Salesforce Agentforce 3: open standard for AI agents
Salesforce's Agentforce 3 platform promises greater transparency when using AI agents to process customer inquiries independently, for example.
The Agentforce 3 Command Center is intended to serve as a cockpit for AI agents. Thanks to MCP (Model Context Protocol) support, Salesforce promises to be able to integrate services such as PayPal.
(Image: Salesforce)
Salesforce has unveiled Agentforce 3, an update to its platform for AI agents launched in fall 2024. The software is aimed at companies that use AI agents in areas such as customer service or marketing. According to the manufacturer, customers should be able to solve 70 percent of chat queries to customer service automatically, for example.
Monitor AI agents: Agentforce Command Center
At the heart of the update is the new “Agentforce Command Center”, a dashboard that allows companies to see live how their agents are working, where there is potential for optimization and how their use affects productivity and costs. Among other things, it provides information on latency and error rates.
Videos by heise
Communication with enterprise software
Agentforce 3 supports the open “Model Context Protocol” (MCP) standard. The standard developed by Anthropic defines how AI models share data with software systems. AI agents should be able to connect to other systems and services using this.
Customers should be able to use preconfigured MCP servers and agent actions, for example to process documents, integrate map services or carry out financial transactions. Salesforce mentions AWS, Google Cloud, PayPal, Stripe and Writer, for example, which provide MCP servers that the Salesforce AI can connect to.
Revised architecture: Atlas
In the background of Agentforce 3 is an enhanced Atlas architecture that has been trimmed for speed, accuracy and reliability. In addition, hosted LLMs such as Claude models from Anthropic are now available within the Salesforce infrastructure. Most importantly, it is now also available in German, among other languages.
Pre-built agents
Salesforce has introduced over 100 new industry-specific actions from patient scheduling to vehicle maintenance. There is also a new pricing model for unlimited use of employee agents.
Agentforce 3 is available now, according to Salesforce. Command Center, MCP support and new partner integrations will be successively made available by August.
(akr)
