Salesforce may have had its 'ChatGPT moment' with AI agents – and ...
With Agentforce, the CRM giant has struck an early lead in what appears to be the next evolutionary step in the AI race.
Salesforce is excited about AI agents. During the opening keynote at Dreamforce 2024, CEO Marc Benioff was effusive about the company’s new Agentforce service, which enables users to create autonomous AI agents.
Agents are essentially bots capable of automating aspects of a human worker’s role, alleviating workload pressures and streamlining efficiency. They’re easily deployable, with users able to build and rollout agents for specific functions within a few clicks.
The Next Evolutionary Step in AI
Enterprises have deployed chatbots and AI assistants, but these have thus far failed to deliver on the promise of AI automation. For Benioff, agents represent the next step on the evolutionary path of generative AI. If agents are indeed that next step, then Salesforce's early start in this new phase could have profound implications for both the future of the technology and the company itself.
Getting a headstart can make all the difference, as history has already shown us. In early 2023, the global technology industry was in a state of pandemonium in the wake of ChatGPT launching. Microsoft and OpenAI struck an early lead, prompting widespread panic among competitors who then scrambled to keep up.
The Success of Microsoft in Generative AI
Microsoft's success on the back of its lead in the generative AI race has been remarkable, helping deliver huge financial gains and surging the firm’s market cap. Other major hyperscaler rivals, including Amazon Web Services (AWS), were in equally precarious positions as the OpenAI train continued to dominate.
Microsoft’s success has led other companies, such as ServiceNow, to launch their own AI agents, indicating a shift in the AI race. For Salesforce, as an early starter in this next phase, the outcome could bear similarities to the success Microsoft has had thus far.
Agentforce and the AI Race
Bola Rotibi, chief of enterprise research at CCS Insight, believes Salesforce has taken a significant step forward in the domain of agents and generative AI. Rotibi noted that Salesforce has carefully considered its next steps in the generative AI space, catching the zeitgeist of the moment.
With Agentforce, Salesforce aims to provide a service that spans its entire product ecosystem, showcasing tangible examples of AI in action. The service will eliminate the need for "DIY AI" for enterprises, allowing customers to unlock value for themselves.
Agentforce will help augment and provide insight and visibility, with customers being in control of determining the real value. By maintaining a contained approach within its ecosystem, Salesforce aims to reduce data protection concerns and build trust with customers.
Looking ahead, Salesforce has the capabilities and maturity to lead the way in the AI race with its Agentforce service.
