Artificial Intelligence (AI) and automation are transforming the way brands interact with their customers. This is highlighted by a recent Salesforce study, which reveals that 84% of CIOs consider that AI will be as crucial to their businesses as the Internet was at the time. However, only 11% have fully implemented this technology, facing technical and organizational challenges, mainly in security and data infrastructure.

Salesforce, with its recent launch of Agentforce, is well positioned to help companies in this process, offering the ability to build autonomous agents on top of its CRM platform.

“We see many attractive applications of LLMs, but they often use generic information from the Internet, which can reproduce biases and errors,” says Gonzalo Goñi, Director of Solutions Engineering at Salesforce. “Agentforce integrates AI precisely into each business, using specific CRM data, significantly improving the relevance of its responses.”

An Ecosystem of Partners to Facilitate Implementation

Salesforce has launched the Agentforce Partner Network, the first ecosystem for autonomous AI agents, comprised of companies such as Workday, Amazon Web Services, Box, Certinia, Copado, Coupa, Google, Honeywell, IBM, Zoom and NVIDIA.

This ecosystem allows customers to access pre-designed agents through the “Exchange” App, the Salesforce marketplace, and offers additional functionalities to customize agents according to the needs of each business.

“Our network of partners is essential, and in this third wave of AI, we need to rely on them to take our clients to the next level,” says Marta González, Sales Director of Alliances and Channel Partners. “These alliances allow teams to create and customize their own agents. Our Spanish partners will play a key role in the introduction of Agentforce in the national market.”

Data Driven Transformation

Agentforce represents the future of AI, responding to the demands of companies seeking to compete in the digital market. With it, companies will combine their specialized staff with autonomous agents capable of managing service, sales, marketing and commerce tasks, increasing efficiency and allowing employees to focus on higher-value tasks.

In sectors with seasonal peaks, such as tourism, self-employed agents can efficiently manage requests for information and changes to reservations, avoiding the need to hire and train temporary staff.

At the core of Agentforce is Salesforce’s Data Cloud, which provides real-time, unified business data and access to the systems needed to operate successfully. It uses the Retrieval Augmented Generation (RAG) technique to teach language models the specific needs of a business without having to retrain them from scratch.

Availability

Agentforce will be available starting in October.

Agentforce World Tour Madrid

To showcase the capabilities of Agentforce, Salesforce will host the Agentforce World Tour Madrid on November 12 at IFEMA. Attendees will be able to create autonomous agents customized for their businesses, in an event that promises to be a combination of innovation and inspiration.