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Salesforce and Singapore Airlines

Singapore Airlines (SIA), a Headline Partner of the APEX FTE Asia Expo in Singapore on 11-12 November 2025, is teaming up with Salesforce to co-develop cutting-edge Artificial Intelligence (AI) solutions for the airline industry. This collaboration, centered at the Salesforce AI Research hub in Singapore, aims to deliver greater value and innovative benefits to the sector. As part of this initiative, SIA is integrating Salesforce’s Agentforce, Einstein in Service Cloud, and Data Cloud into its customer case management system, enabling the airline to provide more consistent, personalised, and efficient service to its customers. SIA will deploy Agentforce, an AI system that uses autonomous agents to handle specific tasks, streamlining customer service operations. This allows SIA’s customer service representatives to focus on delivering enhanced, personalised attention during customer interactions. Data Cloud, Salesforce’s hyperscale data engine, powers Agentforce by consolidating relevant data, enabling AI agents to provide customer service representatives with tailored advice and solutions, further enhancing the customer experience. Mr. Goh Choon Phong, Chief Executive Officer of Singapore Airlines, highlighted the airline’s commitment to innovation: “As the world’s leading digital airline, Singapore Airlines is dedicated to investing in and leveraging advanced technologies to enhance customer experiences, improve operational efficiencies, drive revenue generation, and boost employee productivity. Over the past 18 months, the SIA Group has been an early adopter of Generative AI solutions, developing over 250 use cases and implementing around 50 initiatives across our end-to-end operations. Salesforce is a pioneer in Agentic AI, and integrating Agentforce, Einstein in Service Cloud, and Data Cloud into our customer case management system marks the first step in our collaboration. Together, we will co-create AI solutions that drive meaningful and impactful change, setting new standards for service excellence in the airline industry.” In addition to Agentforce, SIA will utilise Einstein Generative AI capabilities within Service Cloud to summarise customers’ previous interactions with the airline. This feature provides customer service representatives with actionable insights, enabling them to better understand and anticipate customer needs, tailor solutions, and reduce average response times. The result is a more efficient, proactive, and personalised customer service experience. Marc Benioff, Chair and Chief Executive Officer of Salesforce, emphasised the transformative potential of this partnership: “The rise of digital labour, powered by autonomous AI agents, is not just reimagining the customer experience – it’s transforming business. We’re thrilled to partner with Singapore Airlines, a trailblazer in this AI revolution, to elevate their already outstanding customer service to unprecedented heights, augment their employees, and collaborate on groundbreaking AI solutions for the airline industry. With our deeply unified digital labour platform, we’re bringing humans together with trusted, autonomous AI agents, unlocking new levels of productivity, innovation, and growth.” This collaboration between Singapore Airlines and Salesforce represents a significant step forward in the airline industry’s adoption of AI-driven solutions. By combining SIA’s industry expertise with Salesforce’s innovative AI technologies, the partnership aims to redefine customer service standards, enhance operational efficiency, and set a new benchmark for excellence in the aviation sector. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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Salesforce Unveils Agentforce 2dx

Salesforce Unveils Agentforce 2dx

Salesforce Unveils Agentforce 2dx: A Major Leap in AI Agent Capabilities Proactive, Autonomous AI Agents to Bridge the Skills Gap Salesforce has announced a major upgrade to its AI agent platform with Agentforce 2dx, a next-generation solution designed to move beyond reactive, chat-based interactions. With enhanced efficiency, agility, and scalability, Agentforce 2dx enables AI agents to operate autonomously, integrating seamlessly with existing data systems, business logic, and user interfaces. The Future of Work: AI Agents Filling the Labor Gap “Companies today have more work than workers, and Agentforce is stepping in to fill the gap,” said Adam Evans, EVP and GM of Salesforce’s AI Platform. Unlike traditional AI chatbots that rely on rigid programming or manual prompts, agentic AI dynamically adapts to live data and evolving business needs, making it far more effective in real-world applications. Introducing AgentExchange: A Marketplace for AI Agent Templates Alongside Agentforce 2dx, Salesforce is launching AgentExchange, an online marketplace where businesses can access and share pre-built AI agent templates and actions. From launch, AgentExchange will feature: The AI Agent Race Heats Up Salesforce’s announcement comes amid intensified industry focus on AI agents. Microsoft and AWS have recently made significant moves, with Microsoft research revealing that 72% of business leaders expect AI agents to be fully integrated into their operations soon—21% within the next year and 39% within two years. Meanwhile, AWS is reportedly forming a dedicated AI agent division, led by Swami Sivasubramanian, VP of AI and Data, reporting directly to CEO Matt Garman. Salesforce CEO Marc Benioff has been vocal about the future of AI agents, predicting that tomorrow’s CEOs will need to manage both human employees and AI-powered agents. With Agentforce 2dx and AgentExchange, Salesforce is positioning itself at the forefront of this transformation, empowering businesses to automate, scale, and innovate like never before. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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Salesforce for Tailored Travel

