Since 50,000 participants land on the sales force Dream Force Conference This week, the enterprise software giant is still making its most aggressive prerequisite on artificial intelligence agents, and is positioning itself as a staunch that it considers the industry wide. "Pilot Porgie" In 95 % Enterprise AI projects never reach output.
The company launched Monday Agent Force 360A clean product of its entire product portfolio designed to convert businesses into "Agentk Enterprises" – Organizations where AI agents work with humans to work up to 40 % in sales, service, marketing and tasks.
"We are really in the Agent AI era, and I think it’s probably the biggest revolution, which I have experienced in my career so far, is the greatest transition," During a recent press briefing, Sales Force co -founder and Chief Technology Officer Parker Harris said. "In the future, 40 % of the work in Fortune 1000 is probably being done by AI, and this man and AI are really working together."
The announcement comes in an important moment for the sales force, which has deployed more than 12,000 AI agents in the past one year, while Harris is called A. "Billion of 7 billion businesses" Its AI platform. Nevertheless, the launch has also reached the midst of an unusual turmoil, as CEO Mark Beneev is facing Acute response For recent comments To support President Trump And the National Guard’s troops should be patrolled on the streets of San Francisco.
Why 95 % Enterprise AI projects never launch
The stake is very high. Although companies arrived to experiment with AI two years ago after the emergence of Chattigpat, most of the enterprises were stopped before reaching production. Recent MIT research Sales force executives cited largely.
"Consumers have invested a lot in AI, but they are not getting price," Sales Force President and Chief Engineering and Customer Success Officer Srini Talpargada said. "95 % of the enterprise AI pilots fail before production. This is not due to lack of intention. People want to do this. Everyone understands the power of technology. But why is it so difficult?"
The answer, according to Talpragada, is that AI tools are disconnected from enterprise workflows, data and governance systems. "You are writing indicators, indicators, you are disappointed because the context does not exist," He said, describing it to whom he said "Quick Dom Loop"
Sales Force Solution is a deep integrated platform called it four components: Agent Force 360 ​​Agent Platform, Data 360 for Data 360, Customer 360 Apps that contain business logic, and like Silk "Interface of conversation" Where humans and agents cooperate.
Silk sales becomes the front door of force
Perhaps the most important strategic change is the height Lazy – acquired by sales force in 2019 . 27.7 billion – As a basic interface for the sales force itself. The company is effectively reusing its traditional power interface around the slack channels, where sales deals, service issues and data will be reached in terms of dialogue rather than visionary forms and dashboards.
"Imagine that you might not log in to the sales force, you don’t see the sales force, but there. It’s coming to you in the slack, why are you doing your job at the same place," Harris explained.
The strategy includes sales force agent force agents directly adding to sales, IT service, HR service, and directly to the silk for analytics, as well as a fully rebuilt silkboat that works as a personal AI partner. The company is also launching "Channel expertFor, for, for,." An agent who gives immediate answers to the channel’s conversation.
To enable Slack’s Access Statistics Access to Enable the AI ​​Tolls of the third -party, the Sales Force is releasing one Real Time Search API And Model Context Protocol Server. Partners are building agents, including Openi, Anthropic, Google, anxiety, Author, Dropbox, Concept, and Cursor that will be locally in the slack.
"The best way to see the power of the platform is already being built through AI apps and agents," Rob Sean, Executive of the Sales Force, said during a technical briefing, citing examples of Startup "Tens of thousands of users who have installed it in 120 days or less."
Voice and IT Service take the goal of new markets
Beyond the Silk integration, the Sales Force announced a massive extension of sound interaction and the service of employees. The sound of the agent forceNow, commonly available, converts the traditional IVR system into a natural conversation that can update CRM records, trigger workflows, and give it to human agents without interruption.
The IT service offer represents a direct challenge of sales force SbinoMarket Leader. Madhu Sudhakar, who joined the salesfor two months ago as senior vice president of the IT and HR service, placed the product as a basic rehabilitation of employees.
"Legacy IT Service Management Many portals, forms, tickets focused, manual process," Sadhkar said. "We had some important principles: first conversation first and agent, focusing on really requesting people to support and experience conversation for people who provide support for people."
