News from the AI & ML world
DeeperML - #agentforce
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@techinformed.com
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Salesforce is introducing Agentforce for Field Service, a specialized edition of its digital labor platform designed to integrate agentic AI into the field service sector. This new offering features AI agents that aim to augment the jobs of dispatchers and technicians by automating cumbersome tasks like scheduling, reporting, and paperwork. The goal is to free up skilled workers, allowing them to concentrate on crucial activities such as repairs, troubleshooting, and fostering stronger customer relationships. Agentforce aims to improve efficiency and reduce the administrative burden that currently consumes a significant portion of technicians' time.
According to a Salesforce survey, technicians and tradespeople are dedicating a substantial amount of their work week, almost a full day, to low-value administrative tasks such as manual data input and summarizing jobs. This amounts to approximately 30% of a technician's working hours being spent on tasks like information gathering, customer documentation, and permit filings, exceeding the 28% spent on actually delivering services. The heavy administrative workload is contributing to technician burnout, with 81% reporting overtime work to complete these tasks on a monthly basis. The implementation of Agentforce is intended to alleviate these pressures. Salesforce estimates that a company with 1,000 full-time technicians could be losing over $260,000 weekly due to time spent on administrative duties. By automating processes like scheduling, Agentforce aims to address the top efficiency barrier for technicians, as the survey revealed that a significant percentage of appointments do not occur within the scheduled timeframe. The introduction of AI agents is seen as a necessity for maintaining critical infrastructure and meeting consumer expectations, by enabling technicians to focus on their core responsibilities. Recommended read:
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@Salesforce
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Salesforce
, BigDATAwire
Salesforce President and Chief Engineering & Customer Success Officer, Srini Tallapragada, recently addressed the challenges CIOs face when adopting Agentic AI. The increasing interest in AI strategies highlights the critical need for strategic planning and addressing the complexities of integrating Agentic AI into existing enterprise workflows. Salesforce is actively refining its agentic AI platform with a flexible database to meet this growing demand.
Salesforce's agentic AI platform, bolstered by updates to Agentforce, aims to enable more proactive and autonomous AI agents. A key element is providing agents with the necessary context to operate independently. Salesforce emphasizes "topics, instructions, and guardrails" as part of the learning process for these agents, mirroring the onboarding process for human employees. Muralidhar Krishnaprasad, president and CTO of Salesforce, highlighted the importance of teaching agents what to do, emphasizing that data and actions alone are insufficient for success. Recommended read:
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Ryan Daws@Developer Tech News
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Developer Tech News
, Salesforce
SAP has introduced new generative AI capabilities for its Joule AI assistant, aiming to bolster developer productivity within SAP Build solutions. These enhancements are designed to help developers by automating tedious tasks such as debugging errors and dealing with legacy codebases, thus allowing them to transform ideas into code more quickly. SAP is actively embedding AI capabilities across its Business Suite, which includes SAP Build, application development, and automation solutions tailored for extending and creating bespoke business applications.
We’re thrilled to announce new Joule-powered AI capabilities for SAP Build Process Automation and SAP Build Apps. The latest enhancements introduce Joule-powered AI features to SAP Build Process Automation and SAP Build Apps. These enhancements complement the previously announced AI capabilities inSAP Build CodeandABAP Cloud—empowering developers of all skill levels to build more efficiently by leveraging comprehensive, AI-infused developer tools to deliver precise, contextualized outcomes powered by purpose-built, SAP-centric AI models. The company reports strong adoption of its SAP Build solutions, with over 17,000 customers globally now utilizing the platform to build, automate, and innovate more rapidly. Recommended read:
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stclarke@Source
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Microsoft is enhancing its Copilot capabilities by introducing new sales agents designed to streamline the sales process. These agents, accessible through Microsoft 365 Copilot and Microsoft 365 Copilot Chat, aim to help sales teams close deals faster by providing assistance with lead qualification, meeting setup, and customer outreach. The Sales Agent can autonomously work around the clock to grow the sales pipeline, even completing sales for low-impact leads by leveraging CRM data, company information, and web resources.