New data from a YouGov survey, commissioned by Salesforce, reveals that Australian travellers are increasingly seeking customised travel experiences, with 59% expressing a desire for travel recommendations tailored to their individual profiles and preferences. The national survey, which included over 1,000 respondents, highlights a strong appetite for travel, with 66% of Australians planning to book travel online within the next six months. This includes 51% looking to book accommodation, 47% flights and transport, and 27% planning to secure tours or holiday packages. To demonstrate how AI can enhance travel experiences through human and autonomous collaboration, Salesforce partnered with TripADeal, an Australian online travel agency, to create a world-first AI immersive experience. Titled “What AI Was Meant to Be,” the showcase was held at Martin Place in Sydney’s CBD, offering a glimpse into the future of personalised travel. The survey findings indicate that younger generations are particularly drawn to personalised travel recommendations. Gen Z and Millennials show the highest interest, with 72% and 69% respectively expressing a preference for tailored travel options, compared to 54% of Gen X and 46% of Baby Boomers. Additionally, 27% of Gen Z and 31% of Millennials are “very interested” in such customised offerings. Geographically, residents of Australia’s five main capital cities are more likely to book travel online, with 85% indicating they would do so, compared to 75% of those living outside these regions. Similarly, 62% of city dwellers are interested in personalised trips, versus 54% of those in regional areas. To meet this growing demand for tailored travel experiences, TripADeal is leveraging Salesforce’s Agentforce platform. Leandro Perez, Salesforce’s SVP & CMO of Australia and New Zealand, commented on the partnership, stating, “The YouGov research shows us that there is a growing demand from Aussie travellers for personalised, curated travel recommendations, and that more Aussies than ever are booking travel online. For TripADeal, agentic AI is playing an important role in helping to meet this demand and redefining the overall customer experience the company provides.” Perez further explained how the collaboration between humans and AI agents is enhancing service efficiency: “Humans and autonomous AI agents are working together to deliver the very best outcome for TripADeal’s customers, allowing the company to scale customer experience and better support their travel consultants.” He also highlighted the broader implications of this technology, noting, “It’s a key component of our ongoing commitment to help marketers and customer experience leaders realise the possibilities and transformative outcomes they can achieve by harnessing the power of Agentforce. This level of personalisation and service will not just redefine the travel industry but all industries.” Agentforce enables TripADeal’s AI agents to act as virtual travel consultants, engaging with customers in natural language to understand their preferences and recommend suitable deals. For more complex queries, these AI agents seamlessly hand over to human consultants, ensuring a high standard of service quality. The AI-powered initiative was prominently featured at an interactive digital love lock wall in Martin Place. Visitors could interact with the AI agent to create a personalised digital love lock and design their dream holiday, with the chance to win a AUD $10,000 TripADeal voucher. Perez emphasised the significance of the activation, saying, “Through this activation, we wanted to showcase AI as it’s meant to be for every Australian business, especially those who are focused on supercharging their customer experience. It’s been amazing to see the interest the activation has generated across the board. From business owners to members of the general public, people are walking past and popping in to see what it’s all about, and they’re experiencing for themselves how easy it is to interact with the AI agent and build a dream holiday that is truly unique to them, which is core to TripADeal’s offering.” This collaboration between Salesforce and TripADeal underscores the transformative potential of AI in the travel industry, offering a glimpse into how technology can meet the growing demand for personalised travel solutions. By combining the strengths of human expertise and AI capabilities, the partnership is paving the way for a new era of customer experience in travel and beyond. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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Google and Salesforce Expand Partnership

