Salesforce bets on “autonomous agents” in companies to lead the third wave of AI

Salesforce has shown in Spain the potential of Agentforce, a new generation of “autonomous agents” available to companies within their CRM (management software), with which they seek to replace the already traditional ‘chatbots’ and lead what they have named as the “third wave of AI”, revolutionizing the way of working within companies.

“We are prepared to deploy autonomous AI agents in all types of companies and in all sectors,” said Enrique Polo de Lara, senior vice president and Country Manager of Salesforce in Spain, in a meeting with the specialized press, emphasizing that It is about “the beginning of a new era, just as happened with the emergence of the Internet.”

“Companies have to be aware that they must base their Artificial Intelligence strategies on solutions like Agentforce, which not only overcome the limitations of ‘chatbots’ and ‘copilots’, but also incorporate all the guarantees of security, scalability and trust.” that organizations need,” he added.

After the emergence of predictive and generative AI, Salesforce executives in Spain speak of the “beginning of the third wave of AI”, a phase in which organizations will focus on deploying autonomous agents that help teams dedicate more time to those tasks that add value to the business.

In this scenario, Salesforce, with its recent Agentforce announcement, which will be generally available from this month of October, says it is in “a privileged position” to accompany companies on this path, being “in a position to offer customers give customers the option to build autonomous agents on top of the CRM platform they already use.

ONLY 11% OF COMPANIES USE AI WELL

A recent Salesforce study highlights that 84% of company CIOs believe that Artificial Intelligence (AI) will be as important to their businesses as the rise of the Internet was in its day. However, only 11% claim to have fully implemented this technology. As obstacles to overcome, they cite a series of technical and organizational challenges, led by security and data infrastructure.

Another recent report referenced by Salesforce indicates that 41 percent of employee time is spent on low-level and repetitive tasks. For this reason, those responsible for the company in Spain trust that these “autonomous agents” will make a difference.

“Work is being transformed and the companies of the future are going to combine their workforce of specialized professionals with autonomous agents, who will not only be able to generate content or suggest answers, but will also be able to manage service, sales, marketing and trade to increase efficiency within a predetermined scope. This way, workers will be able to spend less time on repetitive tasks and focus on adding value,” they say.

At the core of Agentforce is Data Cloud, Salesforce’s data solution, which provides agents with trusted, unified business data in real time and gives them access to the systems they need to operate correctly. It does this through a technical concept called Retrieval Augmented Generation (RAG), which allows LLMs (large language models) to be taught the specific needs of a business.

On the other hand, the new Atlas reasoning engine is the brain of Agentforce. It is based on a patented system that allows Agentforce to reason, make decisions and complete tasks autonomously. This system, combined with a deep integration with the Salesforce platform, makes Agentforce capable of providing “relevant, informed and accurate” responses, the company concludes.