Salesforce has introduced its latest AI innovation, Agentforce, a new generation of generative AI bots designed to take independent actions and deliver reliable, autonomous results. Unveiled by CEO Marc Benioff, the platform is set to redefine AI-driven customer interactions with a focus on trustworthiness and ease of use.
During a press conference, Benioff described Agentforce as the “third wave of AI”, moving beyond passive AI assistants or copilots into a new era of “highly accurate, low-hallucination intelligent agents” that can actively drive business outcomes. These bots, Benioff said, are built to help customers achieve success by making autonomous decisions and acting independently, unlike traditional chatbots that simply respond to queries.
AI Built for Non-Experts
A key feature of Agentforce is its accessibility. Benioff emphasised that users do not need deep technical expertise or knowledge of large language models (LLMs) to utilise the platform. “They won’t need to be experts in AI or bot-building,” Benioff said. “This is AI for the rest of us.”
Agentforce is designed for businesses across industries and is powered by three core Salesforce tools: Agent Builder, Model Builder, and Prompt Builder. These tools offer out-of-the-box AI solutions that can be customised through low-code options, making them cost-effective and simple to implement.
A New Suite of AI Agents
Salesforce has created a range of intelligent agents, each tailored to specific tasks and industries:
- Campaign Optimizer: Manages and executes full campaign lifecycles.
- Service Agent: Replaces traditional chatbots for customer service tasks, handling queries and resolutions independently.
- Buyer: Assists B2B customers with product discovery, purchasing, and order tracking.
- Personal Shopper: Recommends products and aids in customer searches.
- Merchant: Manages site-related tasks, from promotions to product descriptions and performance insights.
- Sales Development Representative (SDR): Engages with potential leads around the clock.
- Sales Coach: Helps train sales teams and offers a platform for sellers to practice pitching.
The platform has been designed to address a wide variety of business needs, from e-commerce to customer service, while reducing the complexity and technical barriers that previously hindered smaller companies from adopting AI technologies.
A Focus on AI Safety and Reliability
Agentforce is powered by Salesforce’s upgraded AI, the Atlas Reasoning Engine, which is built to simulate human thinking and decision-making processes. This advanced system allows Agentforce to interpret data in real time and adjust its actions based on evolving conditions, much like self-driving car technology. Benioff highlighted that Agentforce operates within strict guardrails, ensuring that while the AI acts independently, it does so within predefined boundaries that align with company policies.
Salesforce claims that Agentforce has the lowest hallucination rate of any generative AI on the market. Although Benioff did not provide specific figures, he stressed that this low hallucination rate is a key selling point for businesses seeking more trustworthy AI solutions.
A New Era of AI at Salesforce
Benioff underscored that Agentforce represents Salesforce’s primary focus moving forward, stating, “The only thing we’re going to do at Salesforce is Agentforce.” The company is set to launch 1,000 of these bots at its annual Dreamforce conference next week, calling this initial wave “Agentforce One”. A follow-up, “Agentforce Two”, which will incorporate more components of the Atlas Reasoning Engine, is slated for launch in February 2025.
The first version of Agentforce will be available to the public from 25th October, with pricing starting at $2 per conversation. Discounts will be available for high-volume users.
Partnering for Success
Alongside the launch of Agentforce, Salesforce introduced the Agentforce Partner Network, allowing third-party developers to integrate their agents and actions into the platform. This offers businesses even greater flexibility when customising their AI tools, enabling them to create more sophisticated and tailored solutions.
With Agentforce, Salesforce is aiming to democratise AI by making powerful, reliable bots accessible to businesses of all sizes, without the need for technical expertise. As the platform rolls out, the company expects it to set a new standard for AI-driven customer interactions, providing businesses with a scalable, cost-effective solution to enhance their operations.
Reference: https://martech.org/salesforce-launches-new-more-trustworthy-generation-of-ai-bots/
