Salesforce is globally launching Agentforce 360, an AI-powered customer service platform designed to enhance agent productivity and personalize customer experiences. The announcement was made at Dreamforce 2025, introducing the concept of the "Agentic Enterprise," where AI elevates human capabilities rather than replacing them.
What is Agentforce 360?
Agentforce 360 is an AI agent platform designed to help humans and AI work together. It integrates AI agents directly into business workflows, using tools like Slack and Salesforce CRM. CEO Marc Benioff stated that Agentforce 360 connects humans, agents, and data on one platform, enabling employees and companies to achieve more. Salesforce has invested $15 billion in San Francisco to support AI innovation and workforce development, including a new AI Incubator Hub.
Key Features and Capabilities
Agentforce 360 combines several key components:
- Agentforce 360 Platform: The foundation of Agentforce, featuring a conversational builder, hybrid reasoning, and voice capabilities. Agentforce Builder is a low-code studio that allows teams to design, test, and deploy agents using natural language.
- Data 360 (aka Data Cloud): This provides agents with business context by activating structured and unstructured data. Intelligent Context allows agents to access unstructured content like PDFs.
- Customer 360 Apps: Salesforce apps now embed conversational agents that can act directly in business workflows. This includes Agentforce Sales, Marketing, Service, and Field Service.
- Slack Integration: Slack is now the primary workspace for interacting with AI agents and customer data. Users can query data and complete tasks directly through chat.
Specific features include:
- Agentforce Voice: Transforms IVR systems into natural, real-time conversations with low-latency transcription and realistic speech synthesis. It supports integrations with Amazon Connect, Five9, NICE, and Vonage.
- Hybrid Reasoning and Agent Script: Combines deterministic workflows with flexible LLM reasoning for predictable and compliant agent behavior. Agent Script allows developers to program AI behavior using "if/then" logic.
- Multi-Model Reasoning: Integrates reasoning models from OpenAI, Anthropic, and Google Gemini, allowing agents to "think before responding".
- Personalized Voice Agents: Each agent speaks in a voice aligned to the company's brand, trained on its data and contextual knowledge.
- Automated Context Extraction: Converts unstructured documents into actionable data.
Benefits and Impact
Agentforce 360 aims to improve agent productivity, enhance customer experience, and reduce operational costs. By automating repetitive tasks and providing a centralized system for managing interactions, agents can focus on complex issues. This leads to faster response times, streamlined case resolution, and personalized experiences.
Salesforce claims that Agentforce 360 saves the company approximately $100 million annually. CEO Marc Benioff noted that AI tools have helped identify over $60 million in potential business and enabled the company to reach previously overlooked customers.
Early adopters of Agentforce 360 have reported measurable gains:
- Reddit automated 46% of support cases, cutting resolution time from 8.9 to 1.4 minutes.
- OpenTable now resolves 70% of customer support cases autonomously.
- Adecco uses AI agents to handle half of all candidate interviews outside business hours.
The Agentic Enterprise
Salesforce envisions a future where AI elevates human potential. In this "Agentic Enterprise," every team operates with 24/7 intelligence, with AI partners assisting employees. Salesforce apps embed conversational agents that can act directly in business workflows.
Looking Ahead
Agentforce 360 is expected to expand through Salesforce's AppExchange, allowing developers to build industry-specific agent modules. Salesforce is positioning itself as a central platform for trusted enterprise automation. The company already has 12,000 customers for Agentforce 360, including Reddit, OpenTable, and Adecco.
