Salesforce retires Agentforce 2.0, bringing logical AI to the enterprise

salesperson last Tuesday There has been a major upgrade of the artificial intelligence platform. It offers technology that enables AI agents to provide more in-depth reasoning. and act more autonomously across enterprise workflows. It’s part of what the company’s CEO has framed as an ambitious push into “Digital Labor”

San Francisco software giant Agentforce 2.0 It represents a significant evolution in the way AI assistants work within businesses. It moves beyond simple chatbots to AI agents that can understand complex requests. Access relevant company information and work in many steps independently

“We are creating a new industry,” said Marc Benioff, CEO of Salesforce, in a press release announcing the launch. “This is no longer just about managing and sharing information. We are a digital labor service provider.”

How is the Atlas Reasoning Engine powering the next generation of enterprise AI?

The upgraded platform will introduce what Salesforce calls Atlas Reasoning EngineThis allows AI agents to engage in more complex analysis and decision-making. Unlike traditional AI assistants that provide quick responses based on pattern matching, Atlas uses “System 2” reasoning, a more deliberate approach inspired by psychologist Daniel Daniel’s research. Kahneman on the human thought process

“Justification mechanisms should be one of the first factors enterprises consider when comparing digital workforce options,” said Claire Cheng, Ph.D., vice president of machine learning and engineering at Salesforce.

Early results are promising. In testing, Agentforce 2.0 achieved a 33% improvement in response accuracy over DIY AI solutions, while doubling in response relevance, according to Salesforce.

The company has already used this technology internally. help.salesforce.comAI agents now handle 83% of customer support inquiries independently Demotions by staff have decreased by 50% since they went live two weeks ago.

“Suddenly, as CEO, I wasn’t just managing humans. But it also manages agents,” Benioff said. “There is a real agent layer around the platform today, it is not a fantasy of the future. But it is what is happening now.”

Digital Workforce: The Key to Solving Global Workforce Challenges

Salesforce’s push into the “digital workforce” comes amid growth. labor shortage Across industries With the birth rate falling and companies that are struggling to fill positions. Benioff sees AI agents as a critical solution for business growth.

“To unlock GDP growth, we need advanced technology. We have to become a digital workforce provider,” he said. “This is a new frontier for business. The idea is that the door has opened and business will never be the same again.”

This technology is already finding real-world applications at Adecco GroupA global recruiting company is using Agentforce to process millions of resumes and match candidates with opportunities. digital tablet manufacturer You can make a new mark. Used to serve customers while in the accounting office 1-800 Accountant It is estimated that 65% of inbound service requests will be diverted using AI agents.

Behind the Technology: Innovation Powering Salesforce’s AI Revolution

Under the hood, Agentforce 2.0 offers several technical advancements that Atlas Reasoning Engine Create a detailed semantic understanding of company data and processes. This allows for more contextual responses.

“We can associate each data element with contextual metadata. This allows us to find consistent mappings between data and semantic meaning,” explains Silvio Savarese, Head of AI Research at Salesforce. “This allows for more relevant and consistent answers to user questions.”

The platform also introduces improved integration with Slack, Salesforce’s workplace messaging platform, allowing employees to collaborate with AI agents directly in their communication streams.

“If you want these agents to be used, engaged and want them to get better over time. Having them where people already work is important,” said Rob Seaman, who oversees Slack integration.

Looking ahead, Salesforce sees expansion into physical robots, with Benioff announcing plans for “Robot Partner Program” to connect physical robots with the company’s AI agent platform

Trust, Safety, and the Future: Enterprise Integration of AI

For Salesforce, the benefits of this initiative are significant. Although the company expects to have $38 billion in revenue this year from its traditional software business, Benioff believes the digital labor market will provide a trillion-dollar opportunity.

However, challenges remain. Especially regarding trust and security, Salesforce emphasizes “trust layer” that prevents toxic content and maintains data privacy. At the same time, it gives customers control over how agents operate within their organization.

“These things act as users — they don’t have permission from God or administrators,” Seaman said. “We didn’t create a vulnerability for the AI ​​to see things it shouldn’t.”

While various businesses Faced with ongoing labor shortages and productivity challenges, Salesforce is betting that AI agents will become an essential part of the modern workforce. The company’s vision points to a future where human workers work alongside AI agents that can handle more complex tasks. This will fundamentally change the way businesses operate and scale.

“This is the beginning of the beginning,” Benioff said. “When you are at the beginning of the beginning You see these little things and then you try to guess what this is going to be like. This is an incredible moment.”