In a highly anticipated event, Salesforce leadership took the stage on a damp September morning in San Francisco to kick off their annual Dreamforce conference with an extensive two-hour session dedicated to artificial intelligence (AI), touted as “the world’s largest AI event.” With more than 1,500 additional sessions scheduled over the next two days, their claim may hold true.
CEO Marc Benioff illuminated details about the previously announced agentic AI platform, Agentforce, which he had been teasing throughout the summer. This innovative service allows AI agents to autonomously manage goals and decisions, empowering users to navigate an increasing array of everyday tasks, far surpassing traditional chatbots. Benioff described it as a transformative technology, integrating AI capabilities directly into the software rather than relying on external add-ons.
“What we’re discussing at this event—and what’s unfolding across our industry—is the incredible evolution of AI,” he stated. “For the past decade at Dreamforce, we’ve highlighted AI’s emergence as an integral part of our future.”
He continued, “As we advanced our models and technology to pioneer AI, we recognized this as a pivotal moment … This is the most significant Dreamforce we’ve ever held. There’s no doubt about it. We’re entering the third wave of AI: the era of agents.”
“Agentforce represents the most substantial breakthrough in our technology to date, and I believe it’s a major advancement in the realm of artificial intelligence,” he added. “It emphasizes collaboration between humans and agents to enhance customer success on the Salesforce platform.”
“We’re not simply providing another model or outsourcing AI engineering. Instead, we’re embedding this remarkable functionality into the platform you already know and love,” he explained, noting the impressive feedback they’ve received from early users.
Customer Testimonials
A selection of customers followed Benioff’s keynote, sharing their plans to utilize Agentforce to foster deeper relationships between human agents and customers, enhancing service delivery and maximizing value from the extensive data analyzed by Agentforce.
Companies like OpenTable and Wyndham Hotels and Resorts envision significant use cases that elevate both dining and hospitality experiences, moving beyond basic chatbot interactions. OpenTable characterized Agentforce as potentially “the most effective support tool Salesforce has ever created.”
Benioff also shared an imaginative vision rooted in his admiration for Disney: he imagined that if a visitor found his favorite ride closed for maintenance, an embedded Agentforce agent in a theme park guide app could tailor an experience by aligning his preferences and previous visits with the current attractions available, prioritizing shorter wait times for similar rides.
In another showcase, Saks Fifth Avenue illustrated Agentforce’s capabilities through a live demonstration where Salesforce executives tested the service while shopping for outfits for the event. They engaged Sophie, an AI customer service agent, with increasingly intricate prompts.
In the concluding demonstration, Salesforce presented how Sophie could facilitate high-touch interactions with high-net-worth clients eyeing luxury items, gathering data from the customer’s purchase history and inviting her to exclusive in-store events with refreshments. When the customer sought additional style advice for an upcoming date, the AI’s built-in restrictions necessitated assistance from Saks’ human staff, demonstrating collaboration with smiles all around.
Marc Metrick, CEO of Saks Global, expressed enthusiasm about collaborating with Salesforce, stating, “We are excited to partner with a technology leader like Salesforce to enhance our ability to cater to luxury consumers’ growing desire for personalized shopping experiences. With Salesforce’s expertise in data and AI, we will be better positioned to provide tailored, seamless experiences for luxury shoppers.”
“Salesforce has been integral to our success in luxury retail, particularly in e-commerce,” he affirmed. “We look forward to deepening our partnership as we advance our objectives.”
Agentforce is set for general availability in October 2024 across all of Salesforce’s industry clouds, including banking, healthcare, public sector, and retail, with over 100 industry-specific prompts prepared for launch.