Salesforce launches Agentforce 360 to unite humans & AI agents
Salesforce has announced the general availability of Agentforce 360, a platform connecting humans and AI agents to drive workplace productivity and efficiency.
Agentforce 360 is described as the world's first platform to bring together employees and AI agents in a single, trusted system. The company reports that more than 12,000 customers, such as Reddit and OpenTable, are already using the system to achieve reductions in support cases, faster resolution times, and efficiency gains.
The agentic enterprise
Salesforce positions the Agentic Enterprise as a new model for the workplace where artificial intelligence augments rather than supplants human employees. According to the company, Agentforce 360 is designed to ensure every employee is supported by an AI partner at all times, enabling faster, smarter decisions and continuous customer engagement.
"We're entering the age of the Agentic Enterprise - where AI elevates human potential like never before," said Marc Benioff, Chair and CEO, Salesforce. "Agentforce 360 connects humans, agents, and data on one trusted platform, helping every employee and every company achieve more than they ever thought possible."
Salesforce states that the new platform has emerged from a year of in-market deployments and four significant updates, culminating in a system intended to embed AI into daily business operations across various functions.
Platform structure and components
Agentforce 360 incorporates four primary components. The Agentforce 360 Platform provides the core environment for enterprise-scale AI agents, with a new conversational builder tool, hybrid reasoning for greater control, and integrated voice capabilities. Data 360 supplies a unified data layer, enabling agents to operate with business context, powered by new features like Intelligent Context and Tableau Semantics.
Customer 360 Apps enhance the utility of existing Salesforce applications by enabling AI agents that understand individual customer journeys and business processes. Slack serves as the interface where people and agents can collaborate in real time, with workflows, data, and actions brought together in a single conversational workspace.
Salesforce notes that this integrated approach facilitates the deployment of AI agents that are grounded in governed data, can collaborate with humans and other agents in Slack, and extend into established business processes across industries.
Development and capabilities
The company highlights a year-long evolution toward the current Agentforce 360 product. It began with the first release of the Agentforce enterprise AI agent platform, followed by improvements to the core reasoning engine, workflow embedding, and broader interoperability and governance. These developments have culminated in a tool that Salesforce claims extends beyond traditional customer relationship management (CRM), adding AI-driven features for streamlined operations and proactive customer support.
Agentforce 360 introduces several new features aimed at making agent development and use more accessible and effective. The Agentforce Builder is a low-code, conversational development studio for designing, testing, and deploying AI agents using natural language. Voice capabilities allow for real-time voice interaction with agents, including support for enterprise-grade telephony partners. Hybrid reasoning combines deterministic workflows with adaptive large language model (LLM) reasoning, and new observability tools help teams monitor agent accuracy and compliance.
Customer results and industry application
Salesforce reports that adoption of Agentforce 360 by organisations such as Reddit, Adecco, OpenTable, Engine, and 1-800Accountant has yielded measurable outcomes in productivity and customer service.
For example, Reddit recorded a significant drop in support cases following implementation, with a statement from John Thompson, Vice President of Sales Strategy and Operations: "This efficiency lets us provide on-demand help for complex tasks, boost advertiser satisfaction by 20%, and free up human reps from repetitive questions."
At Adecco, the automation provided by Agentforce was reported to handle over half of candidate conversations outside regular working hours. Pierre Matuchet, Senior Vice President IT & Digital Transformation, remarked: "Agentforce lets us automate high-volume tasks, strategically freeing our recruiters' time to focus on quality customer engagement."
OpenTable used Agentforce 360 to address 70% of diner and restaurant inquiries autonomously. George Pokorny, Senior Vice President of Global Customer Success, commented: "Agentforce delivered the warmth and white-glove service our industry demands. Within weeks, our restaurant agent handled 70% of questions - a marked improvement over our previous chatbot."
Engine observed operational efficiencies, with CEO Elia Wallen stating: "Agentforce is a game-changer. Its voice capabilities will let us deliver our unique brand experience directly to customers, creating trusted interactions at scale."
1-800Accountant reported case deflection rates of up to 90% during peak tax periods. According to Ryan Teeples, Chief Technology Officer, "Agentforce lets us give customers real-time updates, flag savings, and arm our pros with pre-built agendas. Our team can now focus on the complex needs of our customers - keeping them successful."
Slack and partnership ecosystem
Slack is positioned as a key interface in the Agentic Enterprise, with new features enabling agent-powered insights and workflow within the Slack environment. Third-party integration is enhanced by an open ecosystem, allowing partners to build and distribute solutions through Slack-native marketplaces, and to bring in models from organisations such as Anthropic, Google, and OpenAI.
Customers can access pre-built connectors and solutions for industry-specific requirements, extending the platform's applicability through Salesforce's partner network.
