Salesforce The company unveiled a major update to its artificial intelligence platform on Tuesday, introducing technology that will allow AI agents to think more deeply and take more autonomous actions in enterprise workflows - part of an ambitious push by the company's CEO to "digital work".

A San Francisco-based software giant Agentforce 2.0 Moving beyond simple chatbots to AI agents that can understand complex queries, access relevant company data and perform multi-step tasks on their own represents a significant evolution in the way AI assistants work in business.

"We're creating a new industry," Salesforce CEO Marc Benioff said at a press conference. “It's not just about managing and sharing information and data. We are a digital labor provider.

How the Atlas Reading Engine powers the next generation of enterprise AI

The updated platform will feature what Salesforce calls Atlas Reasoning Enginethis allows AI agents to engage in more complex analysis and decision-making. Unlike traditional AI assistants that respond quickly based on pattern matching, Atlas “System 2” thinking is a broader approach inspired by psychologist Daniel Kahneman's research on human thought processes.

"Thinking Engine should be one of the first factors enterprise organizations consider when comparing digital workforce options," said Claire Cheng, Ph.D., VP of machine learning and engineering at Salesforce.

Early results look promising. According to Salesforce, in testing, Agentforce 2.0 improved response accuracy by 33% compared to DIY AI solutions, while doubling response relevance.

The company has already incorporated the technology. At help.salesforce.comAI agents now handle 83% of customer support inquiries on their own, with human escalations down 50% since implementation two weeks ago.

"All of a sudden, as a CEO, I'm not just managing people, I'm managing agents," Benioff said. "Today there is a real agency layer around the platform. It's not a fantasy of a future idea, it's what's happening right now.”

Digital Work: The Key to Solving Global Workforce Challenges

As Salesforce's push into "digital work" grows labor shortage across networks. As the birthrate declines and companies struggle to fill positions, Benioff sees AI agents as a critical solution for business growth.

"We need new technologies to unlock GDP growth. We need to be a digital workforce provider," he said. "It's a new horizon for business - the door has been opened and the idea that business will never be the same."

The technology is already finding real-world applications. The Adecco GroupGlobal staffing firm Agentforce processes millions of resumes and matches candidates with opportunities. Digital tablet maker reMarkable An accounting company is positioned for customer service 1-800 Accountant Expect to reject 65% of incoming service requests using AI agents.

Behind the Technology: The Innovation Powering the Salesforce AI Revolution

Under the hood, Agentforce 2.0 introduces several technical advancements. The Atlas Reasoning Engine creates a full semantic understanding of the company's data and processes and provides contextual answers.

"We were able to associate each data component with contextual metadata information, which allows us to find a mapping between the data and the corresponding semantic values," explained Silvio Savarese, who leads Salesforce's AI research. "It provides much more appropriate, much more consistent responses to user requests."

The platform also introduces advanced integration with Slack, Salesforce's workplace messaging platform, allowing employees to work with AI agents directly in the communication stream.

"If you want these agents to be used, to work, and to improve over time, it's critical that they be where people are working," said Rob Seaman, who oversees the Slack integration.

In the future, Salesforce envisions expanding into physical robotics, with Benioff announcing plans for a "robot force partner program" to connect physical robots with the company's AI agent platform.

Trust, Security, and the Future: Navigating the Enterprise Integration of AI

For Salesforce, the stakes of this initiative are significant. While the company expects $38 billion in revenue this year from its traditional software business, Benioff believes the digital job market represents a multi-trillion dollar opportunity.

However, challenges remain, particularly around trust and security. Salesforce highlights that “layer of trust” that prevents toxic content, preserves data privacy, and gives customers control over how agents operate within their organizations.

"These things run as a user — they don't have God permissions or administrator permissions," Seaman noted. "We don't create any loopholes for AI to see things it can't."

As businesses grapple with persistent workforce shortages and productivity challenges, Salesforce believes AI agents will become an essential part of the modern workforce. The company's vision envisions a future where human employees can work alongside AI agents to solve increasingly complex tasks – fundamentally changing how businesses operate and scale.

"This is the beginning of the beginning," Benioff said. “When you're at the top of things, you see these little things and then you try to extrapolate what's going to happen. It's an amazing moment."