Google and Salesforce Expand Partnership

Google and Salesforce Expand Partnership to Enhance AI Agent Capabilities Google and Salesforce are deepening their collaboration to provide customers with greater flexibility in AI agent deployment. This expanded partnership will integrate Google Gemini within Salesforce’s Agentforce platform, enabling AI agents to process images, audio, and video with advanced multimodal capabilities. Enhanced AI Functionality with Gemini Through this integration, AI agents will gain access to Gemini’s powerful models, allowing them to handle complex tasks with extended context windows and leverage real-time insights from Google Search via Vertex AI. This collaboration aims to empower businesses with AI solutions that are not limited to a single model provider, offering crucial flexibility in AI customization. Srini Tallapragada, Salesforce’s President and Chief Engineering and Customer Success Officer, emphasized that the integration offers customers the ability to choose the applications and models that best suit their needs. “Salesforce offers a complete enterprise-grade agentic AI platform that makes it easy to deploy new capabilities quickly and realize business value fast. Google Cloud is a pioneer in enterprise agentic AI, offering some of the most powerful models, agents, and AI development tools on the planet. Together, we are creating the best place for businesses to scale with digital labor.” Key Benefits of the Integration The partnership is set to deliver significant advantages for businesses, as outlined in the official announcement: Thomas Kurian, CEO of Google Cloud, highlighted the benefits of this collaboration: “Our mutual customers have asked for seamless integration across Salesforce and Google Cloud. This expanded partnership enables them to accelerate AI transformations with state-of-the-art AI models, agentic AI, and advanced data analytics.” Strengthening Customer Service Integrations The partnership will also enhance the connection between Salesforce Service Cloud and Google Cloud’s Customer Engagement Suite, providing AI-driven improvements to customer support. Key upcoming features include: Expanding AI-Powered Decision-Making Beyond Gemini, Agentforce will integrate Google Search through Vertex AI, leveraging secure connections between Salesforce Data Cloud and Google BigQuery. This will enable AI agents to access real-time information for improved accuracy and decision-making. For example, in supply chain management, AI can track shipments, monitor inventory in Salesforce Commerce Cloud, and anticipate disruptions using real-time data on weather, port congestion, and geopolitical events. Additionally, joint customers will be able to utilize Salesforce’s unified platform—including Agentforce, Data Cloud, and Customer 360—on Google Cloud’s AI-optimized infrastructure. This integration ensures enhanced security through dynamic grounding, zero data retention, and toxicity detection via the Einstein Trust Layer. Businesses will also soon have the option to purchase Salesforce products via the Google Cloud Marketplace. More AI Innovations from Google and Salesforce Google recently announced the development of a personalized AI-powered chatbot that will be integrated into its devices, including smartphones, laptops, and tablets. This tool will automatically answer calls, process requests, and respond on behalf of users. Meanwhile, Salesforce’s Service Assistant—formerly known as Salesforce Service Planner—has launched on Service Cloud. Designed to support live agents, it generates step-by-step plans for resolving customer inquiries by analyzing intent, case history, and customer context. For optimal performance, Salesforce recommends integrating it with Data Cloud and the contact center knowledge base. With this expanded partnership, Google and Salesforce are setting the stage for businesses to leverage cutting-edge AI technology, driving innovation and operational efficiency across industries. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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Agentforce to the Team

Salesforce Unveils AI-Powered Agentforce for Health

Salesforce Unveils AI-Powered Agentforce for Health to Streamline Healthcare Operations Salesforce is expanding its AI capabilities in healthcare with the launch of Agentforce for Health, a library of ready-made, autonomous AI tools designed to tackle time-consuming administrative tasks for providers, payers, and public health organizations. Unlike traditional AI assistants that require constant human input, Agentforce for Health leverages agentic AI, which can make independent decisions and operate with minimal intervention. This shift could be a game-changer for an industry grappling with labor shortages, burnout, and rising administrative costs—which McKinsey estimates at $1 trillion annually in the U.S. alone. How Agentforce for Health Works The new solution offers a range of AI-powered capabilities, including: By automating these processes, healthcare teams estimate they could save up to 10 hours per week, according to a Salesforce survey released alongside the product announcement. Salesforce’s AI Edge in Healthcare While tech giants like Google (Agentspace) and Microsoft are also investing in AI-driven healthcare solutions, Salesforce differentiates itself through its deep integration with its CRM platform. This allows Agentforce for Health to not only automate tasks but also seamlessly enhance patient engagement and care coordination. Additionally, Salesforce’s Einstein Copilot Health Actions, a conversational AI assistant launched in April, complements Agentforce by enabling interactive AI-driven decision-making for healthcare teams. Availability & Future Rollout Salesforce is rolling out Agentforce for Health’s AI skills through September for clients using its cloud platform. As AI adoption accelerates in healthcare, Salesforce is positioning itself as a key player in helping the industry reduce administrative burdens, improve efficiency, and enhance patient outcomes. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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agetnforce for nonprofits

