Blog Posts

• What is Agentforce All About?

Agentforce is a comprehensive low-code and no-code agentic AI-building platform from Salesforce. One of Salesforce's flagship offerings, Agentforce offers a plethora of tools and functionalities for designing & deploying autonomous AI agents that provide proactive support & learn-on-the-fly! Users can design custom AI agents and train them for a wide array of business-specific roles.

➤ The Agentforce platform enables users to define key aspects of a typical agent development life cycle such as the agent’s role, data & model training, actions to be performed, operational guardrails or constraints, as well as the channels of operation.

➤ Then there’s Agentforce for Developers which targets technically sound developers and allows them to enhance & extend an agent’s functionality.

➤ Agent Builder, a low-code development environment integrated with both variations, allows users to harness Salesforce’s in-house large language models, CodeGen and xGen-Code, to build autonomous agents with minimal coding. Agentforce

The Agentforce platform is exceptionally versatile and feature-rich, allowing teams to design their own agents and tailor them as per requirements. Agent Builder is the primary feature of the platform, offering a low-code development environment for developing and customizing AU agents across myriad business functions.

Agentforce also offers several pre-trained agent templates, such as -->

-- The Service Agent

Designed to engage with customer inquiries 24/7 autonomously across multiple channels, Agentforce Service Agents are all pre-trained on Salesforce’s vast data repositories.

-- The Sales Development Representative

Agentforce SDRs can answer customer inquiries, and product questions, book meetings, and do much more. They can respond with high accuracy and do so across multiple channels.

-- The Sales Coach

The coach agent can help customer support teams ace their roles through customized training & realistic roleplay sessions. Pitching, objection handling, negotiation, etc. -- businesses can identify and improve the capabilities of their CRM teams with ease.

-- The Personal Shopper

Improve customer engagement and session duration with an AI-powered personal shopping assistant. This AI agent can craft pertinent & personalized responses directly on a website as well as any preferred instant messaging application, guiding user search queries and delivering impressive recommendations.

-- The Campaign Optimizer

The campaign agent helps enterprises craft superb marketing campaigns and save time, effort & resources better than traditional processes. Agents can generate campaign briefs & content, target specific segments, conjure customer journeys, and analyze campaign performance proactively.

Understanding how Agentforce is redefining customer relationships requires a close look at the transformative role of generative and agentic AI in CRM as well as a look at the most prominent success stories.

The following sections highlight how several aspects of the Agentforce AI platform are transforming customer engagement in 2025. It also presents five major customer success stories across major industries.

• How is the Agentforce Agentic AI Reinventing the CRM Wheel?

From perfecting marketing campaigns & qualifying sales to acting as a near-perfect customer sales representative, Agentforce agents are changing the CRM game unlike anything ever before. Businesses can craft, customize, assess, and deploy autonomous AI agents according to their specific needs. Alongside their core capabilities (learning from data, in-depth analysis, natural language processing & generation), Agentforce allows businesses to train and equip AI agents with a diverse array of auxiliary capabilities tailored to specific business needs.

The core features of the Agentforce Platform are ->

a. Custom Pipeline for Autonomous AI Design

Businesses can design agents that can manage customer interactions with minimal human intervention. With proper training, agents can make decisions, retrieve data, notify customers, conduct follow-up interactions, track orders, offer suggestions, and do much more. Human representatives/teams can offload a multitude of tedious tasks and focus on more critical & intricate tasks.

b. Seamless Cloud Integration

The Agentforce platform and every agent it delivers have native connections to the Salesforce Data Cloud, a personalized repository for every Salesforce Platform client. Businesses can train AI agents easily with vital sales & marketing data such as past interactions, purchase history, session durations, wish list content, cart drop-offs, common queries, etc.

The Salesforce Data Cloud supports both structured and unstructured data (videos, images, calls, PDFs, emails, etc.). Agentforce agents leverage all such data via Data Cloud connectors to deliver exceptionally personalized consumer experiences across multiple channels.

c. Customized Workflows

Agentforce’s Agent Builder, a low-code/no-code platform for agentic AI customization and deployment, helps businesses create their own design and development workflows easily. Users can kickstart agent development by simply defining topics and using natural language instructions. The platform lets users add tools like APIs, prompts, flows, etc. to fine-tune every aspect of an agent.

