{"id":51568,"date":"2024-12-21T07:18:00","date_gmt":"2024-12-21T07:18:00","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=51568"},"modified":"2024-12-23T15:17:04","modified_gmt":"2024-12-23T15:17:04","slug":"agentforce-2-0-the-next-evolution-in-digital-labor-platforms","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/agentforce-2-0-the-next-evolution-in-digital-labor-platforms\/","title":{"rendered":"Agentforce 2.0: The Next Evolution in Digital Labor Platforms"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-51572\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/agentforce-2.0.jpg\" alt=\"Agentforce 2.0 by Salesforce\" width=\"598\" height=\"336\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/agentforce-2.0.jpg 598w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/agentforce-2.0-300x169.jpg 300w\" sizes=\"(max-width: 598px) 100vw, 598px\" \/>\n<p><strong>Salesforce has announced Agentforce 2.0: the newest version of\u00a0<a href=\"https:\/\/www.salesforce.com\/agentforce\/\" target=\"_blank\" rel=\"noopener\">Agentforce<\/a>, the first digital labor platform for enterprises \u2014 a complete\u00a0<a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-is-ai\/\">A<\/a><a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-is-ai\/\">I<\/a>\u00a0system for augmenting teams with trusted,\u00a0<a href=\"https:\/\/www.salesforce.com\/agentforce\/autonomous-agents\/\" target=\"_blank\" rel=\"noopener\">autonomous AI agents<\/a>\u00a0in the flow of work. <\/strong><\/p>\n<p>This release introduces a new library of pre-built skills and workflow integrations for rapid customization, the ability to deploy Agentforce in Slack, and advancements in agentic reasoning and\u00a0<a href=\"https:\/\/www.salesforce.com\/agentforce\/\" target=\"_blank\" rel=\"noopener\">retrieval augmented generation (RAG)<\/a>. These advances will enable companies to scale their workforce with customized agents capable of handling complex, multi-step tasks with even more precision and accuracy.<\/p>\n<p><strong>Key Points<\/strong><\/p>\n<ul>\n<li>Agentforce 2.0 is the digital labor platform for enterprises, enabling a limitless workforce through AI agents for any department, assembled using a new library of pre-built skills, and that can take action across any system or workflow<\/li>\n<li>Agentforce 2.0 makes autonomous AI part of every team, empowering every employee to collaborate with Agentforce in Slack<\/li>\n<li>Agentforce 2.0 features enhanced reasoning and data retrieval to deliver precise answers and orchestrate actions in response to complex, multi-step questions<\/li>\n<li>Customers like Accenture, The Adecco Group, Finnair, Heathrow Airport, IBM, Indeed, Saks Global, and SharkNinja are embracing Agentforce to augment their teams with digital labor \u2014 streamlining business operations and unlocking new capacity for growth<\/li>\n<\/ul>\n<p><strong>Why it\u2019s relevant:\u00a0<\/strong>Every team has more work to do than resources available, leading to poorer customer interactions and lengthy backlogs. Organizations are turning to AI to help, but\u00a0<a href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-agents-statistics\/\">have a low tolerance<\/a>\u00a0for inadequate solutions that provide generic responses. Existing solutions such as copilots struggle to provide accurate, trusted responses to complex requests \u2014 such as personalized guidance on a job application \u2014 and cannot take action on their own \u2014 like nurturing a lead with product recommendations. Organizations need a new type of platform designed to supply digital labor in the form of autonomous AI agents that can reason over data and tap into workflows to take action on behalf of overwhelmed teams.<\/p>\n<p>Agentforce 2.0 cements our position as the leader in digital labor solutions, allowing any company to build a limitless workforce that can truly transform their business.