Salesforce rolled out sweeping enhancements to its AI agent platform Monday, addressing the largest hurdles enterprises face when deploying digital staff at scale: Understanding what these brokers are literally doing and making certain they’ll work securely throughout company programs.
The corporate’s Agentforce 3 launch introduces a complete “Command Heart” that provides executives real-time visibility into AI agent efficiency, plus native help for rising interoperability requirements that enable brokers to attach with a whole bunch of exterior enterprise instruments with out the necessity for customized coding.
The timing displays surging enterprise demand for AI brokers. In keeping with Salesforce knowledge, AI agent utilization has jumped 233% in six months, with greater than 8,000 prospects signing as much as deploy the expertise. Early adopters are seeing measurable returns: Engine lowered buyer case dealing with time by 15%, whereas 1-800Accountant achieved 70% autonomous decision of administrative chat requests throughout peak tax season.
“We now have a whole bunch of reside implementations, if not 1000’s, they usually’re working at scale,” Jayesh Govindarajan, EVP of Salesforce AI, stated in an unique interview with VentureBeat. The corporate has moved decisively past experimental deployments, he famous: “AI brokers are not experimental. They’ve actually moved deeply into the material of the enterprise.”
Adam Evans, EVP and GM of Salesforce AI, stated in a reside occasion on Monday asserting the platform improve: “Over the previous a number of months we’ve listened deeply to our prospects and continued our speedy tempo of expertise innovation. The result’s Agentforce 3, a significant leap ahead for our platform that brings higher intelligence, larger efficiency and extra belief and accountability to each Agentforce deployment.”
How international meals large PepsiCo is main the enterprise AI agent revolution
Among the many firms embracing this expertise is PepsiCo, which is deploying Agentforce as a part of a broader AI-driven transformation of its international operations. In an unique interview with VentureBeat, Athina Kanioura, PepsiCo’s chief technique and transformation officer, described the deployment as essential to the corporate’s evolution in an more and more complicated market.
“As a longtime associate of Salesforce, we acknowledged a chance to holistically combine the way in which we make the most of their platforms throughout our enterprise — particularly because the buyer panorama evolves, commerce turns into extra complicated and the necessity to higher combine our knowledge will increase,” Kanioura informed VentureBeat.
The meals and beverage large, whose merchandise are consumed over a billion instances each day worldwide, sees AI brokers as important for assembly prospects “the place they’re — and within the methods they need to interact with us,” whereas driving backend effectivity by integrating programs and simplifying processes.
PepsiCo’s seven-year relationship with Salesforce has positioned the corporate to maneuver shortly on AI brokers. “We had been enthusiastic about how Agentforce may improve the day-to-day expertise for our subject sellers – streamlining workflows and surfacing smarter insights in actual time,” Kanioura defined.
The lacking piece: Why enterprise AI wants real-time monitoring and management
The Command Heart represents Salesforce’s response to a important hole within the enterprise AI market. Whereas firms have rushed to deploy AI brokers for customer support, gross sales and operational duties, many lack visibility into how these digital staff are performing or impacting enterprise outcomes.
Govindarajan described the problem going through enterprises which have moved past pilot applications: “It’s one factor to construct an AI agent demo, however if you really construct an agentic system and put it in entrance of your customers, there’s a distinct commonplace.” Corporations want instruments to know when AI brokers are struggling and when to convey people into the workflow, he defined.
“Groups can’t see what brokers are doing — or evolve them quick sufficient,” the corporate acknowledged in its announcement. The brand new observability platform gives detailed analytics on agent interactions, well being monitoring with real-time alerts and AI-powered suggestions for optimization.
The system addresses what Govindarajan calls “day two issues” – the operational challenges that emerge after preliminary deployment. “You may have a number of brokers for a number of personas, and also you want to have the ability to observe how that’s really impacting the duty that should get carried out at scale,” he stated. This consists of managing the handoffs between digital brokers and human staff when complicated choices or approvals are required.
The system captures all agent exercise in Salesforce’s Information Cloud utilizing the OpenTelemetry commonplace, enabling integration with present monitoring instruments like Datadog and different enterprise programs. This addresses enterprises’ want to include AI agent oversight into their present operational workflows.
Open requirements and safe integration: How AI brokers join throughout enterprise programs
Maybe extra vital is Salesforce’s embrace of the Mannequin Context Protocol (MCP), an rising open commonplace for AI agent interoperability. The platform will embrace native MCP help, permitting Agentforce brokers to attach with any MCP-compliant server with out customized growth work.
“There’s generic interoperability, after which there’s what we name enterprise-grade interoperability,” Gary Lerhaupt, VP of product structure at Salesforce, defined in an unique interview with VentureBeat. “If it’s not enterprise grade, it’s like glowing untrusted interop.” The important thing distinction, he stated, lies in governance and management mechanisms that enterprise prospects require.
