Salesforce introduces Agentforce 2.0 for building a limitless workforce

Salesforce has announced Agentforce 2.0, the newest version of Agentforce, the first digital labor platform for enterprises and a complete AI system for augmenting teams with trusted, autonomous AI agents in the flow of work. This release introduces a new library of pre-built skills and workflow integrations for rapid customization, the ability to deploy Agentforce in Slack, and advancements in agentic reasoning and retrieval augmented generation (RAG). These advances will enable companies to scale their workforce with customized agents capable of handling complex, multi-step tasks with even more precision and accuracy.

Every team has more work to do than resources available, leading to poorer customer interactions and lengthy backlogs. Organizations are turning to AI to help, but have a low tolerance for inadequate solutions that provide generic responses. Existing solutions such as copilots struggle to provide accurate, trusted responses to complex requests, such as personalized guidance on a job application and cannot take action on their own, like nurturing a lead with product recommendations. Organizations need a new type of platform designed to supply digital labor in the form of autonomous AI agents that can reason over data and tap into workflows to take action on behalf of overwhelmed teams.

“Agentforce 2.0 takes our revolutionary Salesforce digital labor platform to another level, with new reasoning, integration and customization features that supercharge autonomous agents with unprecedented levels of intelligence, precision and accuracy,” said Marc Benioff, Chair and CEO, Salesforce. “The demand for Agentforce has been amazing — no other company comes close to offering this complete AI solution for enterprises. We’re seamlessly bringing together AI, data, apps, and automation with humans to reshape how work gets done. Agentforce 2.0 cements our position as the leader in digital labor solutions, allowing any company to build a limitless workforce that can truly transform their business.”

"At the Adecco Group, we are committed to creating meaningful connections between candidates and opportunities. By centralizing data across over 40 systems with Salesforce's Data Cloud and leveraging Agentforce, we’re transforming the candidate experience. Agentforce will help prequalify candidates, enhance CVs, and ensure faster job placements. Agentforce agents also operate 24/7, freeing recruiters to focus on meaningful connections while delivering speed and personalization at scale," says Greg Shewmaker, Senior Vice President of Global Operations and AI, The Adecco Group.

Time and integration challenges make it difficult to build customized agents for individual business teams or departments. Agentforce 2.0 eliminates these barriers with a new library of pre-built agent skills ‌ — ‌ tasks Agentforce can perform ‌ — ‌ spanning CRM, Slack, Tableau, and partner-developed skills on the AppExchange. This latest release empowers customers to extend Agentforce to any system or workflow using MuleSoft. It also features an enhanced Agent Builder capable of interpreting natural language instructions, such as 'Onboard New Product Managers,' to auto-generate new agents.

These agents seamlessly combine pre-made skills with custom logic built in Salesforce, offering unparalleled flexibility and speed -

·       New CRM Skills for Agent-First Customer Experiences: New skills for sales teams such as Sales Development and Sales Coaching enable the creation of autonomous AI agents that can nurture leads based on your rules of engagement, as well as agents that can join your prospecting calls and provide instant feedback on interactions with customers, helping reps do their best work at massive scale. Additional skills include Marketing Campaign and Commerce Merchant skills, scheduling skills for service engagements, and new skills for field service workers.

·       Take Action Across Any App or Workflow with MuleSoft: MuleSoft now enables Agentforce to get work done across your business. With MuleSoft for Flow, it’s easier than ever to create low-code workflows that span any system, with pre-built connectors for building multi-system workflows fast. As teams look to turn their APIs into Agentforce actions, the new MuleSoft API Catalog enables builders and Salesforce Admins to view, discover, and manage APIs across Salesforce, MuleSoft, Heroku, and any external services from one central location for rapid reuse. And the new MuleSoft Topic Center expands on this by enabling teams to infuse Agentforce metadata into every API they build, ensuring that any point of connectivity can be automatically turned into an Agentforce skill or action, making every API “agent-first” by default.

·       Tableau Skills for Analytics and Insights: New Tableau Topics and Actions deliver data visualizations and predictions for deeper understanding of agent responses and accurate, business context-rich answers using Tableau Semantics. This unlocks new conversational analytics use cases, further lowering the barrier to data access for everyone.

·       Slack Skills for Engaging in Channels and Conversations: With Slack Actions now available in Agent Builder, a team can enhance Agentforce with, for example, the ability to send a DM to provide a summary of what’s happening with a project, or update a Slack Canvas when a customer asks for changes to an ongoing project.

·       Partner Skills Through the AppExchange: Agentforce is backed by the first-ever enterprise ecosystem of agent skills — enabling customers to extend their Agentforce with custom Topics and Actions ranging from new agent types such as the AI Employee Service Agent with Workday, to new, partner-built actions from Asymbl, Docusign, and Neuron 7.

·       Agentforce Now Recommends Skills for the Work You Need Done: Create new agents in seconds using natural language descriptions. Agent Builder now uses Agentforce to compose new agents for the work you need done by auto-generating relevant topics and instructions while pulling from the library of skills and actions already available to you, ensuring teams can go live with new digital labor fast.

The Salesforce Help page receives more than 60 million visits a year from customers who need assistance with product support and account queries. Agentforce on help.salesforce.com provides customers with personalized, 24/7 service, while seamlessly escalating to human reps with the full case history and context when needed. Since launching in October, Agentforce is now solving 83% of customer queries without a human, has halved the number of issues that require human intervention, and has nearly doubled its average number of weekly conversations.