<\/p>\n<p><strong>Marc Benioff, Chair and CEO, Salesforce, said:<\/strong><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-full wp-image-51577\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/marc-benioff.jpg\" alt=\"Marc Benioff, Chair and CEO, Salesforce\" width=\"220\" height=\"290\" \/>\u201cAgentforce 2.0 takes our revolutionary Salesforce digital labor platform to another level, with new reasoning, integration and customization features that supercharge autonomous agents with unprecedented levels of intelligence, precision and accuracy. The demand for Agentforce has been amazing \u2014 no other company comes close to offering this complete AI solution for enterprises. We\u2019re seamlessly bringing together AI, data, apps, and automation with humans to reshape how work gets done. Agentforce 2.0 cements our position as the leader in digital labor solutions, allowing any company to build a limitless workforce that can truly transform their business.\u201d<\/p>\n<p><strong>How the Adecco Group Uses Agentforce to Scale Personalized Recruiting with Digital Labor:\u00a0<\/strong><\/p>\n<p>\u201cAt the Adecco Group, we are committed to creating meaningful connections between candidates and opportunities. By centralizing data across over 40 systems with Salesforce\u2019s Data Cloud and leveraging Agentforce, we\u2019re transforming the candidate experience. Agentforce will help prequalify candidates, enhance CVs, and ensure faster job placements. Agentforce agents also operate 24\/7, freeing recruiters to focus on meaningful connections while delivering speed and personalization at scale.\u201d \u2013\u00a0<strong>Greg Shewmaker, Senior Vice President of Global Operations and AI, The Adecco Group<\/strong><\/p>\n<p><strong>New Library of Skills Brings Agentforce to Every Team and Workflow:\u00a0<\/strong><\/p>\n<p>Time and integration challenges make it difficult to build customized agents for individual business teams or departments. Agentforce 2.0 eliminates these barriers with a new library of pre-built agent skills\u200c \u2014 \u200ctasks Agentforce can perform\u200c \u2014 \u200cspanning CRM, Slack, Tableau, and partner-developed skills on the AppExchange. This latest release empowers customers to extend Agentforce to any system or workflow using MuleSoft. It also features an enhanced Agent Builder capable of interpreting natural language instructions, such as \u2018Onboard New Product Managers,\u2019 to auto-generate new agents. These agents seamlessly combine pre-made skills with custom logic built in Salesforce, offering unparalleled flexibility and speed.<\/p>\n<ul>\n<li><strong>New CRM Skills for Agent-First Customer Experiences:\u00a0<\/strong>New skills for sales teams such as Sales Development and Sales Coaching enable the creation of autonomous AI agents that can nurture leads based on your rules of engagement, as well as agents that can join your prospecting calls and provide instant feedback on interactions with customers, helping reps do their best work at massive scale. Additional skills include Marketing Campaign and Commerce Merchant skills, scheduling skills for service engagements, and new skills for field service workers.<\/li>\n<li><strong>Take Action Across Any App or Workflow with MuleSoft:\u00a0<\/strong>MuleSoft now enables Agentforce to get work done across your business. With MuleSoft for Flow, it\u2019s easier than ever to create low-code workflows that span any system, with pre-built connectors for building multi-system workflows fast. As teams look to turn their APIs into Agentforce actions, the new MuleSoft API Catalog enables builders and Salesforce Admins to view, discover, and manage APIs across Salesforce, MuleSoft, Heroku, and any external services from one central location for rapid reuse. And the new MuleSoft Topic Center expands on this by enabling teams to infuse Agentforce metadata into every API they build, ensuring that any point of connectivity can be automatically turned into an Agentforce skill or action, making every API \u201cagent-first\u201d by default.<\/li>\n<li><strong>Tableau Skills for Analytics and Insights:\u00a0<\/strong>New Tableau Topics and Actions deliver data visualizations and predictions for deeper understanding of agent responses and accurate, business context-rich answers using Tableau Semantics. This unlocks new conversational analytics use cases, further lowering the barrier to data access for everyone.<\/li>\n<li><strong>Slack Skills for Engaging in Channels and Conversations:\u00a0<\/strong>With Slack Actions now available in Agent Builder, a team can enhance Agentforce with, for example, the ability to send a DM to provide a summary of what\u2019s happening with a project, or update a Slack Canvas when a customer asks for changes to an ongoing project.