GenAI Democratization: The Agentforce Revolution

Attending Dreamforce in San Francisco for the first time was an inspiring experience for me. After over eight years in the Salesforce ecosystem, I couldn’t have picked a better time to be re-inspired by Salesforce’s innovative mindset.

This year’s event delivered one key message that resonated through all the sessions: the future of AI is here, and it’s being democratized through Salesforce’s newest offering, Agentforce. For organizations, this presents a unique opportunity, but it’s not as simple as flipping a switch. Now is the time to discuss, strategize, and roadmap the next iteration of CRM.

Don’t DIY Your AI

As Marc Benioff highlighted in an interview during Dreamforce, many companies still believe they need to "do it themselves" (DIY) when it comes to AI solutions, but that simply isn’t the case. “This is a shock to them, and it’s exciting for us,” Benioff stated. Salesforce has shifted its focus from building generative AI assistants that rely on user prompts to creating autonomous AI agents that can independently handle tasks such as customer service and scheduling.

Agentforce delivers results that are twice as relevant and 33% more accurate than DIY applications, all while significantly reducing setup time. It is designed to autonomously assist with real business challenges—from managing customer interactions to scheduling sales meetings—without the need for constant human oversight. Benioff has even set an ambitious goal: to help customers deploy a billion AI agents within the next 12 months.

Humans and Agents: Driving Success Together

The true success of Agentforce lies in how it augments human capabilities. It’s not about replacing people; it’s about empowering them. For instance, SimplyHealth has been using Salesforce to transform its customer service. They became the first company to employ generative AI to respond to customer FAQs via email, reducing response time by an impressive 90%. Meanwhile, Heathrow Airport, serving over 80 million passengers annually, has leveraged AI to enhance operations, boost customer satisfaction, and increase digital revenue by 30%.

Salesforce Innovation: Connecting Every Industry

While GenAI and Copilot were the big topics earlier in 2024, Agentforce takes things to the next level. Salesforce is making complex technology accessible—not just as a "nice-to-have" feature but as added value for every type of customer.

Salesforce's Industry Cloud solutions—spanning Financial Services, Manufacturing, Public Sector, and more—were once again recognized by leading analysts such as Gartner and Forrester. These solutions, integrated on a single platform, enable customers to leverage core innovations like Agentforce for industry-specific use cases. During a roadmap session for Manufacturing Cloud, I was blown away by the innovations being rolled out now and in the coming months. Additionally, Agentforce promises a systemic approach with out-of-the-box actions available throughout the Salesforce platform and tailored actions for various industries.

The Road Ahead with Agentforce

While Agentforce represents a significant advancement, deploying it is not as straightforward as flipping a switch. Success requires thoughtful planning, clear use cases, and a robust data strategy to create a roadmap that leads to meaningful impact—rather than just another GenAI proof of concept that never sees the light of day.

At Inetum, our consultants have invested heavily in building knowledge and certifications to support our customers as they adopt Agentforce. We understand that great AI needs great data, and we’re ready to assist you—not just in improving processes, but in truly revolutionizing how you work.

As the AI landscape continues to evolve, businesses must adopt a proactive approach to harnessing its potential. If you’re ready to explore how Agentforce can transform your business, Inetum is here to help you every step of the way.