Discover how Salesforce’s latest AI platform is set to transform customer service by empowering your teams, enhancing efficiency, and delivering smarter, personalised experiences at scale.

Salesforce has unveiled AgentForce, and it’s set to be the showstopper at Dreamforce. This isn’t just another announcement—AgentForce is already in pilot, already delivering results, and ready to transform how businesses handle customer service and operations. It’s exactly what Lightfold (A Cloudwerx Company) has been building towards: full agentic design, strong guardrails, deep integration with Data Cloud vector and semantic databasing and a focus on leveraging Flow – the sleeping giant for trusted AI orchestration in the business. If you’ve seen our AI demo agents Cody and Charli at any of our AI for Service events over the last few months, you’ve already seen the power of this architecture in motion. Now, imagine that level of capability scaled across your entire business and all running inside the world’s most trusted customer success platform.

AgentForce isn’t vapourware; it’s a robust, real-world solution, delivering exactly as promised. Salesforce’s executive team couldn’t stop talking about AgentForce during their recent earnings call, highlighting it as the next evolution in AI. Believed to be built upon the foundation of Airkit.ai (a recent acquisition by Salesforce), AgentForce is more than just a service tool—it’s a development platform designed to radically extend your sales, service and marketing capabilities. It takes what Salesforce has already iterated and tested across Einstein Co-Pilot, Einstein Prompt Builder and the impressive Data Cloud Vector Database pilots and extends it now to the full vision.

As Marc Benioff put it,

“We’re going to be building custom agents for so many of you as well with AgentForce because it’s a development platform as well as this incredible capability to radically extend your sales and service organizations”​.

With the Cloudwerx proprietary Tesseract Methodology™, we are the only Salesforce partner in APAC truly equipped to integrate this technology seamlessly into your business. We’re not just talking about implementation—we’re talking about maximising its potential to transform your operations from the inside out. The key is understanding how state-of-the-art enterprise-grade generative AI is already succeeding (and where it’s failing) at things like Retrieval Augmented Generation (RAG). These learnings can’t just come from experience deploying sales, service and marketing solutions – they need to be paired with deep understanding and experience in data, AI and the latest learnings in dynamic knowledge management. We have such learnings from already spending many cycles with customers and early adopters both on and off the Salesforce platform and our findings have validated our deepest conviction: success requires the human to be at the centre of design.

What is Salesforce AgentForce?

AgentForce is Salesforce’s advanced AI platform that integrates intelligent AI agents into your business processes to handle tasks like customer service, sales, and data management. Unlike basic chatbots, these agents understand context, make decisions, and learn from each interaction. Connected to Salesforce’s Data Cloud, AgentForce gives AI agents a full view of your customer data, enabling them to provide personalised, accurate, and efficient service across all channels. It’s not just about making your processes faster; it’s about making them smarter, so your teams can focus on delivering exceptional value to your customers.

Salesforce’s vision for AgentForce is to move beyond predictive and generative AI into autonomous agents that can operate independently, 24/7. These agents aren’t just responding to pre-set scripts; they’re capable of holding fully formed conversations, understanding text, images, and even video.

This isn’t just a tweak on existing technology—it’s what Benioff describes as a “quantum leap for AI,” fundamentally redefining how AI can be leveraged in your organisation.​

5 Key Benefits of AgentForce

1. Increase Efficiency and Scalability
   AgentForce’s AI agents manage multiple interactions simultaneously, slashing wait times and easing the burden on your human teams. This scalability lets you handle high volumes of inquiries without expanding your workforce, keeping service levels high and costs in check.
2. Improve Customer Satisfaction
   By using Salesforce’s Data Cloud, AgentForce delivers personalised responses based on a complete view of each customer’s history and needs. It’s not just faster—it’s better. Customers feel seen, understood, and valued, driving satisfaction and loyalty in a way that’s tough to achieve with traditional methods​.
3. Reduce Costs with Automation
   Routine tasks are no longer a burden. AgentForce automates them, cutting operational costs and reducing errors. Your team gets to focus on strategic, value-driven work instead of repetitive, mundane tasks. It’s about making your business more agile and efficient, while still delivering top-notch service.
4. 24/7 Availability
   AgentForce agents are always on, providing instant support whenever your customers need it. Day or night, your business is available and responsive, meeting the growing demand for round-the-clock service. This availability boosts customer experience and keeps your business competitive in a world that never sleeps​.
5. Built on Trust, Security and Governance
   Security isn’t an afterthought—it’s built into the core of AgentForce. With features like the Einstein Trust Layer, data masking, and secure gateways, Salesforce ensures every interaction is protected and compliant with privacy regulations. This robust security framework builds trust at every touchpoint, so you can confidently scale your AI operations.

Before You Get Started: Key Considerations

Implementing AgentForce isn’t just about adopting a new tool; it’s about aligning it with your business goals and ensuring it truly supports your teams. Here’s how to get started:

• Understand what the success factors of Generative AI actually are: This revolution is NOT like the ones before. Make sure you’re getting advice from people who have been really doing this work and contributing to its development. The power of generative AI is still being explored and understood, but already we know it has more to do with knowledge within your business than just the data. Change management is a bigger hurdle than technical development. Developers aren’t in the driving seat; business team members are. Don’t just follow the usual guidance: get it from the coal face.
• Assess Your Readiness: Do you know what an ontology is yet? Do you know how to inventory yours and how you might plug the gaps? What about how agentic systems behave (indeed, behavior-as-a-service)? Armed with the right criteria for success, it’s a quick and simple process to assess capability and any gaps before you make any significant decisions. But don’t be afraid to get your hands dirty – AgentForce makes it so easy to quickly test, iterate and make the future tangible. Use that speed to get everyone on the same page quickly.​
• Define Your Goals at the right level: Set clear, measurable objectives that are task-oriented and persona-grounded. Don’t just shoot for cost reductions or scaling improvements; target specific actions, behaviours, and tasks that automatically generate non-zero value once they are autonomous. Knowing what success looks like will help you steer your strategy and make the most of AgentForce. A huge part of this step is sizing the right task or skill for the right position in a growing ‘cognitive layer’ of intelligent assets.
• Plan Your Implementation: With Salesforce’s low-code tools like Prompt Builder and Agent Builder, you can customise AI agents to fit your needs without getting bogged down in complex coding. Start small, test, and scale as you learn. This phased approach ensures that your AI deployment is not just a box-ticking exercise but a real driver of business impact. Ensure your implementation is laser-guided by value principles, design artifacts and deep human-centric understanding of the business.

Enter Tesseract: Your Roadmap to Success

This is where Cloudwerx’s Tesseract Methodology™ ties everything together. Tesseract offers a detailed readiness assessment, engages your team through hands-on workshops, and uses agile development to tailor an AI strategy that fits your unique needs. We don’t just implement; we prime your organisation for success, ensuring that AgentForce integrates seamlessly into your workflows and maximises impact. From strategy to execution, Tesseract turns AI readiness into a clear, actionable path​. The process isn’t just another open-ended requirements-gathering exercise; it’s short, sharp and disciplined activities designed to construct an integrated plan for your first ‘virtual persona’ – your first step into the world of autonomous AI on AgentForce. And best of all? It’s working today – whether you’re on the AgentForce pilot or getting to work with the GA tools like Co-pilot and Prompt Builder, Tesseract can get your team to successful AI production right now.

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If you’re curious about how AgentForce can support your team and enhance your operations, let’s connect. We’re here to guide you, answer your questions, and help you get started on the right path.