<\/li>\n<li><strong>Partner Skills Through the AppExchange:\u00a0<\/strong>Agentforce is backed by the first-ever enterprise ecosystem of agent skills \u2014 enabling customers to extend their Agentforce with custom Topics and Actions ranging from new agent types such as the AI Employee Service Agent with\u00a0<a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2024\/07\/24\/workday-employee-service-agent\/\" target=\"_blank\" rel=\"noopener\">Workday<\/a>, to new, partner-built actions from\u00a0<a href=\"https:\/\/appexchange.salesforce.com\/appxListingDetail?listingId=9775f6f6-ad04-4fff-bcb1-f6ef4a5421e4\" target=\"_blank\" rel=\"noopener\">Asymbl<\/a>,\u00a0<a href=\"https:\/\/salesforce.vidyard.com\/watch\/aWAitsstAigyxyzGC748vE\" target=\"_blank\" rel=\"noopener\">Docusign<\/a>, and\u00a0<a href=\"https:\/\/appexchange.salesforce.com\/appxListingDetail?listingId=eecb4958-b82b-4c40-81f5-bcac3e71f98c\" target=\"_blank\" rel=\"noopener\">Neuron 7<\/a>.<\/li>\n<li><strong>Agentforce Now Recommends Skills for the Work You Need Done:\u00a0<\/strong>Create new agents in seconds using natural language descriptions. Agent Builder now uses Agentforce to compose new agents for the work you need done by auto-generating relevant topics and instructions while pulling from the library of skills and actions already available to you, ensuring teams can go live with new digital labor fast.<\/li>\n<\/ul>\n<p><strong>How Accenture Uses Agentforce to Scale Sales Productivity with Digital Labor:\u00a0<\/strong><\/p>\n<p>\u201cAt Accenture, we embrace emerging technologies first so we can help our clients go fast. Our sales team within Accenture\u2019s Salesforce Business Group and Accenture Song are starting to use Agentforce to automate contact and close plan creation, surface insights through enterprise search, and keep teams aligned with dynamic updates. It\u2019s helping to increase time-to-effectiveness, accelerate decision-making, and is allowing them to focus on delivering innovative solutions for their clients.\u201d \u2013<strong>\u00a0Stephanie Sadowski, Salesforce Business Group lead at Accenture\u00a0<\/strong><\/p>\n<p><strong>Agentforce in Slack \u2014 Humans with Agents Working Together Where Work Happens:\u00a0<\/strong>As organizations look to unlock value from\u00a0<a href=\"https:\/\/www.salesforce.com\/agentforce\/what-are-ai-agents\/?d=cta-body-promo-8\">AI agents<\/a>, they need solutions that are embedded where their employees already are. Agentforce 2.0 is deployable in Slack, bringing customizable digital labor into the messages (DMs) and channels where work happens.<\/p>\n<ul>\n<li><strong>Bring Agentforce to any Message or Channel:<\/strong>\u00a0Agentforce 2.0 enables teams to easily bring Agentforce into any Slack conversation. Slack users can start a conversation directly from the Agentforce Hub, or @ mention Agentforce agents through DMs or in channels, tapping into their digital labor force directly in the flow of work.<\/li>\n<li><strong>New Slack Actions in Agent Builder:<\/strong>\u00a0Agent Builder now features pre-built Slack Actions such as \u201cCreate Canvas\u201d or \u201cMessage Channel\u201d that enable teams to rapidly enhance existing agents or create new ones that can effortlessly engage with your teams in Slack.<\/li>\n<li><strong>Unlock conversational context with Enterprise Search:\u00a0<\/strong>Slack contains a wealth of domain knowledge across DMs, channels, and Canvases that reflect the unique nature of your business. With Slack Enterprise Search, Agentforce can draw from conversational data \u2014 enhancing the relevancy of responses and actions by drawing from public and permissioned information in Slack.<\/li>\n<\/ul>\n<p><strong>How Indeed Uses Agentforce to Scale Personalized Job Seeker Engagement with Digital Labor:\u00a0<\/strong><\/p>\n<p>\u201cIndeed is the world\u2019s leading job site, with three people hired every second through its platform. At the heart of Indeed\u2019s success is its ability to match the 580 million profiles created by job seekers with over 3 million hiring employers. By harnessing the power of Data Cloud, Indeed has enhanced its data architecture, creating a solid foundation for its go-to-market strategies and enhancing connections to its rich job seeker profiles,\u201d said Indeed CIO Anthony Moisant. \u201cBy leveraging Agentforce, Indeed can stay focused on its mission to help people find jobs while advancing its goals, including reducing time-to-hire by 50% and helping 30 million individuals facing barriers to employment secure jobs by fiscal year 2030.