Salesforce launches Agentforce 2dx to optimise AI workflows

Salesforce has unveiled Agentforce 2dx, the latest iteration of its digital labour platform designed to integrate AI agents seamlessly into business workflows.

Agentforce 2dx enables autonomous AI agents to operate without human oversight, allowing them to be proactively engaged and triggered by data changes in business processes. This iteration aims to optimise efficiency, flexibility, and scalability for organisations incorporating AI technology into their operations. Adam Evans, Executive Vice President and General Manager of Salesforce's AI Platform, commented, "Companies today have more work than workers, and Agentforce is stepping in to fill the gap. By extending digital labour beyond CRM, we're making it easier than ever for businesses to embed agentic AI into any workflow or application to handle routine tasks, augment employees, and connect with customers."

Salesforce is also launching a new set of low-code and pro-code tools to assist developers in configuring, testing, and deploying Agentforce more rapidly. These tools come with advanced analytics, enabling monitoring and optimisation of agent performance through real-time data and guidance. As part of this, the Agentforce Developer Edition provides a free environment where developers can experiment with the platform and Data Cloud, Salesforce's data engine.

The company introduced AgentExchange, a marketplace built into Salesforce that facilitates the deployment of AI agents with community and partner-built actions. AgentExchange aims to accelerate these deployments through a library of ready-to-use templates and actions, also giving partners the ability to list their components for sale in the growing digital labour market. More than 200 partners and numerous ready-made actions will be available upon its launch.

To support businesses already utilising the platform, several companies have shared their experience with Agentforce. OpenTable, for instance, has recorded a 50% improvement in handling restaurant web queries through the platform. George Pokorny, Senior Vice President of Global Customer Success at OpenTable, elaborated, "Three weeks in, it is handling 73% of all restaurant web queries. This is a 50% improvement from our previous tool and we expect this number to further increase once Agentforce is launched to the general audience."

The Adecco Group is using Agentforce to automate resume screening and connect with applicants more effectively, with Greg Shewmaker, Senior Vice President of Global Operations and AI, highlighting its potential to boost efficiency and scalability.

Engine is aiming to achieve nearly USD $1.9 million in annualised benefits, reducing response times for queries and relying on AI agents to handle a significant portion of customer interactions. "With Agentforce, we've built multiple AI agents that power various parts of our business, addressing every stage of the customer lifecycle," explained Elia Wallen, Founder and CEO at Engine.

Precina employs Agentforce to provide AI-driven coaching and support for type 2 diabetes patients, cutting down administrative overheads. John Oberg, Founder and CEO at Precina, stated, "This shift not only enhances patient support but also will help us save an estimated USD $80,000 each year for every 5,000 patients."

The Oregon Humane Society is leveraging MuleSoft to streamline its processes, while Vivint is enhancing its customer service via Agentforce to offer a more seamless customer experience. Ryan Gee, Senior Vice President of Engineering at Vivint, noted, "Agentforce has given Vivint an opportunity to transform the way we interact with our customers."

Salesforce's latest advancements in agentic AI are expected to significantly impact the market, with analysts projecting faster ROI and reduced total cost of ownership. Dion Hinchcliffe, Vice President and Practice Lead at Futurum Group, highlighted the strategic importance of AI and automation, saying, "89% of CIOs identify AI and automation as critical to their digital strategy in 2025, yet 60% of AI projects fail to deliver clear ROI. Agentforce bridges this gap with pre-built workflows that deliver measurable impact fast."