Salesforce, today launched Agentforce 2.0, the most recent version of Agentforce, the digital labor platform for organizations, complete AI solutions with trusted, autonomous AI agents in the flow of work.
The release includes a new library of pre-built abilities and workflow integration for quick customization, the ability to deploy Agentforce in Slack, and improvements to agentic reasoning and retrieval augmented generation (RAG).
This advancement will allow businesses to extend their workforce with customized agents capable of doing difficult multi-step activities with greater precision and accuracy.
Every team has more work to complete than the resources available, resulting in weaker customer interactions and longer backlogs. Organizations are looking to AI for assistance, but they need a higher tolerance for effective solutions that deliver generic responses.
Existing solutions, such as copilots, fail to deliver accurate, trustworthy responses to complex requests, such as individualized help on a job application, and are unable to take action on their own, such as nurturing a lead through product recommendations.
Organizations require a new sort of platform designed to provide digital labor in the form of autonomous AI bots capable of reasoning over data and tapping into workflows to act on behalf of overburdened staff.
Agentforce 2.0 solidifies our position as the industry leader in digital labor solutions, allowing any organization to create an unlimited workforce that can genuinely after their business.
Marc Benioff, Chair and CEO, Salesforce
Customizing agents for a particular business or department is tough due to time constraints and integration problems. Agentforce 2.0 now includes a library of pre-built agent skills for CRM, Slack, Tableau, and partner-developed skills on the AppExcahnge, removing hurdles to doing tasks.
Customers can now use this updated edition to expand Agentforce to any MuleSoft-based system or workflow. It also has an improved Agent Builder that can read natural language instructions, such as Onboard New Product Managers, to automatically construct new agents. These agents seamlessly blend pre-built abilities with unique logic created in Salesforce, providing unrivaled versatility and speed.
New Skills for Sales teams, such as Sales Development and Sales Coaching, enable the creation of autonomous AI agents that can nurture leads based on your rules of engagement, as well as agents that can join prospecting calls and provide instant feedback on customer interactions, allowing reps to do their best work on a massive scale.
New Tableau Topics and Actions use Tableau Semantics to provide data visualizations and predictions for a better understanding of agent responses and correct, business context-rich answers. This opens up new conversational analytics use cases, substantially decreasing the barrier to data access for all.
MuleSoft now enables Agentforce to complete work across your organization. MuleSoft for Flow makes it easier than ever to construct low-code processes that span any system, with pre-built connectors to let you build multi-system workflows quickly.
As organizations work to convert their APIs into Agentforce actions, the new MuleSoft API Catalog allows builders and Salesforce Admins to access, find, and manage APIs from Salesforce, MuleSoft, Heroku, and other external services from a single spot for rapid reuse.
The new MuleSoft Topic Center builds on this by allowing teams to include Agentforce metadata in any API they create, ensuring that any point of connectivity can be instantly converted into an Agentforce skill or action, making every API “agent-firest” default.
With Slack Actions now available in Agent Builder, a team may enhance Agentforce by, for example, sending a DM to provide a project overview or updating a Slack Canvas when a customer requests a change to an ongoing project.
Agentforce is supported by the first-ever enterprise ecosystem of agent skills, allowing customers to expand their Agentforce with custom Topics and Actions ranging from new agent types like the AI Employee Service Agent with Workday to new, partner-built actions from Asymbl, Docusign, and Neuron 7.
As enterprises seek to extract value from AI agents, they require solutions that are integrated where their people are present. Agentforce 2.0 is now in Slack, bringing configurable digital labor to the messages (DMs) and channels where work takes place.
Bring Agentforce into any Message or Channel
Agentforce 2.0 enables companies to seamlessly integrate Agentforce into any Slack conversation. Slack users can start a conversation directly from the Agentforce Hub, or @ mention Agentforce agents in direct messages or channels, allowing them to tap into their digital labor force while they are working.
New Slack Actions in Agent Builder
Agent Builder now includes pre-built Slack Actions like “Create Canvas” and “Message Channel” that allow teams to quickly improve current agents or develop new ones that can easily interact with your teams on Slack.
Discover Conversation Context with Enterprise Search
Slack offers a lot of domain knowledge in DMs, channels, and Canvases that reflect the particular nature of your company. Agentforce 2.0 may use Slack Enterprise search to extract conversational data, increasing the relevance of responses and actions by relying on public and permissioned Slack information.
1. The full release of Agentforce 2.0 will be available in February 2025, with certain features becoming available in advance starting today.
2. Skills for Sales Development and Coaching are widely available nowadays. Prices for these skills begin at $2 per chat.
3. Tableau Semantic Layer is generally available today, with Tableau skills becoming generally available on December 18.
4. Agentforce for Slack, Slack Actions in Agent Builder, and Slack Enterprise Search will be commercially accessible in January 2025.
5. Agent Builder’s natural language creation capabilities will be broadly available in January 2025.
6. MuleSoft for Flow, MuleSoft API Catalog, and Topic Center will become commercially available in February 2025.
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Q1. How does the AI integration in Agentforce 2.0 benefit customer service agents?
Ans. AgentForce 2.0 AI has the best agency efficiency by routine tasks, providing real-time feedback and offering smart recommendations. AI handles multiple conversations along with resolving queries and providing personalized responses, freeing the different agents for complex issues along with improving customer satisfaction for faster and more informed support.
Q2. Can Agentforce 2.0 integrate with existing customer service tools?
Ans. Yes, Agentforce 2.0 has broad integration possibilities with a number of platforms, including customer relationship management systems, Slack, and other messaging apps. This seamless integration allows agents to handle conversations, access information from multiple places, and optimize workflows through one user interface, leading to improved productivity and data-driven decision-making.
Q3. How does the platform handle multilingual customer interactions?
Ans. AgentForce 2.0 provides multilingual support, thus enabling interactions for multiple languages like French, Spanish, German, and more. This feature allows it to understand, along with answering the customers in a certain language and helping in streamlining communication for all those global businesses.
Q4. How does Agentforce 2.0 support omnichannel customer engagement?
Ans. Agentforce 2.0 provides omnichannel customer engagement and assistance, allowing the agents to manage customer inquiries from different channels like chat, email, and social networking sites along with messaging apps using just a single interface. This single picture guarantees consistent service, allows seamless context switching, and fosters customer trust by giving gained responses at all interactions.
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