Salesforce Says Agentforce Will Lead the Third AI Revolution

Salesforce CEO Marc Benioff told media on the eve of the company's upcoming Dreamforce annual conference that the Agentforce platform will kick off the third wave of the global revolution in AI development.Benioff emphasized that Agentforce dramatically improves the accuracy of AI technology, making it a key tool for organizations to improve their automated customer service capabilities.

In particular, he mentioned that Disney is already using the Agentforce platform to guide visitors at its theme parks, and that the platform is twice as accurate as earlier AI technologies. Healthcare services giant Kaiser Permanente also relies on Agentforce to handle patient inquiries, successfully resolving more than 90 percent of queries, demonstrating the potential of the technology in the healthcare industry.

New Levels of Automation with Agentforce

Clara Shih, head of AI at Salesforce, said that Agentforce represents a new level of automation. She emphasized that Agentforce operates by analyzing customer-specific data, which reduces the risk of AI models generating wrong or inaccurate answers. Utilizing customer-specific data, Agentforce enables AI to respond more accurately to complex problems, which makes it more broadly applicable and dramatically improves its utility.

Customers Disappointed by Microsoft's AI Product Performance Turn to Agentforce

Benioff strongly recommended Agentforce during the Aug. 28 earnings call, noting that many customers are dissatisfied with Microsoft's AI offerings. He said that many organizations using Microsoft's AI solutions were unable to get the accuracy and responsiveness they needed, so they turned to Salesforce's solutions.

Benioff further stated that Agentforce operates like a Waymo self-driving car on the streets of San Francisco, automatically processing customer information without the need for human conversation prompts, realizing a fully automated service model.

AI Technology Market Layout

In addition to Salesforce, the development of AI technology has also attracted the attention of other tech giants.Dario Amodei, CEO of Anthropic, was invited to attend the AI Infrastructure Roundtable organized by the White House on September 12, along with business leaders such as Jen-Hsun Huang, CEO of NVIDIA, highlighting the importance of AI applications in the U.S. national strategy.

Anthropic is an AI startup founded by a former OpenAI senior research director, with major investors including Salesforce, Amazon and Google. This shows that large technology companies are not only developing AI models, but also actively laying out AI infrastructure, especially how to apply AI technology to actual business scenarios.

Sequoia Capital focuses on investing in AI applications

Sequoia Capital partner Pat Grady said on September 11 that Sequoia Capital believes that the main profit of AI will come from application software rather than the model itself. Therefore, most of the company's investment direction is aimed at AI application level enterprises, which is highly consistent with the development direction of the Agentforce platform launched by Salesforce. This means that the commercial potential of AI applications lies mainly in how they bring real benefits to enterprises, and Salesforce is already at the forefront of this direction.