Salesforce has officially launched Agentforce 360, a new platform designed to integrate human employees with artificial intelligence agents across various business systems. The global release, announced at the company’s Dreamforce 2025 conference, marks a significant strategic shift for the customer relationship management giant, moving towards a collaborative environment where AI and human staff work in tandem. The platform aims to enhance human capabilities by automating tasks and providing intelligent insights, ultimately seeking to improve business efficiency and customer experiences.
The development of Agentforce 360 spanned a year of customer testing and four distinct release cycles, which began in October 2024. These preliminary releases were focused on refining the platform’s reasoning abilities, integrating it with existing workflows, and establishing robust governance controls. According to Salesforce Chair and CEO Marc Benioff, the company is entering an “age of the Agentic Enterprise,” where AI will elevate human potential. Benioff stated that Agentforce 360 connects humans, agents, and data on a single trusted platform, enabling employees and companies to achieve more than previously thought possible. The platform is built on the Einstein 1 platform, which provides a foundation of trusted AI.
Core Components and Architecture
Agentforce 360 is composed of four main elements that work together to create a unified system for human-AI collaboration. The core of the new offering is the Agentforce 360 Platform, which provides the tools for building and deploying AI agents. This is complemented by the Data 360 unified data layer, the Customer 360 suite of business process applications, and Slack, which serves as the primary user interface for interaction between humans and AI agents. The platform features a conversational builder that allows teams to construct agents using natural language, simplifying the development process.
The Data 360 layer has been enhanced with Intelligent Context, a feature that enables AI agents to access and understand unstructured content from sources like PDFs. It also incorporates Tableau Semantics to translate complex data into more accessible business terminology. To promote data standardization across the industry, Salesforce is collaborating with Databricks, dbt Labs, and Snowflake on the Customer 360 Semantic Data Model. Additionally, the platform now includes Agentforce Voice, a feature that transforms traditional interactive voice response systems into real-time, conversational experiences.
Integration with Third-Party Systems
A key aspect of Agentforce 360 is its ability to integrate with external AI systems and platforms, fostering a more open and collaborative ecosystem. Salesforce has introduced the Model Context Protocol, which allows Agentforce 360 to connect with third-party AI systems from partners such as Anthropic, Dropbox, and OpenAI. This integration enables businesses to leverage a wider range of AI capabilities within the Salesforce environment. Further extending this collaborative approach, Salesforce has launched an AgentExchange within Slack. This marketplace allows teams to discover and install a variety of AI agents developed by different partners, providing more options for customizing their AI-powered workflows.
In a significant partnership, Salesforce and OpenAI have announced a series of new integrations. Agentforce 360 will be accessible through ChatGPT, allowing users to perform tasks like querying sales records and building Tableau visualizations directly from the ChatGPT interface. Conversely, OpenAI’s latest models, including GPT-5, will be available to Agentforce users for building AI agents and prompts within the Salesforce platform. The collaboration also brings OpenAI’s Agentic Commerce Protocol for Instant Checkout to Agentforce and integrates ChatGPT into Slack.
Early Adopter Success Stories
Several companies that participated in the testing phase of Agentforce 360 have reported significant improvements in efficiency and customer satisfaction. Reddit, for instance, utilized the platform for customer support and was able to deflect 46% of cases, while reducing resolution times from 8.9 minutes to just 1.4 minutes. John Thompson, VP of Sales Strategy and Operations at Reddit, noted that this efficiency has allowed the company to provide on-demand help for complex tasks and has boosted advertiser satisfaction by 20%.
The recruitment firm Adecco found that its AI agents managed 51% of candidate conversations outside of typical business hours, allowing their recruiters to focus on more strategic customer engagement. Similarly, OpenTable successfully resolved 70% of its diner and restaurant inquiries without any human intervention. George Pokorny, SVP of Global Customer Success at OpenTable, praised the platform for delivering the “warmth and white-glove service” their industry demands. Another company, Engine, reported a 15% reduction in handle time, resulting in annual savings of over $2 million.
Expanding AI Capabilities Across Business Functions
Sales and Marketing Automation
Salesforce has embedded conversational AI agents across its core applications for sales, marketing, and service. Agentforce Sales is designed to automate a range of tasks, from prospecting and lead generation to quoting and follow-ups. In the marketing domain, Agentforce Marketing can be used to build and launch entire campaigns, leveraging AI to optimize outreach and personalization. These capabilities are intended to free up sales and marketing professionals from repetitive administrative work, allowing them to focus on more strategic activities.
Enhanced Service and IT Support
For customer service operations, Agentforce Service acts as a command center, managing support inquiries and automating resolutions. Salesforce has also introduced Agentforce IT Service, a solution designed to manage employee technology issues directly within Slack and other conversational interfaces. This is supported by a library of over 100 pre-built connectors to various IT systems. In addition to these general business functions, Salesforce is offering specialized versions of Agentforce 360 for industries such as life sciences, the public sector, and manufacturing, tailoring the AI capabilities to the specific needs of each sector.
The Role of Slack in the AI-Powered Workplace
Slack serves as the central hub for human-AI collaboration within the Agentforce 360 ecosystem. It is the primary interface where employees can interact with AI agents, access data, and initiate actions. Applications like Agentforce Sales and Agentforce IT Service are designed to present information and execute tasks directly within Slack channels, streamlining workflows and keeping users in their primary communication environment.
The native Slackbot has also been redesigned to function as a context-aware assistant, capable of helping users with tasks such as writing and summarizing messages. This enhanced Slackbot leverages the power of the underlying AI models to provide more intelligent and helpful assistance. By integrating AI so deeply into Slack, Salesforce aims to make the process of working with AI agents feel more natural and connected, ultimately improving daily workflows and productivity.
