Going beyond sales: Salesforce unveils office workflow Al agents

Workers can now call on artificial intelligence (AI) agents from tech firm Salesforce to reset passwords, set up new user accounts and answer policy questions.

- Krist Boo Senior Business Correspondent

The San Francisco-based company is letting its customers deploy these bot helpers across workflows, automating sales and customer service to IT incident response and employee onboarding.

The firm launched Agentforce 360, its fourth and latest AI agent platform, over a rapid 12 months, as tech companies race to widen their workflow automation offerings to win the enterprise crown.

Announcing its global roll-out on Oct 14, Salesforce chief executive Marc Benioff said 12,000 of its 150,000 customers have signed up as paying users.

It is the fastest-growing product in the 26-year-old company's history, he added at the company's annual Dreamforce conference, which this year leaned heavily on customer success testimonies.

Salesforce, which now calls itself an agentic enterprise enabler, rather than a customer relations management leader, became the first user of its own platform in October 2024.

It has since handed over 70 per cent of calls to its Al agents.

Mr Benioff said: “Between 20 million and 100 million customers who contacted us in the last 26 years, we didn’t call back. We didn’t have enough people. Just this week, our SDR (Sales Development Representative agent) is calling back 50,000 customers a week.

“This is a moment to start to think about what an agentic enterprise looks like.”