant data and builds a plan for execution. The process
then refines the plan further, ensuring it’s accurate, relevant,
and grounded in trusted data. Created by the Salesforce AI Research
team, the Atlas Project initially involved a select set of
customers but grew considerably after research showed the results
Agentforce could deliver were twice as relevant and 33% more
accurate than other available solutions. Salesforce AI Research
continues to push what's possible in the agentic AI space,
incubating with strategic customers and bringing innovation to the
edge of the roadmap.
- Trust & Security Built-in — The Einstein Trust Layer
protects customer data through robust security features and
guardrails like zero data retention, toxicity detection, secure
data retrieval, and dynamic grounding — improving the safety and
accuracy of outputs while ensuring the responsible use of AI agents
across the Salesforce ecosystem. For example, the Audit Trail
feature empowers customers with the necessary data to track AI
agent actions and outputs, ensuring AI usage complies with their
organization’s security, privacy, regulatory, and AI governance
policies. Additionally, Salesforce has released a new set of
principles and ethical controls, known as trust patterns, to
enhance the reliability of the AI agents and ensure a seamless
partnership between humans and AI. These patterns include
hallucination reduction with topic classification, opt-out
functionality, and design decisions to ensure proper human
oversight.
- Customer 360 — Agentforce is deeply integrated with
Salesforce Customer 360, leveraging the full power of applications
like sales, service, marketing, and commerce. It provides a
complete view of the customer, enabling seamless hand-offs to human
agents with the full conversation history.
- MuleSoft capabilities — MuleSoft is an industry-leading
integration, automation, and API management platform, managing 205
billion integration flow monthly executions and 331 billion
automation flow monthly executions. MuleSoft can extend Agentforce
capabilities by enabling Salesforce developers and admins to
leverage their APIs and bring in third-party data.
- Salesforce Flow capabilities — Customers have been
building workflow automations in Flow Builder since 2019, with an
estimated 4 trillion flows built annually and 5.6 billion hours
saved, according to Salesforce research. Agentforce can take action
by invoking any existing process flow created in Flow Builder, such
as elevating a priority of a customer case ticket.
- Slack — Slack empowers every employee with agentic
skills in the flow of work, making it the best place to deploy
Agentforce for employee-facing use cases. Users can build and
customize employee agents, tap into better context with more
relevance, and work side-by-side with agents right where work is
already happening in Slack.
Agentforce Industry Examples:
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:
- Communications — A billing resolution agent
provides faster customer support around billing inquiries and
resolves issues faster to boost team productivity and improve
customer experiences. For example, if a customer submits a
complaint or question about a specific charge on their account, the
agent can analyze past monthly bills, identify the issue, and
validate dispute requests to arrive at a solution based on business
rules.
- Education — A recruitment services agent provides
immediate, personalized assistance to prospective students, 24/7.
Instead of receiving repetitive or reactive responses from a
chatbot or having to wait for support from staff, prospective
students will get the tailored information they need in real time.
The agent will be able to engage in a dynamic conversation and
answer multiple questions on financial aid, specific majors, and
other topics while providing helpful recommendations for
students.
- Banking — A banking service agent provides faster
responses to customer service inquiries and automates complex
manual tasks like facilitating transaction disputes. For example,
the agent can autonomously retrieve recent transactions from an
account, coordinate with customers to identify unauthorized
charges, notify merchants of disputed charges, and issue
provisional credits to customers — all before a human agent needs
to intervene.
- Insurance — An insurance service agent helps
insurance brokerages automate time-intensive processes, such as
plan year renewals, and identify potential retention risks. For
example, the agent can proactively analyze client data, detect gaps
in client coverage, and create action plans with recommendations
for potential plan adjustments or additional coverage options to
fill the gaps.
- Healthcare — A patient services agent answers
inquiries and helps schedule the best physician for a given patient
based on their needs. For example, the agent will be able to review
coverage benefits, generate medical history summaries, and approve
care requests.
- Life Sciences — A medical sales agent proactively
manages inventory and generates contracts with hospital systems.
For example, the agent will be able to curate promotional content
based on clinical studies and an HCP’s specialty.
- Manufacturing — A proactive maintenance agent
monitors the vast amount of data being generated by connected
assets — including machinery, industrial equipment and vehicles,
appliances, and devices — in real time. For example, the agent will
be able to identify declining performance or potential failures,
proactively alert customers to the issue, and help them set up a
service appointment. It will also be able to provide detailed
summaries so customer service representatives and technicians can
quickly understand case history to better serve customers.
