Salesforce Inc. Today announced the general availability of Agent forceits suite of tools for creating autonomous artificial intelligence agents to augment the work of employees in companies around the world.

Agentforce lets businesses create and customize AI agentswhich can connect to all company data and take actions on behalf of employees across sales, service, marketing and commerce. Agents on the platform do not rely on human engagement and can act based on changes in data and business logic. or predefined automations following a new trend known as Agentic AI.

“The agent revolution is real and as exciting as the cloud revolution was, the social revolution, the mobile revolution,” said Marc Benioff, founder and CEO of Salesforce. “This will bring a level of transformation that we have never seen. »

The company said it is offering the platform today so companies don’t need to “tinker with their AI,” meaning many companies have been tinker together solutions from various tools. To this end, Agentforce is an all-in-one solution designed to bring it all together and deliver functional, ready-to-use agents that are easy to customize with English prompts and deploy with low-code or no-code tools.

Adam Evans, senior vice president of product for the Salesforce AI platform, said many companies building AI co-pilots face the same problem when trying to get a good ROI on their applications.

“Creating software and agents is not their core business,” Evans said. “If you ask our customers, do they want to build a car? Take all the parts and build a car or do they want to take a Waymo and solve their problem? Starting today, they no longer need to take this DIY approach to AI.

Agents launched by users from Agentforce have access to Salesforce’s application partner ecosystem, providing them with many of what the company calls “skills” or tool capabilities.

Adam compared adding interfaces and application programming capabilities to agents to the first “The Matrix” movie where characters could simply upload new skills, such as the ability to pilot a helicopter. Through the Salesforce App Exchange, third-party software-as-a-service providers and businesses can empower users with agents using their platforms as tools. This could be as simple as additional access to external data or services.

For example, an agent could add an external weather service to retrieve real-time data to personalize emails or text messages to customers. Another might connect to Google Calendar to pull up an employee’s upcoming schedule to help them organize their time between meetings or prepare a summary at the start of the week of what to expect.

The company also announced the Agentforce AI Partner Networkwhich provides businesses with what they need to add these capabilities and functions from their platforms or deploy partner-built agents for industry-specific roles. Leading global systems integrators including Accenture plc, Capgemini SE, Deloitte Touche Tohmatsu Ltd., IBM Corp. and PricewaterhouseCoopers LLP, have also partnered with Salesforce to help enterprise customers build and deploy AI agents.

Salesforce launched Agentforce in early access last month and several customers have already seen the benefits of the platform, the company said. Wiley, an educational resources publisher, said it saw a 40% increase in self-service and case resolution efficiency compared to its previous chatbot. According to the company, the platform is more capable of handling routine requests than a rigid query-response bot, allowing human agents to focus on more complex cases.

BACA Systems, a maker of robotic systems for stone manufacturing, said it started with employee-facing agents who earned several hours per week.

“Agentforce is not just another AI platform that requires months of customization,” said Andrew Russo, Salesforce architect at BACA Systems. “At BACA Systems, we saw how this allowed us to launch powerful generative AI experiments in days – no AI engineer needed. For customers with larger administrative teams, the impact could be even greater.

Now that Agentforce is generally available, Salesforce customers can try the platform’s tools for free with Salesforce Foundations, a free add-on for Enterprise Edition and later. To support AI agents, Foundations now includes credits for the first 1,000 conversations with Agentforce Service Agent so businesses can try the platform before buying.

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