Salesforce has announced Agentforce 2.0, the latest iteration of its AI-powered digital labour platform designed for enterprise clients and to streamline its internal operations. The company claimed that the platform has significantly reduced the reliance on human employees for routine tasks while maintaining efficiency and precision in customer service. According to Benioff, Salesforce now requires half the number of human employees to address simple customer queries, with digital agents handling these tasks autonomously. This operational shift, he noted, allows the company to redeploy resources towards more strategic roles while continuing to expand its sales workforce.
Agentforce agents are designed to perform specific tasks autonomously by drawing on trusted business data. Within Salesforce, these agents provide proactive support for internal teams, resolving repetitive tasks without human intervention. For example, service agents manage customer inquiries around the clock, autonomously resolving cases grounded in business data. Similarly, sales development representatives (SDRs) autonomously schedule meetings, respond to product queries and prepare sales teams for client engagements.
Agentforce 2.0 incorporates tools that enable Salesforce to automate complex internal workflows. The platform’s enhanced Agent Builder uses natural language processing to create new agents tailored to specific operational requirements. For example, a team can input a simple command such as “onboard new sales representatives” and the system generates an agent that combines pre-built skills with custom logic.
“We’re seamlessly bringing together AI, data, apps, and automation with humans to reshape how work gets done,” said Benioff. “Agentforce 2.0 cements our position as the leader in digital labour solutions, allowing any company to build a limitless workforce that can truly transform their business.”
Salesforce has also integrated MuleSoft into the platform to streamline internal processes. MuleSoft’s low-code workflows allow teams to connect multiple internal systems, ensuring agents can operate across the organisation’s diverse digital infrastructure. The new API Catalog further enables Salesforce to manage and reuse APIs efficiently, transforming them into Agentforce skills to automate recurring tasks.
The integration of Tableau into Agentforce adds analytics capabilities to Salesforce’s internal workflows. This functionality provides teams with real-time insights into agent performance and deeper data visualisations, improving decision-making across departments. Slack integration allows agents to summarise project updates or automate communications between teams, further reducing manual intervention.
Benioff stated that digital labour solutions like Agentforce are pivotal in transforming how businesses operate. At Salesforce, the deployment of AI agents has not only streamlined repetitive tasks but also freed up human resources for growth initiatives, such as expanding the sales team by over 10%.
While Salesforce has leveraged these tools for internal gains, Benioff indicated that the broader potential of Agentforce extends beyond the organisation. Plans include a “robot force partner programme,” which could integrate digital agents with physical robots to automate tasks in industries such as hospitality.
Agentforce 2.0 will become generally available in February 2025, though some features are being introduced earlier. Salesforce has reported over 1,000 paid deals for the platform, indicating its growing adoption among businesses exploring automation solutions.
Agentforce 2.0 competes in enterprise AI solutions market
As Salesforce introduces Agentforce 2.0 to the market, it faces stiff competition from other enterprise AI platforms offering automation and workflow optimisation tools.
Microsoft’s Copilot integrates into Microsoft’s productivity tools, such as Word, Excel, and Dynamics 365. The solution focuses on assisting with tasks and improving workflows to enhance user productivity.
Meta Platforms’ AI Studio enables enterprises to build custom AI agents designed to meet specific operational requirements. By entering the market with this offering, the Facebook owner strengthens its presence in the domain of AI-driven enterprise tools.
Alphabet’s Gemini 2.0, developed by Google’s parent company, delivers agentic capabilities for various applications. This positions it as a significant competitor in the market for AI-driven business solutions.
Read more: Google launches Gemini 2.0 with multimodal output and advanced AI tools
