Salesforce’s Agentforce AI

In September, Salesforce announced a new AI feature called Agentforce. These agents are designed to make autonomous decisions and perform actions in sales and customer service, such as placing or changing orders, without needing human intervention. The goal is for these agents to form an independent team within a company, distinguishing them from copilots or assistants that merely respond to user inputs.

Just three months later, Salesforce is introducing Agentforce 2.0. This update comes as many customers struggle to create and integrate their own agents for tasks like generating marketing campaigns or setting up a website chatbot. Independent AI that directly communicates with customers can be sensitive and complex.

Skill Library

To assist with this, Salesforce plans to introduce a library of “skills” for sales and marketing, making it easier for users to get started. The Agent Builder tool allows users to search for, access, and integrate these skills as building blocks. It can also suggest relevant skills for specific tasks, helping users quickly develop a complete agent.

For example, if a user inputs a task like “Help with onboarding new product managers,” the Agent Builder will propose and integrate suitable skills to create an agent that connects generic skill guidelines with company data.

According to Salesforce, these skills also support applications like Tableau and Slack. Tableau skills can visualize data and make predictions, while in Slack, they send channel summaries via direct messages. In the Slack messenger, Agentforce summarizes channel content into bullet points.

Pricing and Availability

Agentforce 2.0 is expected to launch in February 2025, with integration into Slack planned for January. Sales-related skills will be priced starting at $2 per conversation.