Agentforce platform provides inbuilt data security & ethical guardrails in the development pipeline. Users can also provide instructions for more granular control and create customized boundaries, define behavior, and address compliance issues.

d. Generative AI Reasoning Features

Agentforce allows users to harness Salesforce proprietary large language models (CodeGen, xGen-Code, CodeT5+, CodeTF) and integrate them directly into their own custom models. The result -- AI agents with the ability to understand natural language, decipher context, and conduct in-depth reasoning.

The right kind of training can make Agentforce AI agents understand the meaning behind queries/statements, recognize & remember context precisely, and create hyper-personalized & useful content. Generative AI reasoning allows autonomous agents to detect & analyze sentiment, intent, tone, & every subtle cue in user input and learn continuously from every single interaction.

e. High Scalability & Accelerated Delivery

Pre-built frameworks, packages, and libraries accelerate the entire development lifecycle with automated testing, reviewing, CI/CD, and easy customizations. Businesses can develop and deploy tailor-made AI agents at scale as efficiently as via any other MLOps platform but without the need to indulge in the intricacies of model design and tuning.

Agentforce agents can scale and adapt as per demand. Architectural similarity and back-end integration with Salesforce Data Cloud allow large-scale data processing and enable agents to manage large volumes of data and traffic easily.

The above features & functionalities enable Agentforce AI agents to facilitate sales, marketing, & CRM functions at an enterprise level with ease & elan.

Powered by the above, AI agents from Agentforce can ->

➤ Resolve Cases 24/7/365

Bots can oversee and resolve vast volumes of inquiries round the clock, all through the year. They can provide prompt automated responses and personalized aid at any time of the day or night. Furthermore, agentic AIs are elastic and can scale up or down as per demand or even during unexpected events.

The benefits are multifarious and include:

■ Reduced waiting times

■ Better customer satisfaction

■ Improved productivity for CRM teams

■ Lower overheads and operational costs

➤ Ensure a Smooth Customer Experience

Providing excellent customer experience is of paramount importance. AI agents allow businesses to deliver such experiences by ensuring instant issue resolutions, proactive communication, and seamless transitions throughout a particular customer journey.

Their ability to understand context enables AI agents to provide relevant information to customers with zero ambiguity. As a result, issues get resolved quickly with zero customer frustration or time and resource wastage. Agents can communicate with customers effectively through a sales and marketing funnel, crafting personalized interactions for customers as well as collating vital sales & customer metrics for businesses.

➤ Elevate Service Quality

Super agents are the next wave of customer service, a hybrid labor force that combines the best of human and AI ingenuity. This collaborative approach allows customer service teams to run at near-optimal efficiency and deliver customer service of exceptional quality. Humans bring emotional intelligence, a moral compass, and intricate critical skills to the plate while AI agents bring incredibly fast self-learning capabilities, efficiency, and 24/7/365 availability.

➤ Ensure Seamless Collaboration & Transitions

Smooth and seamless handoffs between human & AI agents are vital for a satisfactory customer experience. Agentforce agents integrate across systems and teams, thereby enabling easy collaborations between humans & AI.

➤ Conduct In-depth Analysis

Autonomous AI agents excel at analyzing vast volumes of diverse data from diverse sources. Agentforce agents can process and extract insights from customer interactions, buying stories, surveys, feedback, etc. They can mine and uncover patterns & trends, easing data-driven decisions and enhancing service delivery.

Their powerful analytical & generative capabilities power all their distinctive features, from seamless collaborations & personalized interactions to predicting decisions & future demands, finding bottlenecks, and resolving critical issues.

➤ Multi-task & Pivot at Scale

Agentforce and the Salesforce CRM Platform let businesses scale & customize agents as & when they want. There are extensive customization options for adding myriad functionalities like prompt builder, code generator, cloud integration, etc. Enterprises can scale their custom-built AI solutions as and when necessary, overseeing vast volumes of information without affecting performance.

Soon after its commercial availability, major enterprises across diverse sectors integrated Agentforce into their CRM processes via the Salesforce Platform. Below are some of its biggest success stories.

• How do Businesses Elevate their CRM Game with Agentforce Agents?

