Salesforce drops Agentforce 2.0, brings reasoning AI to enterprise

salesperson On Tuesday, the company unveiled a major upgrade to its artificial intelligence platform, introducing technology that enables AI agents to perform deeper reasoning and take more autonomous actions in enterprise workflows – here’s what the company’s CEO part of an ambitious push for a “digital workforce.”

San Francisco software giant Secret Service 2.0 It represents a major evolution in the way artificial intelligence assistants operate within enterprises, from simple chatbots to artificial intelligence agents capable of understanding complex requests, accessing relevant company data, and completing multi-step tasks independently.

“We are creating a new industry,” Salesforce CEO Marc Benioff said at a press conference announcing the product. “It’s no longer just about managing and sharing information and data. We are digital workforce providers.

How the Atlas Reasoning Engine is powering the next generation of enterprise artificial intelligence

The upgraded platform introduces what Salesforce calls Atlas inference enginewhich enables artificial intelligence agents to perform more complex analysis and decision-making. Unlike traditional artificial intelligence assistants that provide fast responses based on pattern matching, Atlas uses “System 2” Reasoning—a more deliberative approach inspired by psychologist Daniel Kahneman’s research on human thought processes.

“Inference engines should be one of the first things organizations consider when comparing digital workforce options,” said Dr. Claire Cheng, Vice President of Machine Learning and Engineering at Salesforce.

Early results look promising. According to Salesforce, in testing, Agentforce 2.0 achieved 33% greater answer accuracy and doubled response relevance compared to DIY AI solutions.

The company already has the technology deployed internally. exist help.salesforce.comartificial intelligence agents now independently handle 83% of customer support inquiries, and manual escalation issues have dropped by 50% since implementation two weeks ago.

“Suddenly, as CEO, I had to manage not only employees but also agents,” Benioff said. “Today, there is a real agent layer around the platform. This is not a fantasy of the future, this is what is happening now.

Digital Workforce: Key to Solving Global Workforce Challenges

Salesforce moves into the “digital workforce” labor shortage Across industries. As birth rates drop and companies struggle to fill jobs, Benioff sees artificial intelligence agents as a key solution for business growth.

“To unlock GDP growth, we need breakthrough technologies. We must become digital labor providers,” he said. “This is a new horizon for business – a door has opened and business will never be the same.”

The technology is already being used in real-world applications. this Adecco Groupis a global staffing company that is using Agentforce to process millions of resumes and match candidates with opportunities. Digital Tablet Manufacturer excellence Deploying it for customer service and accounting firms 1-800 Accountant AI agents are expected to be used to divert 65% of incoming service requests.

Behind the Technology: Innovation drives Salesforce’s artificial intelligence revolution

Behind the scenes, Agentforce 2.0 introduces several technological advancements. this Atlas inference engine Create detailed semantic understanding of company profiles and processes, enabling more contextual responses.

“We are able to associate each data component with contextual metadata information, which allows us to find a mapping between the data and the corresponding semantics,” explained Silvio Savarese, who leads artificial intelligence research at Salesforce. “This makes responses to user queries more relevant and consistent.”

The platform also introduces enhanced integration with Slack, Salesforce’s workplace messaging platform, allowing employees to work with artificial intelligence agents directly in the communication process.

“If you want these agents to be used, engaged, and you want them to get better over time, putting them where people are already working is critical,” said Rob Seaman, who leads Slack integrations.

Going forward, Salesforce envisions expanding into physical robots, and Benioff announced plans for a “Robotic Power Partner Program” to connect physical robots with the company’s artificial intelligence agent platform.

Trust, Security and the Future: Leading the Enterprise Integration of Artificial Intelligence

For Salesforce, the stakes are high. While the company expects revenue from its traditional software business to hit $38 billion this year, Benioff believes the digital labor market represents a multi-trillion-dollar opportunity.

However, challenges remain, particularly around trust and security. Salesforce emphasizes that its “trust layer”, preventing toxic content and maintaining data privacy while giving customers control over how agents operate within their organization.

“These things act as users – they don’t have god rights or administrator rights,” Seaman noted. “We’re not going to create any loopholes for artificial intelligence to see things it’s not supposed to see.”

As businesses grapple with ongoing labor shortages and productivity challenges, Salesforce is confident that artificial intelligence agents will become an important part of the modern workforce. The company’s vision suggests a future in which human workers working alongside artificial intelligence agents can handle increasingly complex tasks—fundamentally changing the way businesses operate and scale.

“This is the beginning of the beginning,” Benioff said. “When you first start, you see these little things and you try to extrapolate what this could be. It’s an incredible moment.