1. Agentforce
If there’s one solution taking center stage at this year’s World Tour, it’s Agentforce. So much so, in fact, that Salesforce World Tour events have been renamed Agentforce World Tour.
More than a generative chatbot, Agentforce is a tool that allows Salesforce users to create autonomous digital agents able not only to answer user queries, but also tackle tasks almost completely without human intervention.
These agents can be fully customized to handle specific tasks across a whole range of roles and departments, from sales and service to marketing and commerce. Essentially, Agentforce enables customers to augment their workforce with digital assistants—and because they can access enterprise data, they’re able to use context and real-time information to complete their duties.
Since hitting general availability in late 2024, Agentforce has already been adopted by many leading companies, empowering them to deliver faster and more personalized customer experiences while boosting efficiency.
What makes Agentforce’s AI agents different from the GenAI chatbots and copilots we’ve come to know is their autonomy. These agents use advanced reasoning capabilities to make decisions and take action of their own accord, dealing with jobs like resolving customer service cases, qualifying sales leads, and optimizing marketing campaigns without human input. Instead of being told what needs to be done, the agents are called to action by changes in data, business rules, pre-built automations, or signals via API calls from other systems.
Agents can be created and deployed through Agentforce Builder, a studio-type interface that helps users build bespoke agents using low- and no-code tools. As Salesforce itself says, “If you can describe it, Agentforce can do it.” Pre-built agents can also be rolled out instantly to take on a range of industry-aligned use cases.
Salesforce is betting big on Agentforce, touting it as a breakthrough on the digital labor front—a tool that enables “a limitless workforce through AI agents for any department.” According to the company, Agentforce is the real solution for improving productivity with AI, going beyond generic responses and offering a trusted, valuable resource that gets things done.
Expect to hear lots about Agentforce and how it’s paving the way for businesses to tap into the true potential of AI and redefine productivity.
2. AI in Salesforce
Billing itself as the world’s number one AI CRM, Salesforce has more to offer on the AI front than Agentforce. Hoping to sell its extensive AI capabilities to customers, there’ll no doubt be plenty of sessions throughout World Tour London that focus on both the current and upcoming AI functionality baked into the platform.
Customers now have lots of opportunities to use native AI features like predictive AI and generative AI across the Customer 360, though much of the focus is likely to be on how Salesforce users can harness that power to create their own tailored AI experiences.
Salesforce offers tons of out-of-the-box AI tools and services that users can deploy to help solve issues and get work done faster, but the real opportunity with Salesforce AI lies in its customizability. Learn how to develop AI tools that are designed to address your specific business needs, and you’ll really supercharge productivity.
Bring your own device along and look out for hands-on workshops that will show you how to make AI work for your organization.
3. The future of customer engagement
According to Salesforce, we’re entering the agentic era of customer relations. Yep, there’s the A-word again. Envisioning the future of customer engagement as a dynamic collaboration between AI and humans, Salesforce is banking on its transformative Agentforce technology to usher in a new reality for customer service professionals, where humans and autonomous agents work hand-in-hand to deliver faster, more personal, and more effective customer service.
We’re not just talking chatbots here either. Even in the live chat age, 81% of service professionals prefer phone calls when dealing with complex issues, and Salesforce has an AI solution to help the customer service call system run smoother. Agentforce can build voice AI agents using natural language processing (NLP) and machine learning to act as a human customer service representative would, reducing the burden on call handlers and opening the door to even more automation in the CX space.
Self-service will evolve too, Salesforce says, with experiences guided by proactive AI agents that don’t just respond but walk customers through self-service scenarios backed by rich contextual data and smart decision-making capabilities.
Grab a spot at a CX-focused session to find out how Salesforce can help your organization effectively blend its AI agents and its human expertise.
4. Industry-specific AI solutions
If the initial rollout of Agentforce has taught us anything, it’s that Salesforce understands how important industry-specific solutions are to modern business.
The company has already released industry-specific skills libraries to help businesses build agents that meet their unique needs, with Agentforce for Retail hitting the platform in March. That’s in addition to the 100 preconfigured, industry-specific AI Agents that came along with its core Agentforce offering.
Agentforce for Retail gives users access to new skills that equip agents to manage tasks like order management, guided shopping, appointment scheduling, and loyalty promotion creation.
More industry-aligned Agentforce libraries are certainly on the horizon, making it even easier for companies to align their agents with business needs and connect them with important contextual data.
In the meantime, Salesforce has announced the launch of AgentExchange, a marketplace designed to help businesses do even more with agentic AI. Similar to its long-standing AppExchange, the hub showcases prebuilt AI solutions so businesses can find Agentforce functionality that meets their needs fast. Positioned as “a curated selection of trusted and verified AI agents, built by experts,” AgentExchange currently features categories like financial services, manufacturing, retail, healthcare, and life sciences, so users can find industry-specific agentic solutions with just a few clicks.
If you’re interested in how Agentforce can work for your own industry, head to a demo session and become an Agentblazer!
5. New ways to find Salesforce talent
Despite all this talk about a digital workforce, AI is not a silver bullet when it comes to the Salesforce ecosystem’s talent shortage issues. In fact, with complex and transformative tools like Agentforce dropping into the laps of thousands of Salesforce users around the world, the demand for talented people who can make the most of the Salesforce platform and its ever-expanding AI functionality is only going to grow.
As more businesses look to implement AI solutions, demand for AI-experienced talent is already outstripping supply. The number of AI-related job openings has increased by 21% every year since 2019, and research from Salesforce itself found that a massive 60% of public sector IT professionals said there was a shortage of AI skills in the market. And to make matters worse, the AI candidate market has a diversity problem, with men making up 71% of AI talent.
Stubborn problems require innovative solutions, which is why more businesses are turning to new methods of developing Salesforce talent. Faced with talent shortages, stiff competition, and high salaries, Salesforce customers and partners alike are finding the talent they need through talent development programs. These programs are bringing new blood into the ecosystem, equipping them with the latest skills, and placing them within businesses where they continue to learn while they work.
This new method of creating delivery-ready talent is not only providing businesses with much-needed skills, but also removing barriers for budding Salesforce professionals and helping more people seize on the opportunities the space offers.
As a Salesforce Authorized Training Provider, Revolent has been pioneering this talent development and deployment model since 2020, and in that time, it’s delivered countless certified professionals into roles as Salesforce Consultants, Developers, and Analysts.
In fact, Andreas Miyakis, Global Strategic Alliances Senior Manager at Boston Consulting Group had this to say about a recent Revolent training session, “Great job in today’s Salesforce AI Specialist training—impressive teamwork and clear focus made the whole day super productive. We’re already seeing how to work smarter, not harder!”
Come say hello at Agentforce World Tour London and find out more about how we can help you access Salesforce talent with our surprisingly easy, flexible, and cost-effective models.
