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What Is Salesforce Agentforce?

Agentforce is Salesforce’s new generative AI tool that allows businesses to build AI agents tailored to their specific needs. These custom agents can communicate with customers through a chat interface provided by Salesforce, reusing trusted data from the CRM to offer customer support and even handle sales without human intervention.

Technically, Agentforce is a rebranded and improved version of what used to be called Einstein Co-pilot. The original Salesforce AI models weren’t particularly efficient, so this is Salesforce’s second attempt to fully integrate AI chat functionality into its platform.

Dreamforce 2025

Dreamforce 2025

Agentforce was first unveiled at Dreamforce 2025, where it had a pivotal role as the event’s highlight. It was introduced as a potentially disruptive technology for the industry.

For many years, Dreamforce has typically featured numerous smaller announcements, but this time was different. In what felt like a departure from tradition, an estimated 85% of the event was dedicated to the Agentforce platform and its AI Agent builder.

The focus was clear: demos, real-time showcases, and workshops—all centered around Agentforce. It was a massive moment for the Salesforce platform, signaling how seriously they are betting on AI to reshape the future of customer service efficiency and sales automation.

The Demo of This Service Agent

From the demo we saw, Agentforce was impressive. It’s like having ChatGPT with access to all your internal data, but tailored for sales reps and customers alike. The system provided accurate, knowledgeable answers and was able to resolve user queries rather than just giving canned replies or trying to deflect the case.

One of the key new capabilities is that Agentforce allows for efficient site setup without any coding, using a drag-and-drop editor. Businesses can also create their own agents and set clear goal-setting instructions for the platform. These “Guardrails” act like policies you’d give to a human rep to ensure it follows certain guidelines, avoids specific topics, uses natural language, speaks in a particular tone, and provides consistent answers to frequently asked questions, all while evaluating search queries effectively.

In addition to its online chat agent actions, where it can provide customer support, track orders and make sales, Agentforce autonomous agents will also be available in Slack, Salesforce’s chat platform (similar to Microsoft Teams, but arguably better), and other messaging apps. This integration will allow users to complete daily tasks within Slack, with the added benefit of stronger security and corporate-grade control compared to ChatGPT.

In theory, this could eliminate some of the limitations that corporations currently face with traditional chatbots, which reuse the same environment for all users and have had instances of document leaks.

Is It Really That Good?

Is It Really That Good?

Honestly, we don’t know. Yet.

What we do know is that Agentforce is entirely proprietary to Salesforce, meaning it’s unlikely to be using OpenAI’s technology. Instead, Salesforce has built its own AI infrastructure. 

Interestingly, Salesforce has also announced a strategic partnership with Nvidia to build its own data center to support Agentforce’s data processing needs. For now, Salesforce will use Amazon’s AWS services to scale as they roll out the tool to clients.

In the demo, Agentforce wasn’t limited to text-based conversations. It could also handle voice interactions, similar to what Google showcased with its Gemini assistant a couple of years ago (though Gemini never went mainstream). Over the phone, the Agentforce agent can provide customer support on different service issues, never miss an upsell opportunity, and quickly access relevant data like stock availability, delivery times, and order history to use in real-time during the conversation. This speed advantage may make Agentforce superior to a human being in certain respects.

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    Pricing

    Pricing

    Now, here’s the controversial part. Salesforce is moving away from the traditional user- or seat-based pricing model and instead adopting an outcome-based model. Agentforce agents will be priced at $2 per conversation.

    At the moment, we haven’t seen any commercial agreements, so I can’t provide more details on the specifics of this digital concierge. However, one concern is that many conversations are short, often just a two- or three-message exchange. This could result in skyrocketing bills for companies using the service, including ecommerce sites, as even a brief chat could cost them, impacting their existing investments in customer service solutions.

    In some cases, this could mean the effective price per meaningful conversation ends up being around $10. While that’s still cheaper than employing a U.S.-based agent, it’s more expensive than outsourcing to Eastern Europe or Asia.

    That said, there’s an argument to be made that it might be worth the cost. AI doesn’t take sick leave, doesn’t burn out, doesn’t need constant retraining, and doesn’t quit, but can easily extend your operations by providing factually accurate results. Even if AI pricing ends up being slightly higher than a human’s salary, the lack of overhead and risk, along with the potential for standard volume discounts, could make Salesforce’s billing model seem genius in the long run. We’ll have to wait and see.

    Features

    Features

    When it comes to Agentforce’s features, it’s still a bit tricky to give a full assessment, as we’ve only seen what Salesforce has provided in demos, and haven’t tested it live yet.

    The Agentforce platform is expected to be generally available by the end of October and will have at least the following features:

    • Guardrails: A feature that limits the AI bot to certain preprogrammed scenarios, prevents it from discussing specific topics, provides more detailed answers in certain areas, and restricts access to certain CRM objects.
    • Sales Bot (Sales Agent): This Agentforce bot is designed to sell to leads and customers. It’s trained to handle outreach, follow-ups, and ongoing communication with prospects, offering personalized product recommendations.
    • Support Bot (Service Agent): This bot is built to resolve customer issues by accessing the most relevant data in Salesforce. It can cancel orders, process returns and changes, and answer complex, multi-step questions.
    • Pre-Built Bots for Industries: Ready-made bots for different industry sales clouds that can be used right out of the box.
    • Partner Network: Allows businesses to use bots that have been pre-built by Salesforce’s selected partners.

    This is by no means a comprehensive review, but it should give you data-driven insights into what’s coming. If you want to learn more about how Agentforce and Salesforce Data Cloud work, I strongly suggest subscribing to our newsletter—we’ll definitely provide an update once Agentforce is live.

    If you need help with your existing Salesforce org or are considering implementing CRM, talk to us first. We are an independent consultancy that helps small and medium-sized enterprises implement digital tools for improving customer service efficiency and supporting sales.

    Additionally, if your business wants to be among the first to implement Agentforce autonomous agents, contact us today, and we’ll make sure you’re at the top of the list when the service becomes available. Achieve your business goals now!

    On that note, don’t forget to find me on LinkedIn and follow me for more updates.

    Cheers,

    J.

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      System Thinker, Technology Evangelist, and Humanist, Jeff, brings a unique blend of experience, insight, and humanity to every piece. With eight years in the trenches as a sales representative and later transitioning into a consultant role, Jeff has mastered the art of distilling complex concepts into digestible, compelling narratives. Journeying across the globe, he continues to curate an eclectic tapestry of knowledge, piecing together insights from diverse cultures, industries, and fields. His writings are a testament to his continuous pursuit of learning and understanding—bridging the gap between technology, systems thinking, and our shared human experience.

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