Salesforce NYSE: CRM used its Dreamforce keynote to outline an expanded artificial intelligence strategy centered on “AIforce,” a platform the company said is designed to combine enterprise data, applications, AI agents and new interfaces.
The company described AIforce as a way to connect probabilistic AI models with deterministic enterprise data, workflows, permissions and business rules. Salesforce said the approach is intended to help customers access “trapped value” contained in their existing systems and metadata while maintaining governance and security.
Salesforce emphasized that its products are designed with zero data retention, meaning customer data is not used to train other models. The company said its architecture includes four layers: Data 360 for integrating, federating and harmonizing data; applications and business semantics; Agentforce agents; and AI-powered interfaces.
Claude, Slack and Lightning interfaces
Patrick Stokes, Salesforce’s President of Applications and Marketing, demonstrated Claudeforce, an interface built with Anthropic’s Claude Cowork. Stokes said Salesforce customers with Claude Enterprise can activate a Salesforce for Claude plugin, which is currently in open beta through AppExchange.
In the demonstration, Stokes used Claude to create a customized command-center interface that displayed sales pipeline, service activity and marketing data. The interface also allowed users to take actions, including generating and sending Slack messages to sales teams.
“At Salesforce, our product is the trust that all of you, our customers, put in us to hold your data, to hold your workflows, your business processes, your permissions, your security rules,” Stokes said.
Salesforce said AIforce capabilities will appear in multiple products, including Claudeforce for Claude Cowork users, Slackforce for Slack users and Agentforce Coworker in Lightning. The company also said it plans to provide an SDK for customers to build their own AIforce applications.
Marc Benioff said Salesforce has been using its own AI agents internally. He said Hunter and Piper generated $500 million in pipeline in the prior quarter, while Casey had resolved 5 million service conversations on help.salesforce.com. Salesforce also said it has 7,000 users of Claudeforce.
Agentforce expands with prebuilt agents
Salesforce said Agentforce now has more than 30,000 customers and 7 billion agentic work units. Stokes said the company is introducing more out-of-the-box agents intended to be deployed by business users as well as IT teams.
- Hunter: An outbound sales agent intended to pursue leads and generate pipeline.
- Piper: An inbound pipeline-generation agent designed to engage prospective buyers on websites.
- Casey: A customer service agent.
- Paige: An agent for IT and HR service.
- Marshall: An operations agent for processes such as supplier onboarding.
- Fin: A customer agent that Salesforce said is now part of Agentforce and is being used on help.salesforce.com.
In a Siemens demonstration, Katie O’Neill, Salesforce’s Director of Product Marketing, showed Piper engaging a prospective distribution partner, generating a tailored presentation and scheduling a meeting with an aligned Siemens account executive. O’Neill also demonstrated Marshall learning a supplier-onboarding process in an SAP sandbox before executing trusted actions to create and activate a supplier.
Roland Busch, President and CEO of Siemens, said industrial AI must connect probabilistic technology with deterministic systems. “Hallucination does not really work on the shop floor,” Busch said. He added that Siemens is combining enterprise AI with industrial AI to support its sales and service teams.
New model, data and governance offerings
Rohan Kumar, Salesforce’s President of Platform and Engineering, introduced Koa, which Salesforce described as its first CRM reasoning model for Customer 360. Kumar said Koa is designed for long-running agents that handle multiple tasks and complex outcomes, such as determining next steps in sales opportunities or customer-support cases.
Kumar said Koa was trained only on synthetic data and extends NVIDIA’s Nemotron model. “Not a single byte of customer data was used,” he said.
Salesforce also introduced Salesforce Guardian, a security suite that the company said builds on Shield and trusted services. The offering is intended to address agent identity, potentially rogue agents, data classification and data-lifecycle protection.
In addition, Salesforce said it has expanded MuleSoft into Agent Fabric, which is intended to provide IT teams with a single registry for discovering, managing and governing agents from providers including Microsoft Azure, AWS, Google and Agentforce. The company said Agent Fabric will also provide performance, policy-violation and cost-management tools.
Jensen Huang, CEO of NVIDIA, said companies should engage with AI technology rather than risk being left behind. He characterized AI as an additional layer on top of software that can make existing systems more productive and agentic.
Anthropic CEO Dario Amodei said adoption has not yet captured the full potential of AI. He cited an example of Anthropic’s go-to-market leadership using Salesforce data through Claude to assess major deals, risks and sales themes.
Salesforce also highlighted Adecco’s use of Agentforce. Denis Machuel, CEO of Adecco, said agentic AI has helped recruiters save 35% to 40% of their time, allowing them to focus more on conversations with clients and candidates. He said Adecco had placed 20,000 more people year to date through improved conversations.
About Salesforce (NYSE:CRM)
Salesforce, Inc is a cloud-based software company that provides customer relationship management (CRM) technology and related enterprise applications. Its platform helps organizations manage sales, customer service, marketing, commerce, data analytics and business operations through subscription-based software and cloud services.
The company's product portfolio includes Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, Data Cloud and the Salesforce Platform. Salesforce also offers Slack for workplace collaboration, Tableau for data visualization and analytics, MuleSoft for application integration, and artificial intelligence capabilities, including its Agentforce platform for building and deploying AI agents.
Founded in 1999, Salesforce is headquartered in San Francisco, California, and serves businesses and organizations across a broad range of industries and geographic markets worldwide.
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