Salesforce rolled out Agentforce additions across its Marketing and Commerce Clouds as well as Slack as it harmonizes its platform with AI agents. Salesforce's clouds, Marketing Cloud, Commerce Cloud, Service Cloud and Revenue Cloud will also work natively together.

On Friday, Salesforce outlined its Agentforce efforts, agentic AI agents that will work across the company's unified platform. The technology behind Agentforce was acquired in last year's Airkit.ai purchase. Dreamforce 2024 this week will be focused on showing what Agentforce can do.

With Agentforce, Salesforce is hitting an ongoing theme across enterprise software. Simply put, the AI agent bandwagon is about to get crowded.

Here's a look at Saleforce's platform and stack.

And the Dreamforce updates:

Commerce Cloud

Commerce Cloud gets a unified experience as it now runs on one single platform. Salesforce added that it will also add autonomous Agentforce Agents for merchants, buyers and shoppers. The Commerce Cloud updates are designed to appeal for B2C, direct to consumer and B2B commerce.

A look at the Agentforce agents, which are grounded in Data Cloud and can manage product recommendations and order lookups without human intervention:

  • Merchant aims to assist ecommerce merchandisers with promotions, site setup, goal setting, product descriptions and insights.
  • Buyer will help buyers find products, purchase and track orders via chat or portals.
  • Personal Shopper acts as a concierge on ecommerce sites.

Agentforce Merchant will be generally available in October with Personal Shopper and Buyer in beta.

The AI agents are the headliner, but Salesforce also added a series of new features to Commerce Cloud including In-Store Inventory Planning, Buy with Prime, and an enhanced Salesforce Checkout.

Salesforce also said it has expanded its partnership with Stripe to expand Salesforce Payments and express checkout methods. Customers will be able to connect their own Stripe accounts to Salesforce Payments in February.

Marketing Cloud

Salesforce said it will launch a new addition of Marketing Cloud with AI capabilities. Marketing Cloud Advanced will be able to connect marketing efforts across sales, service and commerce workflows.

Marketing Cloud Advanced includes:

  • Agentforce personalization in multiple languages.
  • Automation across teams with Salesforce Flow.
  • Unified SMS conversations across Marketing, Commerce and Service clouds.

Agentforce for Marketing will get Campaign Optimizer automates, analyzes, generates and optimizes marketing campaigns. Agentforce will also personalize engagement by customer.

Einstein Marketing Intelligence will also be a one-stop dashboard to manage and optimize campaign performance with automated data prep, transparency into budgets and integration with Tableau to visualize performance.

Tableau will be able to provide insights for every agent and app with a new Data Cloud semantic layer. Additions will feature unified apps and marketplace, drag and drop VizQL visualization and shareable semantic models and metrics.

Slack

Salesforce launched Agentforce in Slack with a new interface that enables conversations to include insights, data and actions.

In addition, Slack will get integration with third-party AI agents from Adobe, Anthropic, Cohere and Perplexity.

Salesforce is also adding channels so Salesforce CRM can be tied to records in Slack conversations.

Other items include:

  • Slack AI will have huddle notes, and simplified automation experience.
  • Slack will get collections of templates, canvases and workflows for channels.
  • Agentforce will pull in CRM insights directly into Slack.
  • Amazon Q Business will also be integrated with Slack as will Asana, Box and Workday.

Business Research Themes

Data to Decisions, Future of Work, Marketing Transformation, Matrix Commerce, Next-Generation Customer Experience

Roles

Chief Customer Officer, Chief Data Officer, Chief Information Officer, Chief Marketing Officer, Chief Revenue Officer

Tags

#analytics #GenAI @Salesforce, AI agents