Salesforce extends Agentforce AI with ready-made workflows

CRM provider Salesforce announced the artificial intelligence Agentforce in September. Its agents are to make autonomous decisions in sales and customer service within certain limits and carry out actions, such as placing or changing orders, without the need for service staff to support the process. The agents will ultimately form their own kind of team within the company – the Agentforce. This distinguishes agents from co-pilots or assistants that only react to a user's input.

Salesforce is now announcing the next version, Agentforce 2.0, just three months later. Apparently, many customers find it difficult to generate and integrate their own agents from the blue haze in order to generate marketing campaigns or set up a chatbot for the website. After all, AI that acts independently and communicates directly with customers is a tricky business.

Skill library

Salesforce wants to introduce a library of so-called skills for sales and marketing, among other things, to make it easier to get started. In the Agent Builder, the skills can be searched, called up and integrated as building blocks. The Agent Builder also suggests suitable skills for an entered task. With the help of the skills, customers should be able to get to the finished agent more quickly or at all.

After an input such as "Help with onboarding new product managers", the Agent Builder should suggest and integrate suitable skills in order to spit out a finished agent that combines the generic skill specifications with company data.

According to the manufacturer, the skills also support work with the Salesfoce applications Tableau and Slack. Tableau skills are designed to visualize data and make predictions, while in Slack they send summaries of channels via direct message.

Prices and availability

Agentforce 2.0 is scheduled for release in February 2025. Agentforce will be integrated into Slack in January. The skills for sales cost from 2 US dollars per conversation.

(akr)