AI agents, humans, apps and data dancing in unison: this is Agentforce 360 ​​from Salesforce

On the eve of Dreamforce, Salesforce’s big annual event, the American multinational has raised the curtain on Agentforce 360a new platform that aims to facilitate the metamorphosis of organizations into agentic companies where AI agents, real employees, apps and data are synchronized and can work together without any type of friction.

Agentforce 360which is the evolution of Agentforce, the AI ​​agent platform launched about a year ago by Salesforce, hatches to solve an absolutely crucial problem that many companies run into when embracing artificial intelligence: the inability to move beyond the pilot phase in their AI projects.

Using Agentforce 360, which is now available worldwide and will also introduce innovations in pilot and beta phases in the coming months, companies can develop and then deploy AI agents that are firmly anchored in their needs as organizations and that, armed with deterministic reasoning, always have a specific context based on which to act.

Agentforce 360 ​​solves the vast myriad of problems businesses face when embracing AI

Until now, many companies have been stuck in their approach to AI in what Salesforce calls “pilot phase purgatory.” And the origin of that purgatory is that Many of the AI ​​tools developed within companies are disconnected from the core of their business, are often orphaned from context and do not adequately comply with governance and trust requirements. that must necessarily prevail within organizations.

Agentforce 360 ​​is, according to Salesforce, the answer to the problems that companies usually carry on their shoulders when embracing AI. And built on a thick layer of trust, this tool guarantees that AI does not remain trapped in silos within companies and that, being an integral part of the organizations’ business ecosystem, it can bring to the table consistent, accurate results rooted in governance criteria.

The goal of Agentforce 360a platform built on over 12,000 hands-on Agentforce deployments at companies like Reddit, Adecco, OpenTable, Engine, and 1-800Accountant, is to lay the foundations of the so-called agentic companya company that empowers employees and amplifies their capabilities rather than replacing them. In the agentic company proposed by Salesforce, no lead is left behind due to lack of resources, customer service never closes, IT-related queries are resolved in just a few seconds, engineering moves practically at the speed of light, workers are more productive and valuable, and the customer experience is as optimal as possible. The result of this approach is companies anointed with higher growth, rising profit margins, deeper customer relationships, and a new work model that elevates real employees and allows them to not only do more but also have more impact.

Agentforce 360, a platform with which Salesforce wants to go beyond CRM, prides itself on housing in its core the four ingredients that are presupposed for every agentic company:

• Plataforma Agentforce 360which now features a new conversation generator, hybrid reasoning for greater control and precision, and voice capabilities.
• Data 360which unifies all structured and unstructured data of companies as well as metadata. The so-called “Context Index” of Data 360 ensures that AI agents are deeply rooted not only in structured data but also in unstructured and yet ubiquitous data in the business universe such as PDFs, data tables, images and flowcharts.
• Customer 360 Appswhich replicates companies’ business logic and workflows through AI agents that deeply understand each customer and each process from within.
• Slackwhich evolves to become an agentic operating system that connects humans, agents, apps and data in a single place.

Particularly relevant in the new agentic enterprise model proposed by Salesforce is Slack, which mutates into a sort of central “hub” of the new way of working born in the heat of the innovations of the CRM company. From now on it will be an agentic operating system and, as such, it will become the main interface where employees will interact with their real colleagues, with AI agents and with data.

As an interface to Salesforce in general and Agentforce in particular, Slackwhich ultimately aspires to ubiquity, will be integrated into the main products of the CRM giant replacing traditional “feeds” like Chatter.

«We are entering the era of the agentic enterprise where AI elevates human potential like never before»emphasizes Marc Benioff, president and CEO of Salesforce. “Agentforce 360 ​​connects people, agents and data on a trusted platform, helping every employee and every company achieve more than they ever thought possible.”

The news presented by Agenforce 360

The main features that Agentforce 360 ​​brings under its arm are the following:

• Agentforce Builder

With Agentforce Builder, which will hatch in beta in November, Teams can build, test, and then refine AI agents in a single conversational workspace (regardless of whether the person behind it is a developer or a creator who supports natural language). Agentforce Builder allows the development of agents in a similar way to creating a document and from a shared metadata model. Additionally, with this tool, developers can easily simulate user interactions, validate logic in context, and debug issues instantly. The launch of Agentforce Builder comes in parallel with the launch of Agentforce Vibes, a new platform that enables developers to automate complex development work across the DevOps process and lifecycle.

• Agentforce Voice

This feature allows businesses to generate natural, human-like conversations that exceptionally accurately capture the tone and personality of the brand behind them.s with the ultimate goal of having agents not only respond but also solve problems. Taking into account that 80% of consultations begin by phone, Agentforce Voice, which will be available starting October 21, transforms each call into a dynamic conversation in real time. This functionality was developed based on a pioneering Salesforce framework called eVerse and was rigorously tested in thousands of real-world scenarios to ensure reliable performance.

• Hybrid Reasoning and Agent Script

Business workflows need to rely simultaneously on precision and flexibility. And although most of the great language models do a good job of interpreting human language, there are many tasks that are necessarily at the mercy of steps as strict as they are sequential. Agent Script is born precisely from this need, which is committed to hybrid reasoning in Atlas Reasoning Engine (now compatible not only with OpenAI and Anthropic but also with Google Gemini) to seek the balance between the creativity of AI and the rigor of the prevailing workflows in business. Using the Agent Script feature, which will be available next November, companies can define the behavior of AI agents based on a new language whose expression is readable by humans, that allows conditional logic and the precise use of tools and also activates guided and deterministic controls to undertake even the most complex tasks with confidence.

• Agentforce Vibes

This function extends the “low-code” development to AIallowing creators to develop applications based on enterprise data and governance.

• Observability

With new dashboards, teams can monitor the reasoning, accuracy and compliance of tasks performed by agents, improving reliability over time.

Agentforce 360 ​​is also supported by an open ecosystem of different partners which allows Salesforce technology to be embedded in all industries through specific solutions and services.

With Agentforce, Salesforce applications now incorporate conversational agents that act directly in business workflows to boost productivity and efficiency.

• Agentforce Sales: automates prospecting, qualifying and budgeting by proposing best next actions.
• Agentforce Marketing: Create and launch campaigns, customer journeys and assets autonomously.
• Agentforce Service: Powers Command Center for Service to deliver proactive, always-on support.
• Agentforce Field Service: automates scheduling, integrates live maps through Esri, and enables hands-free data capture with Voice to Form.
• Agentforce Revenue Management: Drive predictable growth with AI agents that empower sales, operations, and billing teams with budgeting, billing, and consumption management.
• Agentforce Commerce: helps increase shopper conversion and cart size with conversational, guided shopping and checkout experiences.
• Agentforce IT Service: helps reduce IT costs and increase employee productivity by ending the era of portals and tickets and deploying specialized AI agents to deliver 24/7 conversational solutions everywhere employees work, including Slack.
• Agentforce 360 for industries: delivers faster time to value for all industries with new pre-integrated, industry-specific solutions such as Agentforce Life Sciences, Agentforce Public Sector and Agentforce Manufacturing.

With its latest innovations, Salesforce aims to ensure that the future of business software does not rely on individual AI tools but rather relies on a unified and trusted platform that encourages a new agentic way of doing business. Salesforce thus returns in some way to its origins, when back in 1999 it was proposed that automation would be as easy as buying a book on Amazon. Now he wants to apply the same principle to agentic AI. And its objective is, therefore, that Agentic AI, often cumbersome, is as simple for companies as buying a book.