The following case studies highlight how different businesses are delivering impeccable customer experiences with Agentforce agents.

1. AAA Delivering “Always Online” Support with Agentforce AI

The American Automobile Association (AAA) is among the biggest roadside assistance providers around the world. Serving more than 60 million members in the USA and Canada, quick and proactive customer support is a top priority for AAA.

Salesforce’s Agentforce enabled AAA to deliver “always online” customer support via a custom-built autonomous agent. The agent, powered by generative AI, was able to answer customer queries instantly, provide real-time updates about roadside conditions, and even offer personalized suggestions to clients. Furthermore, the Agentforce AI agent provided personalized product recommendations and similar suggestions to customers.

Overall, Agentforce agents helped AAA automate tedious tasks and deliver improved customer experiences like never before.

2. Adecco Group “Leveled Up” their Recruitment Game with Agentforce

The Adecco Group, a global leader in talent acquisition solutions, serves a vast clientele across 60 countries. On any given day, Adecco places more than a million people across diverse work opportunities that align perfectly with their skill sets and experience.

Agentforce autonomous agents are transforming Adecco’s processes by helping recruiters as well as guiding candidates. Agentforce agents are active 24/7, helping human recruitment agents process millions of resumes, find the right opportunities for candidates, refine resumes, and much more.

AI agents from Agentforce are saving time, money & effort by helping recruiters focus on vital tasks that demand particular attention. They help Adecco create meaningful connections with their clients and streamline hiring processes universally.

3. Agentforce is Accelerating Accenture’s Sales Growth Exponentially

Global consulting giant, Accenture, scaled and optimized their sales operations with the Agentforce Sales Coach Agent and custom-built sales agents.

The Sales Coach Agent is a pre-built autonomous agentic AI system that can be customized to provide business-specific coaching. Accenture used the versatile and self-learning capabilities of Agentforce to augment its workforce across the sales process. Agentforce's autonomous AI agents streamlined Accenture’s sales operations and brought forth a 75% boost in their bid coverage.

Agentforce accelerated Accenture’s decision-making, time-to-effectiveness, and sales growth dramatically by helping them focus more on designing perfect client solutions.

4. Agentforce’s AI Bots Helped Wiley Attain 213% ROI

A world-renowned name in the academic and publishing domains, Wiley’s educational resources are vast and numerous. Every year hundreds of thousands of people from around the world, from students & teachers to researchers & corporates, use various kinds of content from Wiley.

Naturally, providing the best customer service has always been a major challenge for them.

AI-powered bots from Agentforce, along with Salesforce’s Service Cloud with Eistein AI, helped Wiley manage customer services with the utmost efficiency. Bots resolve common customer issues autonomously, enabling human service agents to focus on complex ones. Their incredible speed & accuracy, coupled with powerful self-learning and generative AI capabilities supplement the capabilities of Wiley's support representatives.

Salesforce’s Agentforce agents helped Wiley ramp up their productivity and service quality, improving case resolutions by 40% and ROIs by 213% when compared to earlier AI bots.

5. Precina Health Saved More Lives with Agentforce AI

Precina Health, a leading healthcare innovator in the USA, leveraged the power of AI to improve its healthcare service outcomes and transform client lives.

The company developed an autonomous agent for coaching its sales & marketing teams using Sales Coach, a pre-built agent template from Agentforce. The custom agent helped Precina Health streamline everything from patient recruitment to enhancing operational efficiency. The agent’s generative capabilities crafted personalized treatment plans and kept clients updated with relevant information. Human reps were able to focus more on high-impact interventions and employ the agent.

Agentforce’s AI agents helped Precina Health scale their abilities dramatically and deliver AI-powered support to millions quickly and more efficiently. The business was able to save an estimated $80000 per year due to reduced administrative overheads.

• Conclusion:

The world of CRM continues to evolve, and AI agents are playing an integral role in that evolution. Agentic AIs are changing how business-customer relationships drastically and for the long haul. CRM giants like Salesforce are pioneering those transformations with versatile and user-friendly end-to-end agent AI agent delivery platforms like Agentforce. With its ability to create streamlined workflows, seamless cloud integration, and an incredibly adaptable & efficient agentic AI layer, Agentforce is pioneering the transformation of business-customer relationships.

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