This functionality, working alongside an expanded AgentExchange market, offers enterprises entry to pre-built integrations with over 30 companions together with Amazon Net Companies, Field, Google Cloud, IBM, PayPal and Stripe. Lerhaupt stated the corporate is launching with “north of 20, possibly 25 plus” vetted MCP servers, with companions like PayPal providing invoicing capabilities and Field offering doc entry by means of their MCP implementations.
“In a world filled with AI instruments, Agentforce stood out not only for its first-of-a-kind expertise however how seamlessly it match into our expertise ecosystem, the way in which we work and our AI technique, requirements and framework,” Kanioura stated.
Efficiency enhance: Quicker AI fashions and enhanced safety for regulated industries
Underlying the brand new options is what Salesforce calls an enhanced “Atlas” structure designed for enterprise-grade efficiency and safety. The platform now provides 50% decrease latency in comparison with January 2025, in addition to response streaming for real-time person experiences and computerized failover between AI mannequin suppliers to make sure steady operation.
For regulated industries, Salesforce’s method to internet hosting AI fashions straight inside its infrastructure addresses important safety issues. “With Anthropic, the whole stack will likely be working inside Salesforce infrastructure,” Govindarajan defined. “The calls should not going out to OpenAI, and visitors will likely be working throughout the Salesforce VPC. For regulated industries, that’s what we’ve been engaged on.”
Critically for regulated industries, Salesforce now hosts Anthropic’s Claude fashions straight inside its infrastructure by way of Amazon Bedrock, holding delicate knowledge throughout the Salesforce safety perimeter. The corporate plans so as to add Google’s Gemini fashions later this yr, giving enterprises extra choices for AI mannequin governance.
The platform additionally expands international availability to Canada, the UK, India, Japan and Brazil, with help for six further languages together with French, German, Spanish, Italian, Japanese and Portuguese.
From zero to AI agent: How pre-built business actions velocity enterprise deployment
Recognizing that enterprises want quicker returns on AI investments, Salesforce has constructed greater than 200 pre-configured business actions — with greater than 100 added this summer time alone. These vary from affected person scheduling in healthcare to promoting proposal technology in media, designed to assist firms deploy useful AI brokers shortly fairly than constructing from scratch.
The outcomes show the platform’s maturity. Past 1-800Accountant’s 70% deflection price throughout tax season, Govindarajan cited different manufacturing deployments: “OpenTable sees 73% of all restaurant net queries dealt with by brokers,” and Grupo Falabella, a Colombian customer support operation utilizing WhatsApp, achieved a 71% discount in telephone name visitors in simply three weeks.
The corporate additionally launched extra versatile pricing, together with limitless utilization licenses for employee-facing brokers and per-action pricing that scales with precise AI work carried out fairly than easy dialog quantity.
The brand new digital workforce: What enterprise AI adoption means for enterprise operations
As enterprises more and more view AI brokers as digital workers fairly than easy automation instruments, the stakes for getting deployment proper have by no means been larger. Corporations that efficiently scale AI brokers stand to realize vital aggressive benefits, whereas those who wrestle with governance and oversight danger operational disruptions.
Govindarajan sees basic modifications in how work will get organized: “New roles are rising for individuals who handle a fleet of brokers,” he stated. “A CIO would possibly ask, ‘I’ve seven brokers working in my enterprise, what’s broadly occurring?’ However somebody working a particular advertising agent has a distinct lens on the identical downside.”
Trying forward, Lerhaupt positioned the present second as transformational: “You had the non-public pc, then the Web and now it’s multi-agent,” he stated. He described the evolution from single-agent deployments as “the multi-agent revolution and the flexibility to plug brokers collectively to do exceedingly complicated new kinds of work.”
For PepsiCo, the transformation goes past effectivity positive factors. “AI and expertise are reshaping enterprise operations in ways in which had been as soon as unimaginable,” Kanioura stated. “The work we’re doing with Agentforce is one aspect of PepsiCo’s broader transformation as a related firm, paving the way in which for a extra resilient and adaptive future of labor.”
The aggressive panorama is intensifying as main expertise firms race to ascertain AI agent platforms. When requested about competitors from Microsoft, Google and Amazon, Govindarajan emphasised Salesforce’s integration benefits: “We’re capable of observe the whole cycle of labor throughout the enterprise ecosystem,” he stated. “We will outline flows and interactions within the enterprise, and we’ve been open and extensible in bringing in your knowledge, your actions and orchestrating them successfully.”
The Agentforce 3 platform is mostly out there now, with a number of options together with hosted Anthropic fashions and the total Command Heart rolling out by means of August. However maybe probably the most telling signal of the expertise’s enterprise readiness isn’t within the characteristic record — it’s within the confidence of firms like PepsiCo to wager their digital transformation on AI brokers they’ll lastly see, measure and management.