TDX Announcements for Agentforce

Salesforce Expands Agentforce AI, Strengthening Its Lead in Agentic AI Salesforce’s latest updates to its agentic AI platform, Agentforce, are set to elevate its position in the competitive AI market, potentially outpacing enterprise application rivals and hyperscalers like AWS, Google, IBM, ServiceNow, and Microsoft. The updates, introduced under Agentforce 2dx, enhance orchestration, development, testing, and deployment capabilities. According to Arnal Dayaratna, vice president of research at IDC, these advancements could propel Salesforce ahead of its competition in a manner similar to OpenAI’s early dominance in large language models (LLMs). Agentforce API Expands Platform Extensibility A key enhancement in Agentforce 2dx is the Agentforce API, designed to improve extensibility and facilitate the seamless integration of agentic AI technologies into digital solutions. “Without an API, all AI agentic capabilities remain locked into the Agentforce platform,” explained Jason Andersen, principal analyst at Moor Insights & Strategy. “The API allows enterprises to build apps and agents with whatever they want.” Dion Hinchcliffe, CIO practice lead at The Futurum Group, sees this as a strategic move to drive adoption by removing usage constraints. While companies like Google and Microsoft have already introduced similar APIs, Salesforce differentiates itself by leveraging its deep CRM expertise, customer data, and business logic integration. “AI agents need contextual data to act effectively,” said Hinchcliffe. “While competitors will likely improve their integrations, Salesforce’s extensive background in business logic and automation will be difficult to match quickly.” Accelerating Enterprise Adoption with New Features Beyond the API, Agentforce 2dx includes enhancements like the Topic Center, MuleSoft integrations, Tableau Semantics, and Slack integrations, aimed at simplifying custom agent development, workflow integration, and deployment. Empowering Developers to Scale Agentic AI Salesforce is also focusing on developers with tools that provide greater control over agent creation, testing, and deployment. Key updates include: “Salesforce is encouraging hands-on experimentation, a strategy commonly used by cloud service providers,” said Cameron Marsh, senior analyst at Nucleus Research. Andersen sees this as a bold move in the SaaS market, positioning Salesforce as a direct competitor to Azure, AWS, and Google Cloud, which also offer developer-centric AI tools. Additionally, Salesforce introduced Testing Center, a low-code tool for enterprises to test agents before deployment. Scaling AI Agent Deployments with Confidence Hyoun Park, chief analyst at Amalgam Insights, emphasized the importance of these tools for scaling AI deployments. “One of the biggest challenges in agentic AI is simulating and testing interactions at scale,” Park noted. “With these capabilities, companies no longer need to manually test or build custom tools to manage AI agents.” Proven Market Traction Salesforce reports it has secured 5,000 deals with Agentforce, with customers like The Adecco Group, Engine, OpenTable, Oregon Humane Society, Precina, and Vivint already seeing immediate value. With Agentforce 2dx, Salesforce is reinforcing its leadership in agentic AI, giving enterprises more control, scalability, and integration capabilities to drive innovation in AI-powered automation. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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Agentforce Redefines Generative AI

Agentforce and Commerce Cloud

SharkNinja, a global product design and technology company, is implementing Salesforce’s Agentforce and Commerce Cloud to enhance its global customer service operations. The company, known for its Shark and Ninja brands of household products, aims to scale support across more than 30 markets using autonomous agents. Agentforce will create an AI-powered digital workforce available 24/7 to assist customers with buying processes, product inquiries, troubleshooting, and returns management. This implementation will allow human agents to focus on high-impact interactions while providing tailored support based on customer data and purchase history. The integration of Commerce Cloud will enable SharkNinja to consolidate customer data from multiple sources into a unified view, facilitating more personalized shopping experiences and better tracking of customer engagement across their global customer base. Salesforce (NYSE: CRM), the world’s #1 AI CRM, today announced that SharkNinja, a global product design and technology company, is implementing Agentforce and other Salesforce products, including Commerce Cloud, to drive global growth by scaling its personalized customer service approach with autonomous agents. SharkNinja is a global leader in indoor and outdoor household products, transforming how people cook, clean, and live in homes around the world. As the innovation powerhouse behind two multi-billion-dollar brands — Shark and Ninja — SharkNinja is renowned for its diversified portfolio of cutting-edge products, including Shark vacuum cleaners and beauty tools, as well as Ninja kitchen appliances, such as blenders, air fryers, and ice cream makers. To support its rapid, global growth, SharkNinja is embracing solutions that will scale support and service more efficiently across more than 30 markets while delivering a seamless consumer shopping experience. Agentforce, a new layer on the Salesforce Platform, will enable SharkNinja to easily build and deploy AI agents that can autonomously take action across any business function. With Agentforce, SharkNinja will have an always-on, digital workforce available 24/7 to guide customers through the buying process, answer product questions, troubleshoot issues, and manage returns — streamlining human agent workloads so they can focus on meaningful, high-impact interactions. “Innovation is the driver behind every product SharkNinja creates across our vast portfolio, so it was really important to find a tool that could give us the capabilities needed to be just as innovative across every consumer interaction,” said Velia Carboni, CIO, SharkNinja. “We believe Agentforce is this key to helping us build a community that keeps consumers coming back as we continue to grow and develop new problem-solving innovations that positively impact people’s lives in homes around the world.” “SharkNinja prioritizes quality, innovation, and an exceptional customer experience,” said Adam Evans, EVP & GM of Salesforce AI Platform. “By integrating customer data with service and support functions, Agentforce enables SharkNinja to deliver an exceptional experience at every touchpoint — building customer loyalty and keeping them coming back time and time again.” Agentforce will also help SharkNinja enhance brand loyalty through tailored support interactions that deliver targeted solutions and recommendations based on insights from customer data from previous purchases and service history. SharkNinja will also leverage Commerce Cloud, enabling the company to consolidate customer data from multiple sources into a single, unified view. This integration will enable the delivery of more personalized shopping experiences for each customer. At the same time, having unified touchpoints will allow SharkNinja to more effectively track engagement across its global customer base. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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agentforce digital workforce

