Salesforce today launched Agentforce 360, a platform that brings AI agents and people together in a single, trusted system. With this announcement, the company positions itself as a pioneer of the “agentic enterprise,” where AI not only supports, but actually liberates the work of people.
“We are entering the era of the agentic enterprise, where AI elevates human potential like never before,” said Marc Benioff, CEO of Salesforce. Benioff says Agentforce 360 connects people, agents and data on a single trusted platform.
New to the Agentforce platform
The latest release of Agentforce introduces Agentforce Builder, a chat-based development studio for building natural language agents. Agentforce Voice transforms IVR (interactive voice response) systems into natural, real-time conversations. Hybrid reasoning combines workflows with AI model reasoning, allowing workflows to be executed accurately, even when minor adjustments are necessary. For example, if the input deviates slightly from what the workflow is accustomed to, the AI model can ensure that the workflow is still controlled and executed successfully.
The introduction of Agentforce Vibes extends low-code development to AI applications. New observability dashboards help teams monitor agent reasoning, accuracy, and compliance.
Customers Achieve Impressive Results
With 12,000 customers, Agentforce 360 is already delivering measurable results. Reddit automatically resolved 46% of support cases. This reduced the resolution time by 84 percent. Adecco handled 51 percent of candidate interviews outside of office hours through agents. OpenTable resolved 70% of support cases autonomously. In fact, efficiency and improvement among customers are always in the double digits.
From CRM pioneer to AI revolutionary
Salesforce relies on 26 years of experience as a trusted platform for customers and sales. The same platform can now control AI agents, making workflows smarter and enabling automated customer interaction at any time. This not only supports employees, but also frees them from work.
The new version of Agentforce was developed in part through intensive collaboration with thousands of customers over the past twelve months. Four major releases paved the way for Agentforce 360: the initial Agentforce launch in October 2024, the enhanced Atlas Reasoning Engine in December, Proactive Agents in March 2025, and enhanced interoperability in June.
Agent Force 360
Agentforce 360 brings together four main components that together make up Agentic Enterprise. The Agentforce 360 platform serves as the foundation for enterprise-grade AI agents, with a conversational builder, hybrid reasoning, and voice capabilities. Data 360 provides a trusted, unified data layer that gives context to every agent, using Salesforce Data Cloud and adding additional context from unstructured data and Tableau semantics. Customer 360 apps use AI agents, business processes, and workflows to automate tasks. Finally, Slack provides the conversational interface where people and agents collaborate in real time.
This comprehensive approach allows companies to deploy agents based on reliable data. Additionally, they focus on team collaboration, communicating directly with people in Slack, and leveraging existing processes and infrastructure.
Specialized agents for each employee
Salesforce now has agents capable of providing immediate support to every employee. Agentforce Sales automates prospecting and quoting, Agentforce Marketing creates standalone campaigns, and Agentforce Service provides 24/7 proactive support through the Command Center.
New industry-specific agent solutions, such as Agentforce Life Sciences, Public Sector and Manufacturing, are rapidly driving value across all industries. Agentforce 360 for Industries offers over 200 predefined, industry-specific actions.
If that’s not enough, you always have the option to create your own agents using chat-driven Agentbuilder. Overall, there are many new opportunities to get started with agents quickly and easily.
Agentforce 360 is available globally, with continued innovation in pilot and beta in the coming months.
