Agentforce 360: Salesforce’s agentic AI on steroids (and companion to humans)

Used in everyday life and dedicated to purely personal uses, AI seems almost “magical” due to the astonishing ease with which it is able to put results on the table. However, this technology usually runs into more problems when it is embedded in the structure of organizations, whose projects are often trapped in the pilot phase (as if this were a kind of purgatory). AND Salesforce is precisely trying to respond to these problems with Agentforce 360, a new-generation platform that was presented to society this Tuesday by Marc Benioff, CEO of the American technology company, at Dreamforce.the great annual event of the CRM giant (ultimately becoming an AI giant).

Agentforce 360 ​​embodies Salesforce’s vision of the so-called agentic enterprise, an enterprise where AI agents, real employees, apps, and data are synchronized and work together in harmony without any friction coming to the surface.. With Agentforce 360 ​​at their side, organizations are in a position to embrace agentic AI (which is, in the Salesforce CEO’s view, the next big technological revolution) in a way that is as fast as it is incredibly simple and scalable, Benioff emphasized. «Agility in its implementation is without a doubt one of the great strengths of Agentforce 360 ​​and also the basis of a much deeper transformation»he added. «With Agentforce 360 ​​we can serve more clients and also offer them a better experience. “We gained a lot from an efficiency point of view,” added the Salesforce CEO.

Boosted by the efficiency housed in its entrails, Agentforce 360, which is already used by 12,000 Salesforce users, is a platform that allows companies to boost their productivity and also provide more depth to their customer service.something that seems absolutely vital when real employees are often overwhelmed and perhaps cannot give the customer the attention they want and need, Benioff said.

Agentforce 360 ​​inaugurates new dynamics at an organizational level within companies (and does not overshadow flesh and blood humans, but rather elevates them)

In Benioff’s opinion, Agentforce 360 ​​inaugurates new roles within companies (without at any time overshadowing the flesh and blood workers who, not in vain, are elevated) and It also opens the door to new dynamics at the organizational levelas AI agents act as advisors to those who are real advisors and not only provide information, but also actively solve a vast myriad of problems. “I have never been so excited about something in my entire career,” confessed an elated Benioff who does not seem to be daunted by the idea that AI could eventually put traditional software companies like his own in trouble (as some experts point out). “Agentforce 360 ​​is a kind of layer aimed at cooperative intelligence that greatly enriches customer interactions,” he said.

The future within organizations largely depends, according to Benioff, on the happy amalgamation of digital and human expertise. The model proposed by Agentforce 360 ​​implies, after all, the symbiosis of digital advisors and human advisors who work hand in hand to tirelessly provide customer support in a 100% personalized way without any “lead” being lost along the way (since Salesforce integrated this platform into its domains, more than 60 million dollars have been unlocked in terms of potential business that once remained in limbo).

Despite the sensational advances that the new Salesforce platform brings with it, Agentforce 360 ​​inevitably raises the question of whether human beings are perhaps destined to see their relevance within organizations irreversibly diminished to the benefit of ubiquitous AI agents. Benioff wanted, however, to scare away such ghosts by highlighting that The most important part of the transformation proposed by Salesforce is the people. “The most important thing is the people, our work teams and of course also our clients,” he stressed.

Benioff also wanted to emphasize that Agentic AI is much more than a productivity-oriented tool and is an absolutely overwhelming force with the ability to democratize opportunities within companies Thanks to agents that act autonomously in the workflows of organizations, they automate tasks and encourage decision-making in real time.

In his massive “keynote” at Dreamforce Benioff was accompanied on stage by other colleagues and also by representatives of five companies that have already had the opportunity to put into practice all the new features of Agentforce 360which enables the interconnection of AI agents, real employees, data and apps to provide maximum value to the customer. And, in Benioff’s words, when it comes to demonstrating the power housed in the bowels of Agentforce 360, it is best to let clients talk about the practical applications of this platform.

Williams-Sonoma, Pandora, PepsiCo, FedEx and Dell Technologies: Five Examples of Practical Applications of Agentforce 360

One of the practical cases presented during the keynote was that of the American company specialized in kitchen items and home decoration Williams-Sonomawhich with the invaluable help of Agent Builderone of the new functions of Agentforce 360 ​​(with which the creation of agents is as simple as working on a text document), integrated into its website “AI Sous Chef”, an assistant that suggests the user with recipes and the necessary kitchenware to put such recipes into practice. The suggestions provided by “AI Sous Chef” are also in no way generic and anchor the interactions and purchases previously made by the customer.

Another successful “case study” dissected by Salesforce in the inaugural Salesforce presentation was that of the famous Danish jewelry firm Pandora.which with the support of Agentforce 360 ​​launched a personal shopping assistant named “Gemma” that provides customer support both through queries formulated in both text and voice formats. Relying on Agentforce 360, Pandora is proud to have been able concentrate all customer touchpoints in a single place.

The third success story presented by Salesforce was carried out by PepsiCo, whose success story was used by the company led by Marc Benioff to highlight the functions of Agentforce 360 ​​aimed specifically at sales (Agentforce Sales) by creating an agent (“Team PepsiCo Agent”) capable of tracking leads and eventually converting those “leads” into customers through chat conversations and emails that, being deeply personalized, sound incredibly genuine. The goal? Do not waste any “lead” due to lack of resources. “With Agentforce 360, our goal is for all our employees to have a sales- and growth-oriented mindset,” highlighted Athina Kanioura, Chief Strategy & Transformation Officer at PepsiCo.

FedEx, for its part, starred in the fourth success story presented by Salesforce in the inaugural Dreamforce 2025 keynote. The American logistics titan used Agentforce 360 ​​to create an agent, “Sales Agent FedEx,” that treats the user to responses that are as fast as they are incredibly accurate. Furthermore, and thanks to the intelligent context integrated into the Data 360 function of Agentforce 360, “Sales Agent FedEx” is able to draw not only on structured data but also on unstructured data (those hosted in PDF documents, for example).

The round of success stories presented this year by Salesforce at the inaugural Dreamforce conference was completed by the American technology multinational Dell Technologieswhose “case study” was used in this case to put the spotlight on the usefulness of Agentforce 360 ​​applied to the supply chain and how this platform manages to execute tasks that would normally involve several months of work in just a few minutes. To move forward with this complex transformation process, it is crucial, however, that companies fully understand how large processes work internally and then focus on simplifying and standardizing such processes with the support of agentic AI, said Michael Dell, president and CEO of Dell Technologies.

After a brief exchange of words with Julie Sweet, CEO of Accenture (also a client, of course, Salesforce), to highlight the need (absolutely urgent) for companies to have the courage to reinvent everything in the new era of agentic AIBenioff concluded his keynote by emphasizing that the company he leads had remodeled its pricing model so that this model, now permeated with greater customization, was in tune with the new flexibility inaugurated by Agentforce 360 ​​(and perhaps thus preventing price from being a problem when it comes to retaining existing clients and attracting those who are not yet clients).