How Agentforce Works

Salesforce Agentforce: Everything You Need to Know Salesforce Agentforce represents a paradigm shift from generative AI to agentic AI—a new class of AI capable of autonomous action. Since its launch at Dreamforce in September 2024, Agentforce has redefined the conversation around AI, customer service, and experience management. To meet skyrocketing demand, Salesforce announced plans to hire more than 1,000 employees shortly after the launch. What is Salesforce Agentforce? Agentforce is a next-generation platform layer within the Salesforce ecosystem. While its bots leverage generative AI capabilities, they differ significantly from platforms like ChatGPT or Google Gemini. Agentforce bots are designed not just to generate responses but to act autonomously within predefined organizational guardrails. Unlike traditional chatbots, which follow scripted patterns, Agentforce AI agents are trained on proprietary data, enabling flexible and contextually accurate responses. They also integrate with Salesforce’s Data Cloud, enhancing their capacity to access and utilize customer data effectively. Agentforce combines three core tools—Agent Builder, Model Builder, and Prompt Builder—allowing businesses to create customized bots using low-code tools. Key Features of Agentforce The platform offers ready-to-deploy AI agents tailored for various industries, including: Agentforce officially became available on October 25, 2024, with pricing starting at $2 per conversation, and volume discounts offered for enterprise customers. Salesforce also launched the Agentforce Partner Network, enabling third-party integrations and custom agent designs for expanded functionality. How Agentforce Works Salesforce designed Agentforce for users without deep technical expertise in AI. As CEO Marc Benioff said, “This is AI for the rest of us.” The platform is powered by the upgraded Atlas Reasoning Engine, a component of Salesforce Einstein AI, which mimics human reasoning and planning. Like self-driving cars, Agentforce interprets real-time data to adapt its actions and operates autonomously within its established parameters. Enhanced Atlas Reasoning Engine In December 2024, Salesforce enhanced the Atlas Reasoning Engine with retrieval-augmented generation (RAG) and advanced reasoning capabilities. These upgrades allow agents to: Seamless Integrations with Salesforce Tools Agentforce is deeply integrated with Salesforce’s ecosystem: Key Developments Agentforce Testing Center Launched in December 2024, the Testing Center allows businesses to test agents before deployment, ensuring they are accurate, fast, and aligned with organizational goals. Skill and Integration Library Salesforce introduced a pre-built library for CRM, Slack, Tableau, and MuleSoft integrations, simplifying agent customization. Examples include: Industry-Specific Expansion Agentforce for Retail Announced at the NRF conference in January 2025, this solution offers pre-built skills tailored to retail, such as: Additionally, Salesforce unveiled Retail Cloud with Modern POS, unifying online and offline inventory data. Notable Agentforce Customers Looking Ahead Marc Benioff calls Agentforce “the third wave of AI”, advancing beyond copilots into a new era of autonomous, low-hallucination intelligent agents. With its robust capabilities, Agentforce is positioned to transform how businesses interact with customers, automate workflows, and drive success. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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Salesforce’s AI Energy Score

