Welcome to a series of articles and videos about Salesforce AI. The ultimate goal of this series is to explore Salesforce Agentforce—how it works, its features, and how to set it up for Sales, Service, or even a custom AI agent if needed.
Heard the buzz about AgentForce but not sure what it is? This guide breaks down Salesforce’s biggest AI innovations to help you understand them.
But first, let’s start with an introduction to the Salesforce AI ecosystem—its history, evolution, and what it can do today.
Prefer watching? Check out the video version below!
Salesforce AI History
Salesforce AI has evolved in three major waves.
Source: Salesforce
Wave 1: Predictive AI
Salesforce recognized AI’s potential in 2014, launching an in-house research team to pioneer AI for CRM. This led to the introduction of Salesforce Einstein in 2016, which helped businesses:
- Sell smarter
- Serve smarter
- Engage smarter
Some of the coolest Salesforce Einstein tools:
- Einstein Lead Scoring: Uses machine learning to analyze business patterns and predict which leads to prioritize, offering a faster and more accurate solution than traditional rule-based approaches.
- Einstein Conversation Insights: AI-powered analytics that explores customer interactions (calls, meetings, and chats) to generate actionable insights, improving sales performance and customer engagement.
Source: Salesforce
Wave 2: Generative AI (Salesforce Copilots)
The second AI wave began in 2021 with the rise of generative AI and the introduction of Salesforce GPT products. These AI tools boost productivity by providing insights, summaries, and automation.
Key Einstein GPT tools:
- Einstein GPT for Sales: Drafts personalized emails, suggests next steps, and provides deal insights.
- Einstein GPT for Service: Generates chat replies, case summaries, and knowledge articles.
- Einstein GPT for Marketing: Analyzes data, optimizes campaign timing and channels, and personalizes content.
- Einstein GPT for Slack: Summarizes conversations, suggests responses, and automates workflows.
- Einstein GPT for Developers: Helps write and optimize Salesforce-specific code using natural language prompts.
During this wave, Salesforce partnered with OpenAI to integrate ChatGPT with its AI models, ensuring reliable, relevant, and trusted AI-generated content.
Wave 3: AI Agents (Agentforce & The Future of AI in Salesforce)
The third wave of AI introduces Agentforce—a platform for building AI agents that go beyond traditional chatbots. These Salesforce AI Agents offer smarter and more human-like interactions.
Key Agentforce AI agents:
- Service Agent – A 24/7 virtual assistant that answers common customer questions in natural language and escalates complex issues to the right team.
- SDR Agent – Engages with leads, answers their questions, handles objections, and schedules meetings using CRM and external data.
- Sales Coach Agent – Runs personalized role-play sessions for sales teams, using Salesforce data and generative AI to help reps practice pitches and objection handling for specific deals.
Also, the AI agent era is worth noting because of Agent Builder, which lets you create custom AI agents for your internal workflows. With low-code and pro-code tools like Flows, Apex, APIs, and prompts, you can build and optimize agents to fit your needs.
Augment your team
with AI
ENWAY is a 5-star Salesforce implementation partner, completing projects in Europe, the US, the UK, and the Emirates. We make Agentforce implementation fast and easy for you.
Salesforce AI Certification
Want to deepen your AI knowledge? Salesforce offers an AI Associate Certification on Trailhead, covering:
- Predictive AI vs. Generative AI basics
- Natural Language Processing (NLP)
- Key AI features in Salesforce
Right now, Salesforce is offering the AI Associate certification exam for free. It consists of around 40 questions—a great way to build a solid foundation in AI!
Final Thoughts
Salesforce AI has evolved from predictive AI to generative AI and now intelligent AI agents. I’ll dive deeper into AgentForce Agents in upcoming articles and videos. Subscribe to our YouTube channel and stay tuned!
And remember, ENWAY is here to help with your Agentforce implementation, even if you’re not sure where to start.
👉 Click here to learn more about Agentforce implementation with ENWAY.