In the IT service platform sales force describes 25+ special agents and 100+ pre -constructed workflows and connectors that can handle everything from resetting passwords to complex event management.
Early users report the benefits of dramatic performance
Customer’s results suggest that the vision is gaining traction. reddit The average support resolution time reduces the time from 8.9 minutes to 1.4 minutes – 84 % improvement – while 46 % of cases are fully eliminated for AI agents. "This performance has allowed us to provide on -demand support for complex tasks and extend the advertising satisfaction scores by 20 %," In a statement, Reddit sales strategy and operations VP John Thomson said.
EngineA travel management company, reduced the average handle time by 15 %, saving more than 2 million annually. Open Table 70 % of restaurants and dinner inquiries resolved independently. And 1-800 accountants obtained a 90 % case deduction rate during the significant period of tax week.
The sales force’s own internal deployment may be the most exposed. Talapragda’s customer success organization now handles 1.8 million AI -powered conversations, which publishes the matrix Help.Salis Force Dot Com To show how many agents respond to humans.
Even more importantly, the sales force has deployed representatives of AI -powered sales development to follow the lead, which had previously been uncontrollable due to cost barriers. "Now, the Agent Force has a SDR that is following thousands of leads," Talpurgada explained. The company increased its access to the active customer by 40 % by moving the staff to the reaction support.
Trust layer problem cannot ignore enterprises
In view of the enterprise concerns about AI’s reliability, the Sales Force has invested a lot of what they call "Layer of trust" – Audit trails, compliance checks, and observation tools that allow organizations to monitor agent behavior on a scale.
"You should consider a human being about an agent. Digital labor you need to manage performance like humans. And you need these audit trails," Talpurgada explained.
The company faced this challenge when the deployment of its own agent increased. "When we started in the Sales Force in the Agent Force we will track each message, which is great up to 1,000, 3,000," Talpurgada said. "Once you get a million chats, there is no human, we cannot do it."
The platform is now included "Agent Force Grid" Identifying and correcting trouble samples Looks for millions of conversations. The company also introduced the agent script, a new scripting language that allows developers to explain the exact guards and precise controls for the agent’s behavior.
Data Infrastructure gets a big upgrade
The agent’s capabilities are the basic infrastructure investment. Sales force Data 360 Consists of "Intelligent context," Which automatically describes the company from non -imposed materials such as PDFS, Aragrams, and Flow Charts. "AI -powered non -imposed data pipelines."
The company is also cooperating Data BRICSFor, for, for,. DBT LabsAnd Asnophilic On "Universal Cementic Interchange," Trying to make standards how different platforms describe business matrix. Informatica’s $ 8 billion pending pending, which expects to be closed soon, will enhance the capabilities of metadata management throughout the enterprise.
Competitive landscaping continues to intensify
The sales force’s aggressive AI agent push comes when practically every major enterprise software vendor pursues similar strategies. Microsoft has embedded the polyt in its product line, offering agents’ capabilities through Google Vortex AI and Gemini, and Sarvino has begun his agent’s offer.
When asked how the sales force was announced in comparison to the announcement Openai’s recent releaseTalpurgada emphasized that consumers will use several AI tools simultaneously. "Most of the time when I see that they are using Open, they are using Gemini, they are using anthropic, just like, we use all three," He said.
Executives argued that the real discrimination is not in the AI ​​models but in the integration of business processes and data. Harris prepares competition against those familiar with the sales force’s founder: "26 years ago, we just said, let’s make the sales force automation as easy as buying a book on Amazon.com. We are doing the same thing. We want to make Agent AI as easy as buying a book on Amazon."
The company’s customer’s success stories are impressive but its customer is a small part of the base. With 150,000 sales force users and 1 million silic users, the deployment of 12,000 agent force represents about 8 8 % penetration-strong for a year’s product line, but hardly everywhere.
The company’s stock, down To today about 28 28 % of the year with A Only a relatively strength rating of 15Suggests that investors remain skeptical. This week’s Dream Force Demonstrations – and its subsequent consumer deployment months – will begin to provide answers to whether the sales force can eventually transfer the enterprise AI from the pilots to the scale, or whether "Billion of 7 billion businesses" There is more desire than reality.