Salesforce’s AI Energy Score

Salesforce’s AI Energy Score: Setting a New Standard for AI Sustainability Understanding AI’s Environmental Impact As AI adoption accelerates globally, concerns about its environmental footprint have grown. Due to AI’s reliance on power-intensive data centers, the technology consumes vast amounts of energy and water, raising sustainability challenges. To address this, Salesforce, in collaboration with Hugging Face, Cohere, and Carnegie Mellon University, has introduced the AI Energy Score—a pioneering tool designed to measure and compare AI models’ energy efficiency. The AI Energy Score Launch The AI Energy Score will debut at the AI Action Summit on February 10, 2025, where leaders from over 100 countries, along with private sector and civil society representatives, will convene to discuss AI’s role in sustainability. Recognized by the French Government and the Paris Peace Forum, this initiative marks a significant step toward transparent and accountable AI development. “We are at a critical moment where the rapid acceleration of both the climate crisis and AI innovation intersect,” says Boris Gamazaychikov, Head of AI Sustainability at Salesforce.“AI’s environmental impact has remained largely opaque, with little transparency around its energy consumption. The AI Energy Score provides a standardized framework to disclose and compare these impacts, removing a key blocker to making sustainable AI the norm.” What Is the AI Energy Score? Developed in partnership with Hugging Face, Cohere, and Carnegie Mellon University, the AI Energy Score aims to establish clear and standardized energy consumption metrics for AI models. “The AI Energy Score is a major milestone for sustainable AI,” says Dr. Sasha Luccioni, AI & Climate Lead at Hugging Face. “By creating a transparent rating system, we address a key blocker for reducing AI’s environmental impact. We’re excited to launch this initiative and drive industry-wide adoption.” Key features of the AI Energy Score include: ✅ Standardized energy ratings – A framework for evaluating AI models’ energy efficiency✅ Public leaderboard – A ranking of 200+ AI models across 10 common tasks (e.g., text and image generation)✅ Benchmarking portal – A platform for submitting and assessing AI models, both open and proprietary✅ Recognizable energy use label – A 1–5 star system for easy identification of energy-efficient models✅ Label generator – A tool for AI developers to create and share standardized energy labels The Impact of the AI Energy Score The introduction of this score is expected to have far-reaching implications for the AI industry: 🔹 Driving market preference – Transparency will push demand for more energy-efficient AI models🔹 Incentivizing sustainable development – Public disclosure will encourage AI developers to prioritize efficiency🔹 Empowering informed decisions – AI users and businesses can make better choices based on energy efficiency data Salesforce’s Commitment to Sustainable AI Salesforce is leading by example, becoming the first AI model developer to disclose energy efficiency data for its proprietary models under this framework. This aligns with the company’s broader sustainability goals and ethical AI approach. Agentforce: AI Efficiency at Scale Salesforce’s Agentforce platform, introduced in 2024, is designed to deploy autonomous AI agents across business functions while maintaining energy efficiency. “Agentforce is built with sustainability at its core, delivering high performance while minimizing environmental impact,” explains Boris Gamazaychikov.“Unlike DIY AI approaches that require energy-intensive model training for each customer, Agentforce is optimized out of the box, reducing costly and carbon-heavy training.” Organizations are already leveraging Agentforce for impact-driven efficiencies: ✅ Good360 uses Agentforce to allocate donated goods more efficiently, cutting waste and emissions while saving 1,000+ employee hours annually✅ Businesses can reduce operational costs by optimizing AI model energy consumption “Reducing AI energy use isn’t just good for the environment—it lowers costs, optimizes infrastructure, and improves long-term profitability,” says Suzanne DiBianca, EVP & Chief Impact Officer at Salesforce.“We’re proud to work with industry leaders to build a more transparent AI ecosystem.” Addressing the AI Energy Challenge With AI-driven data center power usage projected to double by 2026, the AI Energy Score is a timely solution to help organizations manage and reduce their AI-related environmental impact. “The AI Energy Score isn’t just an energy-use metric—it’s a strategic business advantage,” adds Boris Gamazaychikov. “By helping organizations assess and optimize AI model energy consumption, it supports lower costs, better infrastructure efficiency, and long-term profitability.” As AI continues to evolve, sustainability must be part of the equation. The AI Energy Score is a major step in ensuring that the AI industry moves toward a more responsible, energy-efficient future.: Setting a New Standard for AI Sustainability Understanding AI’s Environmental Impact As AI adoption accelerates globally, concerns about its environmental footprint have grown. Due to AI’s reliance on power-intensive data centers, the technology consumes vast amounts of energy and water, raising sustainability challenges. To address this, Salesforce, in collaboration with Hugging Face, Cohere, and Carnegie Mellon University, has introduced the AI Energy Score—a pioneering tool designed to measure and compare AI models’ energy efficiency. The AI Energy Score Launch The AI Energy Score will debut at the AI Action Summit on February 10, 2025, where leaders from over 100 countries, along with private sector and civil society representatives, will convene to discuss AI’s role in sustainability. Recognized by the French Government and the Paris Peace Forum, this initiative marks a significant step toward transparent and accountable AI development. “We are at a critical moment where the rapid acceleration of both the climate crisis and AI innovation intersect,” says Boris Gamazaychikov, Head of AI Sustainability at Salesforce.“AI’s environmental impact has remained largely opaque, with little transparency around its energy consumption. The AI Energy Score provides a standardized framework to disclose and compare these impacts, removing a key blocker to making sustainable AI the norm.” What Is the AI Energy Score? Developed in partnership with Hugging Face, Cohere, and Carnegie Mellon University, the AI Energy Score aims to establish clear and standardized energy consumption metrics for AI models. “The AI Energy Score is a major milestone for sustainable AI,” says Dr. Sasha Luccioni, AI & Climate Lead at Hugging Face. “By creating a transparent rating system, we address a key blocker for reducing AI’s

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AI evolves with tools like Agentforce and Atlas

