Marc Benioff, chairman and CEO of Salesforce, instructed attendees of the software program provider’s Dreamforce convention in San Francisco that enterprise synthetic intelligence (AI) might want to rise to the extent of shopper AI if “agentic enterprises” are to be constructed.
The client relationship administration (CRM) provider introduced Agentforce 360, a platform described because the “fruits” of its agentic AI work over the previous 12 months, since Benioff positioned a significant wager on it. That is in distinction to co-pilot-based generative AI (GenAI)-based merchandise, similar to Microsoft Copilot.
At Dreamforce 2025, Benioff stated GenAI deployed in a “bolt-on, DIY” method had yielded little to no enterprise worth for firms and different organisations. He advocated a platform strategy the place synthetic intelligence is baked into functions and makes full use of a military of digital brokers working hand in glove with human brokers.
Benioff can also be positioning Slack, a know-how Salesforce acquired in 2020, because the working system (OS) of the so-called agentic enterprise, making it the first conversational interface to agentic AI techniques deployed in organisations.
In a press and analyst convention on the opening day of the occasion, Benioff repudiated a declare that agentic AI adoption solely stands at 8% of Salesforce’s 150,000 prospects. “It’s the fastest-growing know-how in our historical past, and you must bear in mind the hundreds of thousands of Slack prospects,” he stated.
Agentforce 360 connects people, brokers and knowledge on one trusted platform, serving to each worker and each firm obtain greater than they ever thought potential Marc Benioff, Salesforce
Benioff additionally stated prospects are being overwhelmed by the tempo of know-how innovation, and the reply to that’s to take a look at agentic AI adoption amongst “entrance runners”, similar to Salesforce prospects Williams Sonoma, Pandora, PepsiCo, FedEx and Dell.
He additionally disclosed that enterprise know-how theorist Geoffrey Moore has been teaching him via the market adoption of agentic AI.
Within the assertion saying Agentforce 360, Salesforce claimed AI elevates relatively than replaces employees: “In an agentic enterprise, each group operates with 24/7 intelligence. Gross sales leads are by no means missed, service by no means sleeps, and each worker has an AI associate that helps them transfer sooner and make smarter selections. The result’s a brand new period of productiveness, buyer connection and progress.”
Benioff stated: “Agentforce 360 connects people, brokers and knowledge on one trusted platform, serving to each worker and each firm obtain greater than they ever thought potential.”
The platform includes:
An Agentforce 360 Platform, that includes a “conversational builder”, hybrid reasoning for higher management and accuracy, and voice capabilities.
Information 360, styled as a trusted, unified knowledge layer that provides digital brokers enterprise context, utilizing Tableau Semantics.
Buyer 360 apps which can be stated to seize how any organisation sells its services and products, utilizing AI brokers.
Slack as a “conversational interface for people and brokers to work collectively, connecting data, actions and knowledge in actual time”.
The provider cited some buyer validation of its agentic AI know-how, which it stated is utilized by 12,000 prospects.
John Thompson, vice-president of gross sales technique and operations at Reddit, stated its use of Agentforce has deflected 46% of assist circumstances and lower decision occasions by 84%, lowering common response time from 8.9 minutes to 1.4 minutes. “This effectivity lets us present on-demand assist for complicated duties, increase advertiser satisfaction by 20%, and unlock human reps from repetitive questions,” he added.
Pierre Matuchet, senior vice-president of IT and digital transformation at Adecco, stated the recruitment agencydealt with 51% of candidate conversations outdoors of normal working hours with brokers. “Agentforce lets us automate high-volume duties, strategically releasing our recruiters’ time to deal with high quality buyer engagement,” he stated.
And OpenTable’s senior vice-president of worldwide buyer success, George Pokorny, stated it was resolving 70% of diner and restaurant enquiries autonomously. “Agentforce delivered the heat and white-glove service our business calls for. Inside weeks, our restaurant agent dealt with 70% of questions – a marked enchancment over our earlier chatbot,” he stated.
Alongside the announcement of Agentforce 360, Salesforce promoted Slack as the first conversational interface for its software program, saying it’s introducing AI capabilities into Slack toconvey every little thing an enterprise wants into one place.
Slack CEO Denise Dresser stated: “Each firm is asking the place their brokers will reside, how they’ll get context, and the right way to make them helpful. Slack is the reply.”
Salesforce stated:“As a result of Agentforce-powered experiences reside inside your group’s conversations, they perceive who you might be, what you’re engaged on, and what issues most. This shift from static workflows to dynamic, conversational experiences means folks and brokers can work collectively in actual time with all of the context they want.”
Salesforce claimed that Slack is the very best place for all an organisation’s AI instruments as a result of it’s the place groups are already collaborating and dealing.
The provider stated OpenAI, Anthropic, Google, Perplexity, Author, Dropbox, Notion, Cognition, Vercel, Cursor, and others are delivering clever brokers that reside in Slack, bringing insights instantly into an organisation’s workflow.
