An AI agent is an intelligent system that can handle customer questions all on its own, no humans needed. It uses machine learning and natural language processing (NLP) to tackle everything from easy questions to tricky problems and it can even juggle multiple tasks at once.AIagents can learn and get better over time, which is different from traditional AI that needs humans to step in for certain tasks. AI agents can take action on the behalf of employees.

Agentforce is a suite of customisable agents and tools seamlessly integrated with your data and apps. Agents are a new type of software capable of performing work with varying degrees of autonomy. An agent executes work by searching for relevant data, analysing this data to formulate a plan and then actioning the plan. This process can be entirely independent or may involve interactions and handoffs with employees.Agent Builder is the no-code solution used to build, manage and customise agents for any business department in minutes.

With Agentforce in Slack, you can surface customised agents right into your flow of work. InSlack, you can engage with Agentforce just like another teammate. Agentforce’s responses will be grounded in both yourconversational data from Slack and your CRM data from Salesforce - giving you all the context you need to support employees, assist customers, close deals and move projects to the finish line.

Slack data across channels, threads, canvases and conversations compliments and enriches your connected, enterprise data sources, resulting in more effective agent responses and actions.

Every Slack workspace is a wealth of institutional knowledge — it’s the long-term memory bank of your company. For AI to be useful, it needs access to data, not just the data in one app or system, but across all your systems, including the unstructured data in team conversations. This contextual data is the key to high-quality, relevant AI outputs and adjusting to new contextual clues in real time.

Every company’s untapped, unstructured data — including user-generated content, natural language text, audio and video files and more — enhances agent reasoning and decisioning for better relevance. When you add agents to Slack, customers can give them permission to tap into the public conversational data in your organisation's Slack instance, making them precise and powerful. Because your data is never our product, customers control what data agents can access in Slack. We never train any LLMs on customer data; instead, we use advanced Retrieval-Augmented Generation (RAG) techniques on the unstructured conversational data to give agents the context they need, just at the moment they need it, to support their human counterparts.

You can access Agentforce in Slack with both an Agentforce and a Slack licence.Talk to an expert to learn more.