Salesforce announced the general availability of Agentforce 360, a new enterprise platform that integrates agentic artificial intelligence (AI) across its business software ecosystem.
The Oct. 14 release marks the culmination of a year-long development effort it aimed at embedding AI into daily workflows for both employees and customers. Agentforce 360 extends Salesforce’s broader vision of the “agentic enterprise.” It designed the model to make AI a constant collaborator in business operations.
Rather than replacing workers, the company said it intends for the platform to augment human decision-making by providing real-time intelligence across sales, service and marketing functions. The system connects Salesforce’s core applications, data infrastructure, and collaboration tools to enable AI-driven automation and insights within a unified environment.
“We’re entering the age of the Agentic Enterprise — where AI elevates human potential like never before,” said Marc Benioff, chair, and chief executive officer of Salesforce. “Agentforce 360 connects humans, agents, and data on one trusted platform.”
Salesforce highlights its Agentic Enterprise offering on its website, which it released in time with its Dreamforce event on Oct. 14, 2025. Its website features an agentic AI search bar. | Image credit: Salesforce homepage, Oct. 14, 2025
In North America, 76 of the Top 2000 online retailers use Salesforce as their ecommerce platform, according to Digital Commerce 360 data. In 2024, those 76 online retailers combined for more than $182.46 billion in web sales. The Top 2000 is Digital Commerce 360’s database ranking North America’s largest online retailers by their annual ecommerce sales.
Salesforce releases agentic AI enterprise offering
The launch follows a sequence of four major product updates over the past year. The initial Agentforce release in 2024 introduced the enterprise AI agent framework. A subsequent December update added improvements to the reasoning engine to deliver more consistent and predictable results. A March 2025 release allowed AI agents to be embedded in workflows across departments, while a June release focused on interoperability and governance in preparation for enterprise-scale deployment.
Salesforce said those milestones set the stage for its October 2025 integrated rollout of Agentforce 360.
The new platform brings together several components of Salesforce’s existing technology. It includes a conversational interface for creating and managing AI agents, a unified data layer called Data 360 that provides context for decisions and integration with the company’s Customer 360 applications, which manage sales, service and marketing operations.
Slack serves as the interface for collaboration between employees and AI agents, allowing users to execute actions and access data directly within ongoing conversations. Salesforce said it designed the system to ensure AI agents operate using governed and traceable data across all workflows.
Who is using Salesforce Agentforce 360?
The company reported that 12,000 customers are using Agentforce 360. Several early adopters have documented measurable improvements.
- Reddit said it has automated 46% of customer support cases. It also has reduced response times by 84%.
- Adecco Group reported that 51% of candidate conversations now occur outside regular working hours. That frees recruiters to focus on higher-value tasks.
- OpenTable said AI agents now handle 70% of restaurant and diner inquiries without human intervention.
- Engine, a customer service company, reduced call handling time by 15%. It has generated savings of more than $2 million annually.
- Tax advisory firm 1-800Accountant said it achieved a 90% case deflection rate during tax season. That allows staff to focus on complex client needs.
Salesforce said it is also using Agentforce 360 internally to automate routine tasks in sales, information technology and customer support. That allows employees to focus on strategy and client relationships. The company emphasized that the new system is not a pilot project but a full-scale platform deployment it built on Salesforce’s existing data and security infrastructure.
The rollout, Salesforce says, will make it more competitive in enterprise AI market, where major software providers such as Microsoft and Oracle are also expanding their AI offerings. Salesforce said Agentforce 360 reflects its broader strategy to embed AI across all parts of its platform while maintaining its reputation for governance, transparency, and data trust. The company said the new system is available immediately to customers worldwide.
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