Salesforce Atlas

Salesforce Atlas: The Brainpower Behind AI-Driven Transformation A New Era of AI for Enterprise AI is reshaping industries at an unprecedented pace, and agentic AI—AI that can think, plan, and act autonomously—is at the forefront of this revolution. Salesforce is leading the charge with Agentforce, a low-code platform that allows businesses to build, refine, and deploy autonomous AI agents across multiple business functions. At the core of this innovation is Salesforce Atlas, the reasoning engine that empowers Agentforce to tackle complex decision-making tasks just like a human. But Atlas goes further—it continuously learns, adapts, and evolves, setting a new standard for AI-driven enterprises. Let’s explore how Atlas works, its capabilities, and why it’s a game-changer for businesses. Salesforce Atlas: The Reasoning Engine Powering Agentforce Atlas is the intelligent decision-making engine that powers Agentforce’s AI agents. Rather than simply following predefined rules, Atlas evaluates data, refines its approach, and continuously learns from outcomes. When an AI agent encounters a decision point, Atlas asks: ➡️ Do I have enough data to ensure accuracy?✔ If yes, it proceeds with a decision.❌ If no, it seeks additional data or escalates the issue. This iterative learning process ensures that AI agents become more reliable, context-aware, and autonomous over time. Salesforce CEO Marc Benioff teased the potential of Atlas, revealing that: 📊 “We are seeing 90-95% resolution on all service and sales issues with the new Atlas.” That’s a staggering success rate, demonstrating how AI-driven reasoning can transform enterprise efficiency and customer engagement. How Salesforce Atlas Works: The “Flywheel” Process Atlas operates using a structured flywheel process that enables self-improvement and adaptability. Here’s how it works: 1️⃣ Data Retrieval – Atlas pulls structured and unstructured data from the Salesforce Data Cloud.2️⃣ Evaluation – It analyzes the data, generates a plan of action, and assesses whether the plan will drive the desired outcome.3️⃣ Refinement – If the plan isn’t strong enough, Atlas loops back, refines its approach, and iterates until it’s confident in its decision. This cycle repeats continuously, ensuring AI agents deliver accurate, data-driven outcomes that align with business goals. Once a task is completed, Atlas learns from the results, refining its approach to become even smarter over time. The Core Capabilities of Salesforce Atlas Atlas stands out because of its advanced reasoning, adaptive learning, and built-in safeguards—all designed to deliver trustworthy, autonomous AI experiences. 1. Advanced Reasoning & Decision-Making Atlas doesn’t just execute tasks; it thinks critically, determining the best way to approach each challenge. Unlike traditional AI models that follow rigid scripts, Atlas: 🔍 Analyzes real-time data to determine the most effective course of action.📊 Refines its decisions dynamically based on live feedback.🌍 Adapts to changing circumstances to optimize outcomes. At Dreamforce 2024, Marc Benioff demonstrated Atlas’s power by showcasing how it could optimize theme park experiences in real time, analyzing: 🎢 Ride availability👥 Guest preferences🚶 Park flow patterns This real-time decision-making showcases the game-changing potential of agentic AI. 2. Advanced Data Retrieval Atlas leverages Retrieval-Augmented Generation (RAG) to pull highly relevant, verified data from multiple sources. This ensures: ✔ More accurate responses✔ Minimized AI hallucinations✔ Reliable, data-driven insights For example, Saks Fifth Avenue uses Atlas to personalize shopping recommendations for millions of customers—tailoring experiences with precision. 3. Built-in Guardrails for Security & Compliance Salesforce recognizes the importance of AI governance, and Atlas includes robust safeguards to ensure responsible AI usage. 🔐 Ethical AI protocols – Ensures compliance with evolving regulations.🚨 Escalation capabilities – AI knows when to seek human intervention for complex issues.🌍 Hyperforce security – Provides enterprise-grade privacy and security standards. These protections ensure Atlas operates securely, responsibly, and at scale across global enterprises. 4. Reinforcement Learning & Continuous Improvement Atlas doesn’t just process data—it learns from outcomes. 🔄 Refines decisions based on real-world results📈 Optimizes performance over time⚡ Becomes increasingly efficient and tailored to business needs Whether it’s increasing sales conversions, resolving service issues, or optimizing workflows, Atlas ensures AI agents grow smarter with every interaction. Why Salesforce Atlas is a Game-Changer Salesforce Atlas isn’t just another AI tool—it’s the brain behind Salesforce’s next-generation AI ecosystem. With Atlas, businesses can: ✅ Automate complex tasks with AI-driven decision-making.✅ Deliver hyper-personalized customer experiences with confidence.✅ Scale AI-powered workflows across sales, service, and operations.✅ Ensure compliance and trust with built-in governance measures.✅ Adapt AI capabilities to meet evolving business needs. Marc Benioff envisions Atlas as the core of a future where AI and humans collaborate to drive innovation and efficiency. By combining advanced reasoning, dynamic adaptability, and enterprise security, Atlas empowers organizations to work smarter, faster, and more effectively—unlocking the full potential of agentic AI. The future of AI-driven enterprise has arrived. With Salesforce Atlas, businesses can build AI agents that don’t just follow instructions—they think, learn, and evolve. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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AI Agents in Government

AI Agents in Government

AI Agents: A Key to Rebuilding Public Trust in Government Public trust in government services has been in decline for years, but new research from Salesforce suggests that AI agents could play a crucial role in reversing this trend. Citizens worldwide recognize the need for improved government interactions, with 40% reporting difficulties when seeking assistance and over a third unsure of the programs available to them. However, there is strong public support for AI-driven solutions—90% of global respondents indicated they would use an AI agent to engage with their government. AI Agents: A Game-Changer for Public Services The introduction of AI-powered agents presents a transformative opportunity for governments to enhance service delivery, improve response times, and build stronger constituent relationships. With budget constraints making it difficult to expand government workforces, AI agents can augment public servants, allowing them to operate more efficiently without increasing headcount. Imagine a trip to the AI Agent DMV! “It is clear from our research that AI solutions like Salesforce’s Agentforce can help governments streamline and scale services to better meet the needs of their constituents,” says Nasi Jazayeri, Executive Vice President and GM of Public Sector at Salesforce. “As global leaders convene in Davos, we have a tremendous opportunity for the public and private sectors to collaborate and explore how advancements in AI can improve how governments serve their citizens.” Key Findings from Salesforce’s Research Citizens Call for Improved Government Services Growing Public Interest in AI Agents Top Priorities for AI-Driven Government Services When considering AI adoption in public services, global respondents prioritize: The Future of AI in Government As AI technology continues to evolve, its important role in the public sector is becoming increasingly significant. By enhancing accessibility, streamlining processes, and providing real-time assistance, AI-powered agents can help bridge the trust gap between governments and their constituents. With strong public support, governments have a unique opportunity to leverage AI to build more responsive, efficient, and citizen-friendly services—ushering in a new era of digital governance. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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salesforce agentforce ai powered agentic agents

