AI Agent is the new APP, Salesforce is telling a "trillion-dollar" big story

On the 17th, global enterprise software giant Salesforce released Agentforce 2.0. In just three months from Agentforce 1.0 to 2.0, Salesforce has demonstrated its rapid iteration and significant upgrades in the AI field.

Rather than just a product update, it can be said that Salesforce is outlining a new blueprint for the digital labor market. CEO Marc Benioff stated in a recent keynote speech:

“The overall scale of the digital labor market is not hundreds of billions of dollars, but trillions of dollars.”

Through Agentforce, Salesforce is redefining the concept of software and applications. AI Agents are no longer just tools; they have become new "digital employees" for enterprises, capable of autonomously executing tasks, driving business processes, and creating new business value.

Salesforce is telling a story about a "trillion-dollar" digital labor market, and Agentforce is at the heart of this story.

AI Agents: A Leap from Concept to Application

Salesforce is an American cloud computing company founded in 1999. The company launched Agentforce in September this year to help enterprises automate and optimize business processes such as sales, customer service, marketing, and analytics.

However, as the wave of generative AI sweeps the globe, Salesforce has not stopped there.

In December, Agentforce 2.0 introduced several groundbreaking features, with its core improvement being its enhanced reasoning engine.

This engine is designed to connect enterprise data, business processes, and logic, thereby providing a smarter and more context-aware AI interaction experience. A practical application case is that the Adecco Group utilized the AI agent developed by Agentforce, which improved recruitment efficiency by analyzing the match between candidate skills and job requirements.

Prior to this release, Salesforce had already experimented with this concept through its customer support platform. According to Benioff, the proportion of human interactions in the 32,000 weekly interactions on the help.salesforce.com platform has decreased from 10,000 to 5,000, with 83% of issues resolved by AI agents.

In the demonstration during the launch event, Agentforce was able to match candidates with job standards, such as education level, skills, languages, and location, quickly analyzing a large number of resumes to filter out the best candidates and even automatically schedule interviews.

The Combination of No-Code and Generative AI

Salesforce AI Executive Vice President and Chief Scientist Silvio Savarese stated that this reasoning engine is one of their most challenging developments to date Benioff regards AI Agents as "the most exciting innovation seen in 25 years":

"Agents are the new applications. Build them, test them, and use them."

He believes that AI agents are "the foundational support technology of the robotic era," which will permeate various industries in the future. In healthcare, AI agents can serve as instant care assistants; in retail, they can become personal shopping advisors; in finance, they can provide personalized services to clients as on-demand consultants.

Another major highlight of Agentforce 2.0 is its No-Code feature. Users do not need specialized programming knowledge; they only need to describe their needs in natural language, and Agentforce can automatically generate the corresponding AI Agent. This further lowers the technical barriers to AI applications, enabling businesses of all sizes to quickly deploy and use AI Agents.

The "Trillions of Dollars" Story: The Future of the Digital Labor Market

For a long time, Salesforce has been known for its CRM (Customer Relationship Management) products. But Salesforce's ambitions go far beyond that.

Agentforce not only serves Salesforce's core products but also provides AI Agent solutions for organizations across various industries and business sectors. Take Adecco as an example; even without using other Salesforce products, Adecco can leverage Agentforce to develop AI Agents.

Moreover, Agentforce has achieved cross-platform workflow optimization through deep integration with products like Slack, MuleSoft, and Tableau.

Through MuleSoft, Agentforce can connect various APIs for seamless integration with other systems; through Slack, AI Agents can facilitate communication and streamline tasks; through Tableau, AI Agents can contextualize data and generate more insightful visual reports.

The unification of these features makes Agentforce an indispensable core component of the enterprise-level SaaS ecosystem.

Salesforce is telling a story about a "trillions of dollars" digital labor market, and Agentforce is at the heart of this story