On December 17, Salesforce unveiled Agentforce 2.0, the newest iteration of its AI-powered platform. It’s designed to combine an adaptable “staff” of semi-autonomous AI brokers into enterprise workflows.

Agentforce 2.0 contains enhanced reasoning and information retrieval capabilities that allow AI to reply to advanced questions. Salesforce describes Agentforce 2.0 as “the digital workforce platform for enterprises,” providing a “constrained” workforce powered by AI brokers. These brokers will be deployed throughout any division, outfitted with a brand new library of pre-built expertise, and may take motion throughout techniques or workflows.

“Individuals with brokers drive buyer success collectively,” Salesforce CEO Marc Benioff mentioned throughout a dwell presentation.

Agentforce 2.0 will probably be absolutely launched in February 2025. Nevertheless, customers can begin deploying Agentforce 2.0 in Slack in January.

What’s new about Agentforce 2.0?

By means of Agentforce 2.0, customers can draw from a library of agent “expertise” — AI brokers designed for particular duties — or construct their very own utilizing pure language prompts. These brokers can execute multi-step plans and observe “if/then” directions, offering flexibility throughout a number of workflows.

Pre-built expertise and workflow integrations enable for more practical customization. Brokers constructed by Agentforce can seamlessly hook up with instruments like CRM, Slack, Tableau, Mulesoft and Salesforce’s AppExchange.

New, pre-built expertise embody:

• Gross sales improvement.
• Gross sales teaching.
• Advertising and marketing marketing campaign.
• Service provider service provider.

In Tableau, Expertise for Analytics and Perception present visualizations to trace and analyze how nicely brokers are performing.

Slack integration is one other key spotlight. With Slack Actions, customers can automate updates by organising an agent to ship challenge updates by way of direct message.

A few of these options are already accessible:

• Tableau Semantic Layer, Expertise for Gross sales Improvement and Expertise for Gross sales Teaching at the moment are accessible. The latter two add $2 per dialog to your Salesforce account.
• Expertise for Tableau launches on December 18th.

Agent Builder offers an answer for patrons who don’t discover what they want among the many pre-built brokers. Utilizing pure language prompts, customers can design their very own brokers. Salesforce provided “‘Onboard New Product Managers'” for instance of a customized immediate. Agent Builder will even embody pre-built Slack actions.

How does Agentforce 2.0 combine with Slack?

In Slack, workers can message or name the Agentforce brokers identical to a colleague. Customers will even discover a new Agentforce Hub inside Slack.

Generative AI allows Slack Enterprise Search, a brand new solution to contemplate context of Slack DMs, channels, and canvases.

Agentforce in Slack, Slack Actions in Agent Builder, and Slack Enterprise Search will all be accessible to most people in January.

SEE: Organizations want to know the variations between forms of AI to keep away from pointless bills — and typically the job does not require generative AI.

How does the Atlas Reasoning Engine enhance Agentforce 2.0?

“Reasoning” is the subsequent frontier in generative AI, with fashions like Amazon Nova performing advanced operations barely slower than their friends to generate deeper solutions. Salesforce’s contribution is superior reasoning and retrieval-augmented technology in Atlas Reasoning Engine, the mannequin behind Agentforce.

Salesforce’s instance of a query that would profit from superior reasoning was, “What could be the best funding car for my kid’s school fund primarily based on my present revenue and danger preferences?”

With RAG, Agentforce can pull unstructured metadata from elsewhere within the Salesforce platform. Basically, RAG checks the AI’s work.

“Unity Environmental College leverages Salesforce’s Agentforce to increase our help past routine inquiries, permitting our workers to give attention to learners who want extra personalised steerage,” mentioned Melik Khoury, president and CEO of Unity Environmental College, in a press launch from Salesforce. “By integrating agentic AI into our workflows, we are able to shortly tackle customary questions like monetary support particulars or class registration, whereas releasing up our staff to attach extra deeply with college students.”

Improved reasoning and RAG within the Salesforce platform will probably be open for enterprise in February.

Salesforce goes all in on AI

Salesforce has made a major dedication to integrating generative AI into its merchandise, together with the enthusiasm for Agentforce which kicked off in September.

“Within the subsequent few years, I’d anticipate us to have the ability to ship extra agentic specialists,” mentioned Claire Cheng, VP of machine studying and engineering for Salesforce AI, in a press launch. “The reasoning engine needs to be one of many first components enterprise organizations contemplate when evaluating digital labor choices.”