Salesforce pushes AI agents with Data Cloud and Agentforce amid industry hype
Salesforce reports strong growth for its Data Cloud and Agentforce platforms, positioning AI agents as key drivers for marketing, sales, and customer service workflows.
As the tech industry grapples with distinguishing real business value from AI hype, Salesforce is positioning itself as a leader in the emerging "digital labor market", which it estimates could be worth $6 trillion. The company recently highlighted the growth of its Data Cloud and Agentforce platforms, reporting $900 million in annual recurring revenue for fiscal 2025 and 3,000 net-new Agentforce deals in Q4.
Key Platforms Driving Salesforce's AI Strategy
- Agentforce: Launched in fall 2023, this platform enables businesses to deploy autonomous AI agents for marketing, sales, and customer service workflows. Companies like CaixaBank, Maserati, OpenTable, and Pfizer are already using it.
- Data Cloud: Originally introduced in 2020 as Customer 360 Audiences, this customer data platform now processes 50 trillion records annually, with 65% sourced externally. It features 270+ data connectors, including the Zero Copy tool for real-time data activation.
Differentiating Agentic AI from Traditional Automation
Salesforce’s Rahul Auradkar, GM and EVP of Unified Data Services, emphasized that AI agents differ from rule-based bots by making context-aware decisions in real time. "The new world of AI is rewriting those rules," he told Digiday.
Challenges and Skepticism
While Salesforce’s branding of AI agents has drawn comparisons to Microsoft’s Copilot, analysts note hurdles:
- Andrew Frank (Gartner): Warns of the "gee whiz" trap, where automation doesn’t always translate to ROI.
- Roger Beharty (IDC): Questions whether personalization is oversold, citing the "magic wand" effect of flashy demos versus real-world impact.
Competitive Landscape
Other players like HubSpot (200+ AI agents) and Twilio (open ConversationRelay platform) are also advancing AI agents. Twilio’s Andy O’Dower stressed the need for "real-time, contextual data" to power effective agents.
Looking Ahead
Salesforce plans to expand integrations with Databricks (beta) and Snowflake (summer 2024) to enhance AI-driven personalization. The company’s focus on grounded data aims to reduce AI hallucinations and improve accuracy—critical for customer trust.
"If an agent powered by AI is trying to give recommendations, it had better be accurate," Auradkar said.
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About the Author
Michael Rodriguez
AI Technology Journalist
Veteran technology journalist with 12 years of focus on AI industry reporting. Former AI section editor at TechCrunch, now freelance writer contributing in-depth AI industry analysis to renowned media outlets like Wired and The Verge. Has keen insights into AI startups and emerging technology trends.