For 25 years, Salesforce has been at the forefront of innovation across sales, service, marketing, commerce, and analytics. As the AI revolution accelerates, Salesforce continues to explore new ways to harness the technology to drive efficiency and enhance customer satisfaction. At this year’s Dreamforce, Salesforce announced its leadership in the third wave of AI with Agentforce, a suite of autonomous AI agents designed to collaborate with human employees rather than replace them.
During the keynote, Salesforce CEO and Co-Founder Marc Benioff described Agentforce as a groundbreaking advancement.
“Agentforce has to be the biggest breakthrough we’ve ever had in technology. It’s about humans and agents driving customer success together on the Salesforce platform,” Marc said.
Agentforce is transforming customer success by working alongside humans to boost efficiency, scale, and satisfaction across multiple business functions. These AI agents can take action independently, freeing workers to focus on other responsibilities. Unlike traditional chatbots, Agentforce agents handle complex, multi-step tasks without constant human oversight. This shift from generative AI (which creates content from prompts) to autonomous AI (which takes action on its own) mirrors the evolution from driver assistance to fully autonomous vehicles.
Built on the Salesforce platform, Agentforce allows businesses to customize and deploy AI agents rapidly using easy-to-use, low-code tools. Additionally, through the Agentforce Partner Network, businesses can integrate pre-built agents from partners like AWS, Google, and IBM. Companies such as Wiley and Saks are already leveraging these AI agents to enhance efficiency, elevate customer experiences, and scale their operations.
Clara Shih, CEO of Salesforce AI, highlighted the significant impact of Agentforce.
“We’re seeing amazing results: 33% greater accuracy, 2X greater relevance, and these are according to our customers’ benchmarks, not ours.”
Agentforce stands out for its ability to adapt in real-time and seamlessly transition tasks to human employees when necessary. This AI-driven platform helps companies scale without adding headcount and empowers employees to focus on more strategic, high-value work. With a vision of deploying one billion agents by 2025, Salesforce is defining the future of work as a powerful partnership between humans and AI.
Atlas is the advanced reasoning engine behind Salesforce’s Agentforce and is designed to handle complex processes with greater autonomy. It generates action plans based on user roles and refines them using both structured and unstructured data. Atlas operates in a continuous loop, pulling in additional data as needed to meet goals, while adapting through reinforcement learning from human feedback. Key features include:
Atlas enhances customer and employee interactions by delivering precise, relevant, and secure results with continuous learning and adaptability. Its potential to transform business operations was major focus at Dreamforce.
Salesforce launched Tableau Einstein, an AI-driven analytics platform designed to make data insights accessible and actionable for everyone. Built on the Salesforce Platform, Tableau Einstein integrates Agentforce and enables real-time, data-driven decisions by embedding insights directly into daily workflows. As Tableau CEO Ryan Aytay emphasized during the Dreamforce 2024 Tableau keynote, Tableau Einstein is evolving beyond being a simple visualization tool.
“Tableau Einstein will ultimately allow you to deliver autonomous insights and actions. It's not just a standalone visualization tool anymore—it's insight, actions, and a whole lot more,” Ryan said.
The platform empowers employees, from service reps to HR teams, to access customizable dashboards and make strategic decisions without needing deep data expertise. Tableau Einstein offers teams:
Concord’s very own Tableau Visionary, Sean Miller, noted that the new AI features provide Tableau users with unprecedented access to analytics and insights.
“Over the next 12 months, Salesforce customers are going to have access to analytics and insights like never before. For the first time, anyone, regardless of your analytic comfort level, will be encouraged to create their own analytics to answer their questions. And with the forthcoming Tableau marketplace, users will be able to package up the underlying logic and share it with their teams,” Sean said.
Tableau Einstein promotes collaboration, visibility, and agility by offering a flexible analytics solution that’s designed for the future of business intelligence.
Salesforce introduced key innovations in Data Cloud, the core foundation of its platform and the backbone of Agentforce. As businesses face increasing demand for personalized, real-time customer experiences, Data Cloud provides the trusted data essential to delivering these experiences. Recent updates include support for unstructured data like audio and video, a standardized data model for consistent data use, improved search capabilities, real-time data activations, and enhanced security features.
According to Rahul Auradkar, EVP of Data Cloud at Salesforce, customer data is at the heart of success in this new AI-driven era.
"In this new era of AI and Agents, customer data and metadata are the new gold for the enterprise," Rahul explained. "Every day, more companies are using Data Cloud to unify all their data—gathered from customer interactions, product usage, IoT, and social media channels—to gain deeper insights and deliver personalized experiences across all touchpoints."
Data Cloud doesn’t just gather data; it transforms it into actionable insights that build customer trust. By integrating this data seamlessly across Salesforce Customer 360 apps, Agentforce, Flow, and analytics, Data Cloud creates a unified customer profile. With zero-copy technology and MuleSoft connectors, it pulls data from a variety of sources, bringing structured and unstructured data into one secure, consistent view.
Concord’s Client Partner, Chase Porter, emphasized the critical role of Data Cloud in activating data for Agentforce and shared his excitement about its potential.
“Salesforce is going all in on AI…everywhere. Agentforce is becoming an AI-powered enabler throughout the Salesforce ecosystem providing self-serve capabilities to develop automated bots to serve specific roles within defined guardrails. Data Cloud serves as the foundational hub for activating data for Salesforce AI tools and Agentforce, whether as direct storage or access point to existing data lakes through zero-copy ETL. It’s a strong vision with great momentum, and it’s exciting to watch Salesforce dream big on AI and push towards that future for the platform,” Chase said.
Salesforce’s trust-building process is reinforced by real-time data activations and robust governance policies, ensuring that businesses can safely leverage AI to power more meaningful and accurate customer interactions without compromising security. Data Cloud enables companies to act confidently, knowing they are relying on accurate, comprehensive data, which is critical in creating trusted AI-driven customer experiences.
Concord is proud to be a Salesforce partner, helping businesses transition to an AI-driven future. With Agentforce, companies can streamline operations, improve customer outcomes, and scale like never before. Dreamforce 2024 marks the beginning of a new era—are you ready to enhance your workforce with AI? Contact Concord today to learn more about our Salesforce, Tableau, and AI expertise.
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