Salesforce has rolled out an AI‑powered solution called Agentforce 360, aiming to boost customer‑service and sales teams worldwide. The update turns the company’s cloud platform into an AI‑first experience for agents, giving them everything they need in one place – from automated responses and suggested next steps to analytics that track performance and satisfaction.
“At the heart of Agentforce 360 is the belief that AI should make work easier, not harder,” said Salesforce CEO Marc Benioff at the event. “We’re giving every agent the right data, at the right moment, so they can focus on what matters most: solving people’s problems quickly and smartly.”
What the new tool brings
- Real‑time assistance – Agents see instant suggestions from the AI, reducing the need to switch screens or manually search knowledge bases.
- Automated workflows – Common tasks like ticketing, follow‑up emails and order updates are handled automatically, freeing time for higher‑value work.
- Insights and predictions – The AI flags rising customer sentiment and predicts which issues might turn into churn, allowing teams to act before problems grow.
Salesforce built Agentforce 360 on the same engine behind its Einstein AI, but the new version is positioned as a dedicated “agent‑centered version” that can be used by businesses of any size. The rollout began globally last month, and the company already reports pilot teams see a 25 % drop in average handling time.
Why it matters for businesses
Large enterprises that have relied on Salesforce’s customer‑relationship tools for years now have a deeper AI layer. According to research, companies that adopt AI in customer service enjoy 15–20 % higher customer satisfaction scores and up to 30 % lower service costs. Agentforce 360 claims to deliver those benefits in one, easy‑to‑implement package.
Customers who have tested the platform are pointing out the biggest win: agents no longer need to search a mountain of documents to answer a single question. “We’re getting answers in real time, and our reps are happier because the system does a lot of the heavy lifting,” said one pilot team lead.
Looking ahead
Salesforce isn’t stopping at Agentforce 360. The company plans to add more industry‑specific AI models, such as retail and financial services, and to open its APIs to allow customers to integrate the AI into their own legacy systems. The company expects the launch to drive additional revenue from upgraded subscriptions and new AI‑centric services.
For companies looking to stay ahead in the digital‑customer‑experience race, Salesforce’s latest AI push with Agentforce 360 may turn into a critical advantage—helping teams work smarter and customers get better, faster service.
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