Salesforce is officially opening a new chapter in its AI strategy by making the Agentforce 360 platform available worldwide. It’s a move that demonstrates how quickly the market for business tools is evolving – from simple generative models to agents capable of taking real action on behalf of the user. Marc Benioff, CEO of Salesforce, emphasises that the platform “brings people, agents and data together on one trusted platform” – and this emphasis on trust is no accident. In the age of AI, brands are not just selling products, they are trying to sell operational peace of mind.
Agentforce 360 already has 12,000 customers, including Reddit, OpenTable and Adecco. This is an important signal: the tool is not an experiment, but a large, mature platform. Companies are looking for ways to make AI not just answer questions, but automate processes – such as customer service, sales or recruitment tasks. In practice, an AI agent can guide a user through a transaction, generate an offer and even make a decision according to a company policy.
In the background, the race to redefine business software continues. Microsoft is developing Copilot, Google is investing in Duet AI and young start-ups are offering specialised agents for CRM or finance. Salesforce, as a SaaS giant, must therefore show that AI is not an add-on, but a new working interface.
An interesting element is the integration with Slack. Employees will be able to call an agent within the chat to collect data, prepare a report or perform a task – without switching between applications. This is the vision of an ‘operational Slack’, where the chat becomes the interface to business processes.
If Agentforce delivers on its promises, it will change the way companies think about productivity: from ‘human + tool’ to ‘human + agent’. The question is no longer whether AI will replace manual processes, but when it will become their default operator.
