Salesforce: How Agentforce 360 Connects Humans & AI Agents

Salesforce has announced the worldwide availability of Agentforce 360, a platform designed to connect human employees with AI agents across business systems.

The release follows a year of development and customer testing, signalling a move for Salesforce from its foundation in customer relationship management software to a system where AI agents and people work in tandem.

Marc Benioff, Chair and CEO at Salesforce, says Salesforce is “entering the age of the Agentic Enterprise – where AI elevates human potential like never before.”

He adds: “Agentforce 360 connects humans, agents and data on one trusted platform, helping every employee and every company achieve more than they ever thought possible.”

The system’s development involved four distinct releases starting in October 2024, which introduced and refined its reasoning capabilities, workflow integration and governance controls ahead of the full launch at the company’s Dreamforce 2025 conference.

Integrating AI agents with data and workflow

Agentforce 360 is comprised of four main elements: the Agentforce 360 Platform for building AI agents, the Data 360 unified data layer, Customer 360 Apps for business processes and Slack, which serves as the user interface.

The platform features a conversational builder, allowing teams to construct agents using natural language.

The data layer, Data 360, now incorporates Intelligent Context, which enables agents to access unstructured content like PDFs and Tableau Semantics for translating data into business terminology.

To promote standardisation, Salesforce is collaborating with Databricks, dbt Labs and Snowflake on the Customer 360 Semantic Data Model.

The platform also adds voice interaction through Agentforce Voice, converting interactive voice response systems into real-time conversational experiences.

AI agents improving business efficiency

Several companies tested the system, with several reporting notable results.

Reddit utilised the platform for customer support, deflecting 46% of cases and reducing resolution times from 8.9 minutes to 1.4 minutes.

“This efficiency lets us provide on-demand help for complex tasks, boost advertiser satisfaction by 20% and free up human reps from repetitive questions,” says John Thompson, VP of Sales Strategy and Operations at Reddit.

Similarly, recruitment firm Adecco reported that its agents managed 51% of candidate conversations outside of typical business hours.

Pierre Matuchet, SVP of IT and Digital Transformation at Adecco, says Agentforce lets the firm automate high-volume tasks, “strategically freeing our recruiters’ time to focus on quality customer engagement.”

OpenTable resolved 70% of its diner and restaurant enquiries without human input.

George Pokorny, SVP of Global Customer Success, says: “Agentforce delivered the warmth and white-glove service our industry demands. Within weeks, our restaurant agent handled 70% of questions, a marked improvement over our previous chatbot.”

Meanwhile, Engine reduced its handle time by 15%, which it states resulted in savings of over US$2m annually.

Elia Wallen, CEO at Engine, says: “Agentforce is a game-changer. Its voice capabilities will let us deliver our unique brand experience directly to customers, creating trusted interactions at scale.”

Slack as the hub for human-AI collaboration

Salesforce has additionally embedded conversational agents across its core sales, marketing and service applications.

This means that Agentforce Sales is designed to automate tasks like prospecting and quoting, Agentforce Marketing can build and launch campaigns and Agentforce Service operates a command centre for support operations.

Salesforce has also released Agentforce IT Service to manage employee technology issues within Slack and other conversational interfaces, supported by over 100 pre-built connectors.

Specific industry versions are available for life sciences, the public sector and manufacturing.

Slack operates as the central interface where employees interact with AI agents and data.

Applications such as Agentforce Sales and Agentforce IT Service present information and carry out actions directly within Slack channels. A redesigned Slackbot functions as a context-aware assistant for tasks like writing and summarising messages.

Through the Model Context Protocol, the platform integrates with third-party AI systems from partners including Anthropic, Dropbox and OpenAI.

An AgentExchange has also been introduced in Slack, allowing teams to find and install agents from a range of partners.

Ryan Teeples, CTO at 1-800Accountant, which achieved a 90% case deflection rate using Agentforce, says: “Agentforce lets us give customers real-time updates, flag savings and arm our pros with pre-built agendas. Our team can now focus on the complex needs of our customers – keeping them successful.”