\u201d \u2013<strong>\u00a0Anthony Moisant, CIO, Indeed<\/strong><\/p>\n<p><strong>Expert Answers to Complex Questions and Execute Actions with Agentforce 2.0:\u00a0<\/strong>The Atlas Reasoning Engine is the brain behind Agentforce, enabling it to retrieve relevant data, then reason and act. With Agentforce 2.0, Salesforce is introducing enhanced reasoning and retrieval to handle deeply nuanced questions, powered by new capabilities in Data Cloud that fuel Agentforce with greater context \u2014 complementing structured and unstructured data with business-specific metadata for greater accuracy across the most complex, multi-faceted requests.<\/p>\n<ul>\n<li><strong>Enhanced Reasoning with Advanced Retrievers:\u00a0<\/strong>Agentforce\u2019s Atlas Reasoning Engine can now handle a wider variety of interactions, including those with multiple layers that require deeper thought. For example, a question that is straightforward, such as \u201cwhat is the status of my portfolio?\u201d will employ basic reasoning for rapid responses. A deeper question, such as \u201cWhat would be the right investment vehicle for my child\u2019s college fund based on my current income and risk preferences?\u201d would use enhanced reasoning with advanced data retrievers \u2014 improving the answer by refining the query before pulling both relevant data and context-specific metadata in Data Cloud. The Atlas Reasoning Engine assesses its own response and loops through a variety of tools and sources in what\u2019s known as an \u2018agentic loop,\u2019 enabling it to provide a trusted, well-researched response or action to nuanced and more complex requests, and do so without writing custom code.<\/li>\n<li><strong>Enhanced RAG with Enriched Indexing:\u00a0<\/strong>RAG enables Agentforce to quickly find relevant information in unstructured content. To power enhanced reasoning in the Atlas Reasoning Engine, Data Cloud can now enrich RAG chunks \u2014 the snippets of retrieved data \u2014 with metadata from the\u00a0<a href=\"https:\/\/www.salesforce.com\/platform\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noopener\">Salesforce Platform<\/a>. Enriching RAG indexes with metadata context adapts Agentforce 2.0 to the unique conventions of your business without additional work, improving accuracy and relevancy for even the most intricate requests, while increasing trust through inline citations that point to the exact sources Agentforce pulled from to answer a given question.<\/li>\n<\/ul>\n<p><strong>How Salesforce provides faster, more personalized customer support with Agentforce:<\/strong>\u00a0The\u00a0<a href=\"https:\/\/www.salesforce.com\/salesforce-stories\/agentforce-for-customer-support\/\" target=\"_blank\" rel=\"noopener\">Salesforce Help page<\/a>\u00a0receives more than 60 million visits a year from customers who need assistance with product support and account queries. Agentforce on\u00a0<a href=\"http:\/\/help.salesforce.com\/\">help.salesforce.com<\/a>\u00a0provides customers with personalized, 24\/7 service, while seamlessly escalating to human reps with the full case history and context when needed. Since launching in October, Agentforce is now solving 83% of customer queries without a human, has halved the number of issues that require human intervention, and has nearly doubled its average number of weekly conversations.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce has announced Agentforce 2.0: the first digital labor platform for enterprises \u2014 a complete\u00a0AI\u00a0system for augmenting teams with trusted,\u00a0autonomous AI agents\u00a0in the flow of work..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/51568"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=51568"}],"version-history":[{"count":8,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/51568\/revisions"}],"predecessor-version":[{"id":51579,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/51568\/revisions\/51579"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=51568"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=51568"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=51568"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}