Salesforce Announces 'AgentForce 2.0'... "Significant Enhancement of AI Agent Capabilities"

Salesforce announced on the 18th the next-generation version of its autonomous artificial intelligence (AI) agent platform, 'Agentforce 2.0.'

Salesforce's Agentforce is a platform that enables organizational members to utilize autonomous AI agents in customer-facing areas such as sales, customer service, marketing, and commerce. With the Agentforce 2.0 update, Salesforce explained that it has significantly enhanced the capabilities of AI agents, including ▲Slack Agent ▲pre-built skill library ▲improved Atlas inference engine.

Through this update, Salesforce has strengthened integration with Slack, an AI-based intelligent productivity platform. Users can now invoke and converse with AI agents through Slack as if chatting. The AI agents can provide more sophisticated and accurate responses based on past conversations within the channel.

Additionally, 'Agent Builder,' which allows building AI agents tailored to corporate needs, has added features such as Slack Canvas creation and channel message sending. Users can easily utilize AI agents optimized for their work through Slack, thereby improving work efficiency.

Customized functions for each business area have also been expanded. In Agentforce 2.0, Salesforce offers a 'pre-built agent skill library' by improving the features of the previous 1.0 version. Based on this, sales teams can create autonomous AI agents specialized in lead nurturing or receive real-time feedback during conversations with potential customers.

AI skills specialized for business sectors such as marketing campaigns and commerce seller skills, service reservation management skills, and field service worker skills have been added to enhance productivity.

In Tableau, an intelligent data analytics platform, AI agents’ responses can be visualized, and data-driven predictive analysis can be performed.

Moreover, a newly added 'AI Assist feature' enables building AI agents based on natural language. The AI Assist feature helps members instantly create new AI agents with simple natural language descriptions.

The company stated that the performance of the 'Atlas inference engine,' which underpins Agentforce, has been significantly improved to provide more accurate answers even to users' complex questions. The enhanced Atlas inference engine delivers more reliable results through the 'Authentic Loop' technology, where AI agents verify their own answers, and provides responses reflecting the unique characteristics of each company.

Son Buhan, CEO of Salesforce Korea, said, "AI agents will go beyond auxiliary roles to autonomously handle necessary tasks skillfully, taking productivity to a new level. However, rather than developing and operating AI technology independently, it will be more efficient in terms of time and cost to embark on the AI innovation journey with a trusted platform and partners."

He added, "Salesforce Korea is conducting hands-on workshops where customers can directly develop and utilize AI agents, and many businesspeople from various industries and company sizes have already participated in these workshops. We will continue to strengthen efforts to support the AI innovation journey of domestic companies, led by Agentforce 2.0."