Salesforce Inc (NYSE:CRM, ETR:FOO)'s latest move in the AI space, Agentforce 2.0, highlights the company's commitment to advancing "agentic AI" capabilities, aiming to redefine workflows across its core clouds and integrate third-party applications.
Analysts at Bank of America remain bullish on Salesforce's AI strategy, reiterating their "Buy" rating and maintaining a price objective of $440 per share.
Unveiled during a virtual event on December 17, Agentforce 2.0 introduces AI agents with expanded functionalities across Salesforce's Sales, Marketing, Slack, and other clouds. These agents now leverage the Atlas engine to deliver improved reasoning capabilities.
Salesforce has also broadened Agentforce's scope to interact seamlessly with external platforms such as SAP, Workday, and Adobe.
Bank of America analysts highlighted the potential impact. “Agentforce should be viewed as a digital labor platform that spans all core clouds,” analysts wrote.
They project the platform could contribute an incremental 1% to 2% of revenue growth annually in FY26 and FY27.
Momentum in paid Agentforce deals
Adoption of Agentforce is accelerating, with over 1,000 paid deals signed—a sharp increase from 200-plus deals reported at the end of Q3. The platform's latest capabilities cater to various industries with targeted solutions, including instant medical care in healthcare, on-demand financial advisors for banking, and risk management in insurance.
Key feature updates in Agentforce 2.0 include sales development and coaching capabilities within Sales Cloud, campaign creation tools in Marketing Cloud, and merchandising functionalities in Commerce Cloud, all of which are available immediately. Employee support and Agentforce voice capabilities in Service Cloud are expected to launch in early 2025. Additionally, starting in January 2025, Agentforce will be deployable in Slack, enabling users to collaborate with AI agents seamlessly across direct messages, channels, and shared workspaces.
Agentforce 2.0 sets itself apart by enabling AI agents to operate in workflows outside of the Salesforce ecosystem. Powered by integrations through MuleSoft’s pre-built connectors to over 40 systems, the platform allows seamless interaction with tools like Oracle, SAP, and Adobe.
This advancement, analysts say, empowers businesses to optimize tasks such as refund processing and employee onboarding, freeing up human workers for more meaningful customer engagement.
Bank of America emphasized the significance of these integrations. “With seamless connections to key systems of record, AI agents can quickly address standard questions, enabling businesses to enhance efficiency,” analysts wrote.
The upcoming release of MuleSoft API Catalog in February 2025 is expected to further streamline API management.