Salesforce publishes AI platform for companies

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Salesforce has released a new expansion stage of its agent platform as part of its Dreamforce in-house exhibition in San Francisco: with Agentforce 360, companies will be able to build AI agents to handle customer service in the long term. The manufacturer wants to support them from the prototype to the production phase.

Agent Script: Scripting language for agents

At the same time, Salesforce is introducing the scripting language Agent Script, which uses conditional logic, deterministic rules, and handover between agents to control the behavior of AI agents. In this way, the manufacturer aims to meet the requirements of companies for structured business processes. The platform will also support several models in the future, such as those from OpenAI, Anthropic, and Google Gemini.

Agentforce Voice: Talking to the AI

With the Agentforce Voice interface, AI agents will also be available over the phone in the future. The manufacturer is endeavoring to achieve low latency and realistic voice output. According to the manufacturer, it has tested the voice function in thousands of scenarios with sometimes complex customer questions to optimize it for real-life conditions.

The function is integrated with cloud telephony services such as Salesforce Voice, Amazon Connect, Five9, NiCE, and Vonage and allows users to switch to human customer service.

Tools for agent development

In the revised Agentforce Builder development tool, users can design, test, and publish AI agents such as voice assistants using natural language. They can now switch between three views: an editor-like development environment with auto-completion, a low-code interface (Canvas), and a script view.

The Agentforce Vibes feature acts as an AI-powered programming assistant that understands context from Salesforce projects, helps with scripting, and autonomously executes actions to speed up development.

Contextualised answers

The “Intelligent Context” function is designed to help Agentforce agents understand not only structured but also unstructured company data such as PDFs, tables, images, or diagrams. It uses the Data 360 platform to transform such content into structured, application-ready information. This enables AI agents to provide contextualized and company-specific responses.

Agentforce IT Service: replacement for ticket systems

In the future, autonomous AI agents will use Agentforce IT Service to process IT support requests in natural language without employees having to create tickets. The agents will be able to be integrated into corporate messengers such as Slack and Microsoft Teams so that employees can interact with the AI agents in a familiar environment with the aim of providing immediate answers and quick solutions to IT problems via natural language dialogues.

According to the manufacturer, it comes with ready-made connectors for integration into applications from providers such as Google, IBM, Microsoft, Oracle NetSuite, TeamViewer, Workday, and Zoom. The integrated Configuration Management Database (CMDB) visualizes systems, dependencies, and incidents.

Relief for IT departments

AI agents are designed to find the causes of issues independently and suggest solutions. Agentforce automatically creates and prioritizes issue reports based on employee reports and recognizes patterns, such as VPN failures. The platform should identify defective components independently.

Agentforce IT Service should be able to escalate major issues to employees. According to the manufacturer, Agentforce also automatically informs about server malfunctions and provides live updates. Complex queries are forwarded to human IT employees with contextual information that hopefully contributes to the solution. IT teams receive forecasts on risks and resource utilization.

Availability

Salesforce plans to release Agentforce Voice on 21 October 2025. The Agentforce IT Service should also be available during October 2025. Agent Script and the new Builder will be launched in a beta phase in November 2025.

(akr)