MetriNote – Salesforce Touts Next-Gen AI Agents for Sales, Service, and Beyond

Author: Beth Schultz, VP of Research and Principal Analyst What's the news? September 17, 2024 – Salesforce has introduced Agentforce, a next-generation suite of AI agents meant to assist employees with their service-, sales-, marketing-, and commerce-related tasks. Salesforce differentiates Agentforce Agents from its previous-generation Einstein Copilots, which they replace, as being autonomous—independently operating with no human trigger required, but able to hand off interactions to humans as necessary, and available on demand for instant scalability. The Agentforce suite includes out-of-the-box agents, which tap into a unified view of customer data within the Salesforce Data Cloud, and low-code tools for customizing and deploying agents. Under development is Atlas Reasoning Engine, a proprietary self-learning processing system that represents version two of Agentforce, Salesforce said. Agentforce for Service and Sales will be generally available on Oct. 25, while some components of the Atlas Reasoning Engine will launch in February 2025. Pricing for Agentforce starts at $2 per conversation; standard volume discounts will apply.