Agentforce 2.0

Salesforce, the leading CRM provider, is set to launch Agentforce 2.0 in February 2025—an AI-powered toolset designed as a “digital labor platform for building a limitless workforce for the enterprise.” Agentforce 2.0 is a comprehensive AI system that enhances teams with autonomous AI agents embedded in everyday workflows. Among its key offerings are AI-driven agents for Sales Development and Sales Coaching, with pricing starting at $2 per conversation. With this release, Salesforce introduces a library of pre-built skills and workflow integrations, enabling rapid customization and seamless deployment within Slack. Marc Benioff, Chair and CEO of Salesforce, stated, “We’re seamlessly bringing together AI, data, apps, and automation with humans to reshape how work gets done. Agentforce 2.0 cements our position as the leader in digital labor solutions, allowing any company to build a limitless workforce that can truly transform their business.” Agentforce 2.0 includes pre-built AI skills across CRM, Slack, Tableau, and partner-developed integrations via the AppExchange. Customers can further extend Agentforce’s capabilities using MuleSoft, enabling low-code workflows that integrate with any system. The release also introduces an enhanced Agent Builder, which interprets natural language instructions—such as “Onboard New Product Managers”—to automatically generate new AI agents. These agents combine pre-made skills with custom logic built directly in Salesforce, offering unmatched flexibility and efficiency. Additionally, Agentforce 2.0 features Tableau Skills for advanced analytics and insights, further empowering businesses to harness AI-driven decision-making. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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Agentforce for Retail

Agentforce for Retail

Salesforce Introduces Agentforce for Retail: A Sector-Specific Skills Library for AI Innovation Salesforce has unveiled Agentforce for Retail, an industry-specific skills library designed to empower retailers to develop AI agents tailored to their unique business needs. This release provides tools for retailers to enhance customer service, assist store associates, and engage customers in innovative ways. For example, AI agents can now automate and streamline processes like order management, guided shopping, and appointment scheduling. While Salesforce had previously launched 100 preconfigured, industry-specific AI agents for the core Agentforce platform, this new retail-focused release represents a shift toward providing specialized tools that enable retailers to build AI agents with greater precision and flexibility. Driving Seamless, Unified Retail Experiences Nitin Mangtani, SVP & GM of Retail at Salesforce, described the vision behind Agentforce for Retail: “Salesforce is helping retailers deliver seamless, unified shopping experiences across both the physical and digital realms of retail, driving productivity advancements and business growth across their entire enterprise.” This move aligns with Salesforce’s broader commitment to delivering sector-specific AI innovations, expanding the Agentforce offering into targeted solutions that meet the distinct demands of industries like retail. Agentforce for Retail: Core Capabilities Commerce Skills for Order Management These skills empower retailers to offer self-service order support, helping reduce costs while boosting customer loyalty. Customers can: Commerce Skills for Guided Shopping Using natural language, customers can receive personalized product recommendations based on behavior, inventory, and operational data. They can also: Field Service Skills for Appointment Scheduling Service representatives can use AI-powered tools to streamline the scheduling of deliveries, installations, or consultations. Real-time availability updates improve efficiency and enhance customer satisfaction. Marketing Skills for Loyalty Promotion Creation Marketers can use conversational prompts informed by shopper data, point-of-sale (POS) insights, and segmentation to design loyalty campaigns. These tools also assist in creating personalized email content and subject lines to drive higher engagement. Retail Cloud with Modern POS: A Complementary Innovation In addition to Agentforce for Retail, Salesforce announced the Retail Cloud with Modern POS, a cloud-based point-of-sale solution designed to unify online and offline shopping experiences. Key features include: The POS system also incorporates AI capabilities such as: Shoppers benefit from flexible fulfillment options, including buy-online-pickup-in-store (BOPIS) and omni-exchanges. Each cart item can have unique fulfillment methods, optimizing supply chain costs while enhancing convenience. Mangtani noted, “Together, AI-fueled digital labor and a modern POS can unlock a new scale of operational capacity for retailers.” The Evolution of Agentforce: A Platform for Digital Labor In late 2024, Salesforce launched Agentforce 2.0, branding it as “The Digital Labor Platform.” This expanded version introduced enhanced capabilities aimed at helping businesses streamline operations and adopt AI-driven automation on a larger scale. Agentforce for Retail builds on this foundation, offering retailers the tools to reimagine customer engagement, boost efficiency, and drive business growth. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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