What is AgentForce?

In short, AgentForce is a low-code, AI-powered platform by Salesforce that enables businesses to create and deploy autonomous digital agents to automate tasks, enhance customer service, and improve overall efficiency.

Salesforce has long been a leader in customer relationship management (CRM), and with the introduction of AgentForce, they've taken a bold leap into the future of AI-powered automation. As the culmination of all of Salesforce's previous AI efforts, including Einstein, AgentForce represents a transformative shift in how businesses can leverage artificial intelligence to automate tasks, improve sales and customer experience, and drive productivity.

AgentForce: The natural evolution of Salesforce AI

The development of AgentForce began as part of Salesforce's ongoing commitment to pushing the boundaries of AI capabilities. Building on the success of products like Einstein Copilot, Salesforce introduced AgentForce at Dreamforce 2024, marking a key milestone in the company’s AI evolution. As Salesforce President and Chief Product Officer, David Schmaier, noted,

“We think that humans and agents working together is the future.”

AgentForce 2.0 is a low-code platform that allows organizations to easily create, deploy, and manage autonomous AI agents for a variety of tasks. These AI agents are designed to seamlessly integrate with Salesforce’s ecosystem, accessing CRM data, external data sources, and industry-specific applications to provide real-time, intelligent solutions. As Marc Benioff, CEO of Salesforce, puts it,

“AgentForce is a game-changer, taking the power of AI and putting it into the hands of every business. By combining autonomous AI agents with Salesforce’s trusted platform, we’re enabling organizations to operate faster, smarter, and more efficiently than ever before.”

AgentForce introduces a new era of generative AI agents that can autonomously handle tasks, provide intelligent customer support, and enable rapid business automation with minimal human input.

What’s truly groundbreaking is the simplicity of creating these AI agents—anyone, from a seasoned developer to a non-technical user, can build, customize, and deploy agents using just natural language.

What makes AgentForce special?

At its core, AgentForce offers something different from traditional AI tools: generative agents that don’t just follow pre-programmed scripts. They understand natural language, analyze contextual data, and autonomously execute actions to solve problems or answer queries.

Powered by Large Language Models (LLMs) and Large Action Models (LAMs), AgentForce doesn’t rely on rigid flows or scripting. Instead, it adapts in real time based on the dynamic nature of customer interactions and internal processes.

As David Schmaier, Chief Product Officer at Salesforce, highlights,

“With AgentForce, we’ve made it easier for businesses to harness the power of AI without the complexity of traditional development. The real-time intelligence and autonomy of these agents will redefine how organizations engage with customers and deliver exceptional service.”

The platform also integrates seamlessly with Salesforce’s suite of tools, including Data Cloud, Apex, and Salesforce Flows, giving companies the flexibility to scale and customize agents based on their specific needs.

What makes AgentForce stand out is its ability to offer real-time problem-solving across a wide range of industries—whether for sales coaching, customer service, or even SDR qualification—all powered by AI agents that require minimal manual setup. This gives businesses a powerful tool to enhance productivity while maintaining high-quality customer experiences.

How can companies benefit from AgentForce?

AgentForce opens up new possibilities for businesses, allowing them to dramatically increase efficiency and enhance customer interactions. As Adam Seligman, EVP of AI at Salesforce, puts it, 

“It’s about creating a seamless, integrated experience where intelligent agents can handle the routine, and humans can focus on what truly matters: building relationships and driving growth.”

Here are just a few ways companies can leverage AgentForce to their advantage:

Automation at scale: Whether it's qualifying sales leads, onboarding new staff, or answering customer inquiries, AgentForce agents can handle routine, repetitive tasks, freeing up human employees to focus on more complex, value-driven work.

Enhanced customer experience: Agents are designed to handle customer queries autonomously, providing instant responses to common issues like password resets or order status inquiries. In the event of a more complex issue, they can seamlessly escalate to human agents without breaking the flow of the conversation.

Increased productivity: Companies no longer need to rely on human agents for every task. With assistive and autonomous agents available, employees can focus their time and energy on areas that require more attention, driving overall business performance.

Lower barriers to AI adoption: The low-code nature of AgentForce means that businesses don’t need to rely solely on expensive consultants or developers to get started with AI. Even those without a deep technical background can easily create and deploy agents, making AI accessible to businesses of all sizes.

Kameleon Solutions: Your partner in AI-based digital transformation

Our Kameleon team is one of the most successful and awarded Salesforce partners in this part of Europe and offers consulting and implementation services for Salesforce AI, AgentForce, and AI-driven digital transformation.

With clients worldwide already leveraging AgentForce to automate tasks, elevate customer service, and achieve remarkable business results, we bring proven expertise to the table. Additionally, we practice what we preach - utilizing AgentForce’s advanced capabilities in-house through VitoForce, our AI-powered digital agent, to enhance our own client services.

Have questions about integrating artificial intelligence into your business? We’re here to help—get in touch with us via our Contact page!

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* As regional leaders in the industry, we believe it's also our mission to educate you on all the opportunities AI can bring. That's why we’ll keep you regularly updated on the latest advancements in AI and Salesforce. The full release of AgentForce 2.0 is coming in February 2025, and we will continue to share valuable tips and insights to help you make the most of this groundbreaking technology. Stay tuned for the latest news and blog posts as we explore how AgentForce can elevate your business in the digital age.