Salesforce: AI agents as the next stage of evolution

From supportive AI to an independently operating system

Salesforce is a leading provider of cloud-based CRM software that helps companies connect their sales, service, marketing, and IT teams. With its Customer 360 platform, Salesforce offers a unified view of customer data, enabling personalized experiences for customers. Thanks to integrated artificial intelligence (AI) and automation, companies can make their processes more efficient, improve customer relationships, and optimize business operations. Over 150,000 companies worldwide use Salesforce to achieve their business goals and drive positive change. Agentforce's approach, the use of autonomous AI, is new. Salesforce describes the current development of artificial intelligence as a clear transition from assistant systems to independently acting agents. While AI has primarily functioned as a co-pilot up to now—i.e., providing support for tasks such as text generation, email creation, or product descriptions—the new stage marks a qualitative leap. AI no longer takes on only partial tasks, but entire process chains. The key difference is that these systems don't just provide suggestions, but make operational decisions and execute actions. AI is thus evolving from a tool to an active component of business processes.

Agentforce: AI acts within clearly defined boundaries

With Agentforce, Salesforce is introducing a concept in which AI agents can act independently – but not without limits. Humans define the guidelines within which the system is allowed to operate. These boundaries apply to both decision-making areas and escalation points at which the agent must consult. Within this framework, the agent is able to control processes independently. It decides when to display which information, which communication is appropriate, and which action will make the greatest contribution to achieving the goal – for example, increasing conversion rates, improving customer communication, or supporting sales in the store.

Real-time relevance instead of manual analysis

A key aspect is the speed at which Agentforce works. The moment an interaction with a customer takes place, extensive data is available to the AI. Purchase histories, affinities, previous interactions, digital activities, and even analog touchpoints are included in the evaluation. No human being can analyze this amount of data in such depth or in such a short time. Agentforce uses this information to decide in a fraction of a second which communication is relevant and which information offers the greatest added value at that moment.

Long-term data history as a foundation

Salesforce emphasizes that the decisive advantage lies in the structured database. For many years, companies have been recording customer information in CRM systems – from purchasing behavior and contact history to responses to campaigns. This data is not fragmented, but consistent and structured. Agentforce accesses precisely this history. This creates a holistic picture of the customer that not only takes specific signals into account, but also recognizes correlations over longer periods of time. Additional data sources can also be integrated, such as from social media, technical systems, or external platforms.

Automated processes via AI-driven flows

The logic behind Agentforce is mapped in so-called flows. These flows consist of a series of process steps that define how a task is to be completed. What is new is that these flows no longer have to be created manually. The AI is capable of generating and executing such process chains itself. The human specifies the objectives and framework conditions, while the agent independently goes through the individual steps. At the same time, it remains clear at all times at which points decisions were made and why.

Autonomy with controlled responsibility

A key point in Salesforce's argument is the balance between autonomy and control. Agentforce is not intended to be a completely autonomous system that operates without human supervision. Instead, the user decides how much freedom of decision-making the AI is given. The agent can act independently at defined points, but at others it must involve humans. This combination makes it possible to achieve efficiency gains without completely handing over responsibility to the system.

Scalability across channels

Agentforce is not limited to a single use case. The AI can be used across channels – in marketing, sales, customer service, or brick-and-mortar retail. Wherever decisions have to be made based on complex data, the agent can provide support or take action. The added value is particularly evident in situations where timing and context are crucial. The AI recognizes when a customer is receptive to certain information and plays it out in a targeted manner.

Data-driven communication instead of gut feeling

Another aspect is the move away from purely intuitive decisions. Agentforce does not replace strategic planning, but it does replace operational decisions that were previously based on experience or assumptions. The AI continuously evaluates which measures are effective and which are not. This creates a dynamic system that constantly adapts. Communication is not planned once and for all, but continuously optimized—based on real reactions and measurable results.

Differentiation from classic automation solutions

Unlike conventional automation, Agentforce goes much further. Classic systems follow fixed rules and respond to predefined triggers. Agentforce, on the other hand, evaluates situations contextually and makes decisions based on the situation. This ability to evaluate contextually is what distinguishes pure process automation from intelligent process control. AI does not act rigidly, but adaptively.

Perspective: AI as an active process partner

Salesforce describes Agentforce as the beginning of a new generation of artificial intelligence. AI is no longer just a tool, but an active partner in operational business. It connects data, processes, and communication into a continuous system. This shifts the role of humans away from manual processing toward management, control, and strategic development. Agentforce takes on the operational complexity—within clearly defined limits.