The update features a centralized command dashboard, integration with open interoperability standards, and over 100 new plug-and-play use cases designed for sectors such as healthcare, finance, and retail.
This initiative comes at a time when the demand for AI agents is surging. Salesforce reports a staggering 233% increase in usage of these agents on its platform within a mere six months. However, as implementations expand, many companies are grappling with managing their creations.
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“The main barrier for AI agents isn’t their capabilities — it’s about control,” stated Adam Evans, EVP and GM of Salesforce AI. “Agentforce 3 offers companies insight into agent activities, tools for rectifying issues, and the capacity to scale successful operations.”
One Dashboard to Monitor Bots
The standout feature of Agentforce 3 is a new Command Center — a control panel allowing businesses to oversee agent performance in real time, identify errors, and align agent activities with human workflows.
Salesforce asserts that this dashboard will display metrics such as error rates, latency, and escalation frequencies. It integrates seamlessly with monitoring tools like Datadog, Splunk, and Wayfound, built upon the OpenTelemetry standard for end-to-end traceability.
“We can now ascertain what’s effective, optimize in real time, and confidently scale support,” remarked Ryan Teeples, Chief Technology Officer at 1-800Accountant, which utilized Agentforce during the U.S. tax season. “Agentforce addressed 70% of our administrative chat load at peak times — providing significant relief when we needed it most.”
Plug-and-Play AI Agents
Agentforce 3 also introduces the Model Context Protocol (MCP), a new open standard for AI interoperability. Dubbed by Salesforce as “USB-C for AI,” MCP enables businesses to connect agents to external systems without the need for custom coding.
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According to Salesforce, Agentforce now supports over 30 partner integrations directly, including AWS, Google Cloud, IBM, Stripe, PayPal, and Box. Teams can explore and implement these connectors through the enhanced AgentExchange marketplace.
“Salesforce’s inherent support for MCP has provided us with the agility to scale AI agents while ensuring governance,” commented Mollie Bodensteiner, SVP of Operations at Engine.
Under the Hood: Speed, Precision, and Resilience
The latest release operates on an updated architecture called Atlas, which Salesforce claims reduces response latency by 50% and facilitates streaming replies. Agentforce 3 also introduces real-time web searches and inline citations to enhance response accuracy and trackability.
It now hosts large language models like Anthropic’s Claude directly within the Salesforce infrastructure — a feature aimed at high-compliance sectors. Google’s Gemini is anticipated to join the offerings later this year.
Agentforce is also expanding its global footprint, with deployments now available in Canada, the U.K., India, Japan, and Brazil, along with support for six additional languages.
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“In healthcare, we require AI that comprehends nuance and adjusts to complex needs,” shared Tyler Bauer, SVP for Ambulatory Operations at UChicago Medicine. “Agentforce facilitates the automation of routine tasks so our teams can concentrate on what truly matters.”
Salesforce reports that early adopters are already witnessing a positive business impact:
- Engine trimmed customer case handling time by 15%
- Grupo Globo experienced a 22% increase in subscriber retention
- 1-800Accountant automated the majority of its peak-season chat traffic
“We’re leveraging Agentforce to unify our insights and make more informed strategic decisions,” stated Athina Kanioura, Chief Strategy and Transformation Officer at PepsiCo.
Agentforce 3 is now live, featuring new pricing options that allow unlimited usage for employee-facing agents. As per Salesforce, the Command Center and various features will be rolled out in the coming weeks, with public sector customers also gaining access through FedRAMP High-authorized Government Cloud Plus, a U.S. government security standard for cloud solutions.