- Public Sector — A DMV help agent helps answer
questions about registration, licenses, and appointments. For
example, the agent will be able to help provide guidance to someone
selling their vehicle to ensure everything is properly reported to
the state.
- Media — An advertising proposal agent helps
advertising sales teams respond faster to campaign briefs and
requests for proposals (RFPs). For example, the agent will be able
to suggest the right combination of ad products, target audience,
and placement details that fit the campaign's needs and KPIs, and
help kickstart a comprehensive media plan on behalf of an ad sales
team.
- Retail — A personal shopper agent acts as a
digital concierge for online shoppers, using generative AI to
provide personalized assistance on ecommerce sites, chat, or
messaging apps like WhatsApp. Unlike basic chatbots that are
limited to answering predefined questions, it taps into a
retailer’s catalog and product data, learning from shoppers’
behavior and preferences. This allows shoppers to use natural
language search, get conversational responses, and quickly add
items to their cart for instant checkout.
Customer & Analyst Quotes
“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
Additional Agentforce Resources:
- Try Agentforce for Free with Foundations — Customers can
now try Agentforce for free with Salesforce Foundations, a $0
add-on for Enterprise Edition and higher. Announced last month,
Foundations helps businesses prepare to get ready for AI by
extending their CRM capabilities with additional key features from
sales, service, marketing, commerce, and Data Cloud. Foundations
now includes credits to power the first 1,000 conversations with
Agentforce Service Agent, allowing companies to try its
capabilities before buying.
- Agentblazer Community — The new Agentblazer Community
makes it easy for professionals in any line of business or industry
to learn about AI agents, get hands-on with Agentforce technology,
connect with Salesforce product experts and community members, grow
their careers, and shape the future of their organizations.
- Salesforce Accelerator — Agents for Impact — Agents for
Impact is a new accelerator designed to help nonprofits harness
Agentforce. Agents for Impact will provide technology, funding, and
expertise to help nonprofits build and customize AI agents,
enabling them to improve operational efficiency and scale community
impact in the AI-driven future.
- Access to experts on demand: Salesforce Professional
Services is a team of over 10,000 Salesforce consultants and
architects built to help customers strategize, implement, and
innovate on Salesforce; more than 95% of Salesforce Professional
Services customers have reported innovating faster on Salesforce.
Agentforce Activator, now available through both Salesforce
Professional Services and certified partners, connects customers
with Agentforce experts who can quickly build and deploy agents
tailored with actions, data, and guardrails aligned with business
goals and values.
- Get more done, faster: The Agentforce Partner Network
empowers enterprises to customize out-of-the-box AI agents, build
new ones, or deploy partner-built agents for specific industries
and functions via Salesforce AppExchange. Leading Global Systems
Integrators (GSIs) like Accenture, Deloitte, IBM, PwC, and Slalom
are available to help accelerate adoption; customers on average
report a 31% faster rollout of emerging tech after working with a
consulting partner.* Systems Integrators (SIs) are also using their
domain expertise to help customers define, deploy, and build AI
agents. For example, NeuraFlash, a leading Salesforce
implementation partner, collaborated with a large smart home
security and automation provider to meet customers where they are
by streamlining troubleshooting, accelerating response times, and
significantly reducing the need for human intervention in support
cases.
How Customers Get Agentforce
Agentforce Service Agent and Agent Builder are now generally
available. Agentforce Service Agent pricing starts at $2 per
conversation; standard volume discounts apply.
Get Started
- Realize the value of Agentforce sooner by working with the
experts from Salesforce Professional Services and certified
partners through Agentforce Activator.
- Build Your First Agent with the #BuiltWithAgentforce Quest. The
first 1,000 Trailblazers to complete the Quest are eligible to
receive an exclusive Agentforce T-shirt.
Resources
- Explore Agentforce
- Join the Agentblazer Community
- Learn more about Service Agents
- Estimate your ROI with Agentforce
- Learn more about Agentforce pricing
- Explore Agentforce use cases
- Learn how Agentforce works
- Read more about how AI is transforming our lives
- Get more insights on AI agent trends
- Read how Agentforce is inventing the future of agents
- Explore Salesforce’s trust and ethical use principles
*Source: 2023 Salesforce Partner Value / AppExchange Customer
Success Survey. 2023 survey based on n=1,000 customers across AMER,
EMEA, LATAM and APAC.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20241029035498/en/
Hayley Advokat hadvokat@salesforce.com
Salesforce (NYSE:CRM)
過去 株価チャート
から 11 2024 まで 12 2024
Salesforce (NYSE:CRM)
過去 株価チャート
から 12 2023 まで 12 2024