Estée Lauder is using the Sales Agent to reimagine trend forecasting and consumer marketing. Estée Lauder is also building a generative AI ecosystem with Copilot Studio, Azure OpenAI Service and Azure AI Search to move product to market faster. Vodafone projects to double or triple the number of requests for proposals its sales team can respond to each week. Salesforce has also launched Agentforce 2dx, enabling AI agents to work proactively across enterprise systems without human prompting. This update allows companies to embed agentic AI into workflows, monitor data changes, and initiate processes autonomously. IT leaders at TDX 2025 discussed the impact of AI on their businesses, with some experiencing significant revenue increases with AI implementation. Recommended read:
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Salesforce Newsroom@Salesforce
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Salesforce has launched Agentforce 2dx, embedding proactive agentic AI into workflows and introducing AgentExchange, a marketplace for AI agents. This move positions Salesforce at the center of the projected $6 trillion "digital labor" market. Agentforce 2dx empowers AI agents to proactively engage with users, triggered by data changes, operate autonomously in business processes, and interact through various interfaces, while AgentExchange provides a trusted platform for developing and monetizing AI components.
AgentExchange launches with over 200 partners, including Google Cloud, DocuSign, Box, and Workday, offering pre-packaged agent solutions that streamline implementation. For example, Google Cloud leverages Google Search and Vertex AI to provide real-time data insights, while Workday streamlines employee self-service workflows. Salesforce's push into AI agents aims to transform business operations by automating administrative tasks and boosting productivity. Recommended read:
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@Salesforce
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Salesforce is deploying AI agents in healthcare through Agentforce, designed to accelerate treatment times and improve patient outcomes. These AI agents, with names like Grace, Max, and Tom, are being developed by venture-backed companies to automate tasks such as enrolling participants in clinical trials, ensuring proper post-hospitalization care, and helping doctors quickly understand patient medical histories. Agentforce now includes prebuilt skills to streamline tasks like benefits verification, disease surveillance, and clinical trial recruitment.
These AI agents also aim to alleviate physician burnout by completing administrative tasks and improving care delivery as caseloads increase. The Salesforce-Google partnership is enhancing Agentforce capabilities. Agentforce agents will be able to use Google's Gemini models, allowing agents to work with images, audio, and video, handle more complex tasks using Gemini's multi-modal capabilities and two-million-token context windows, and act using real-time insights and answers grounded in Google Search with Vertex AI. Salesforce Service Cloud will become more tightly integrated with Google Customer Engagement Suite, bringing enhanced AI-enabled contact center capabilities, including real-time voice translation, intelligent agent-to-agent handoffs, personalized agent recommendations, and AI-driven conversational insights across all channels. Recommended read:
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Rhys Fisher@CX Today
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MoneyCheck
, CX Today
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Salesforce has announced significant progress with its Agentforce AI platform, reporting the closure of 5,000 deals since October. CEO Marc Benioff highlighted this milestone during the company’s Q4 2025 earnings call, describing the growth as unprecedented. Among these deals, 3,000 are paid, with companies like Singapore Air, Equinox, and Jacuzzi adopting the platform.
Agentforce is proving to be a valuable asset for Salesforce clients. OpenTable has managed 73% of restaurant web queries with Agentforce, and Goodyear is aiming to reduce repair times through vehicle insights and automated appointment scheduling. Pfizer is deploying Agentforce to enhance customer-facing operations, supporting 20,000 employees. Internally, Salesforce has seen 84% of 380,000 service requests autonomously resolved by Agentforce. Despite this growth, the company projects only a modest revenue contribution from Agentforce in 2025, anticipating a more substantial impact in 2026. Recommended read:
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Jon Swartz@Techstrong.ai
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Salesforce and Google Cloud have signed a significant seven-year agreement worth $2.5 billion to deepen their integration of AI and CRM technologies. This collaboration aims to empower Salesforce customers by enabling them to run Agentforce AI assistants, customer-management software, and data cloud products on Google Cloud's infrastructure. The partnership reflects a mutual effort to enhance AI and CRM capabilities, potentially drawing corporate clients away from competitors like Microsoft.
As part of this expanded partnership, Agentforce will leverage Google's Gemini models. This integration will allow agents to handle more complex tasks using Gemini's multi-modal capabilities, including working with images, audio, and video. Furthermore, agents will gain access to real-time insights and answers grounded in Google Search through Vertex AI, enhancing their ability to provide informed and efficient customer support. Recommended read:
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