What’s Next for Salesforce’s Agentforce? Voice Capabilities and More : Tom M
by: Tom M
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**Summary of Salesforce's Agentforce Developments and Future Plans** Salesforce's AI tool, Agentforce, has been evolving rapidly since its launch at Dreamforce 2024. Over the past seven months, several significant updates have been made, including: 1. **Agentforce 2dx Release**: Launched in March, this version allows for autonomous operations in various business processes. 2. **Bot Migration Tool**: Available since April, this feature simplifies the transition of existing bots to Agentforce Service Agent. 3. **New AI Models**: In May, Salesforce introduced new Large Action Models (LAMs) and a testing framework to enhance agent performance. 4. **Industry-Specific Solutions**: Agentforce has expanded to include tailored solutions for HR and financial services, as well as new agents aimed at increasing employee productivity. 5. **Acquisitions**: Salesforce acquired Convergence.ai and Informatica to boost Agentforce's capabilities and data management. 6. **Pricing Innovations**: New pricing models, including Flex Credits and user licenses, have been introduced to make the service more accessible. ### Upcoming Features Looking ahead, two major features are on the horizon: 1. **Voice Capabilities**: This will allow for more natural interactions between users and agents, making AI more accessible for those who prefer voice communication. The aim is to create fluid and authentic voice interactions. 2. **Agentforce Mobile SDK**: Expected in June, this will enable users to integrate Agentforce into mobile applications, enhancing accessibility and usability on the go. ### Digital Labor Future Salesforce is steering towards a "digital labor future," where intelligent AI agents will work alongside human employees, enhancing productivity and freeing workers from mundane tasks. This approach aims to create opportunities by allowing employees to focus on more critical work. ### Conclusion Agentforce is rapidly advancing and adapting to user needs. As Salesforce continues to innovate and listen to customer feedback, Agentforce is poised for significant growth and impact in the AI landscape. **Hashtags for SEO**: #Salesforce #Agentforce #AI #VoiceTechnology #DigitalTransformation #Productivity #CRM #BusinessAutomation #AIInnovation #FutureOfWork
You’ve heard about it, you’ve seen it in action, and you probably know how to get started with it by now, but what’s next for Salesforce’s flagship AI tool, Agentforce?
In this article, we’ll analyze what’s next in the Agentforce roadmap, including the introduction of new voice capabilities and what else users have been asking for.
How Has Agentforce Developed?
It has now been around seven months since Agentforce was officially unveiled at Dreamforce 2024, and it’s safe to say that a lot has happened since then!
Covering all the updates since the product’s inception would read like an essay, so here are the key updates since March:
- The Release of Agentforce 2dx: In March, Salesforce announced Agentforce 2dx – the new and improved version of Agentforce 2.0. This came just under three months after 2.0’s announcement, with Agentforce 2dx now having the ability to operate autonomously in the background of “any business process”.
- Bot Migration: In April, the Bot Migration tool became generally available, making it easier to migrate existing bots over to Agentforce Service Agent.
- New xLAM Models and Agent Testing Framework: At the beginning of May, Salesforce revealed four new Large Action Models (LAMs), as well as the new agent testing framework CRMArena.
- Agentforce for HR: Not long after, Agentforce for HR was announced, offering pre-built, customizable topics and actions specific to the HR industry.
- Salesforce Acquires AI Company Convergence.ai: This acquisition was part of an effort to make Agentforce more advanced, in hopes that this will enable its customers to deploy more adaptive, capable AI agents that boost productivity and reduce manual work.
- New Pricing Updates: Not long ago, the CRM giant announced three new pricing innovations for Agentforce, including Flex Credits and Agentforce user licenses.
- Agentforce for Financial Services: Salesforce continued with its effort to add more verticals to Agentforce, this time with the financial sector, just over a week ago.
- Agentforce for Employees: The release of a new subset of agents and agent capabilities designed to transform “employee productivity with multi-turn, multi-channel agent conversations”.
- The Acquisition of Informatica: After some lengthy discussions, Salesforce finally took the plunge and acquired data giant Informatica for $8B.
What Do Customers and Users Want Now?
It is evident that 2025 is the year of the agent, but even that statement is changing slightly as innovations continue to be unveiled.
2024 showed the world just what agents could do, kick-starting the AI and agent “race” amongst some of the biggest players in the technology space. As we head further into 2025, capabilities have only become more advanced, spurring the rise of autonomous AI agents.
This means moving away from agents that only perform tasks and actions when prompted, and instead moving towards an agent that can work towards broader goals on its own – planning, executing, and adapting with minimal human input.
It can be argued that this is one of the main goals of B2B and B2C AI agents in general – providing customers with agents that feel as human as possible. 93.4% of consumers in the US currently prefer interacting with a human over AI, but what if organizations could present them with an agent that was able to listen, rationalize, and act with minimal input from them? That kind of development could change the game, and this is something that Salesforce is conscious of.
What’s Coming Next?
So, what can we expect from Agentforce in the coming months? Here are two of the top upcoming features, and one of them has been asked for for quite a while!
Voice Capabilities
This is the big one – voice capabilities for your agents. Text-based agents are useful, but for customers who aren’t tech-savvy or find typing difficult, voice interaction can be a game-changer, making AI far more accessible.
Agentforce will be offering a range of AI speech options, such as text-to-speech, speech-to-text, and translation options, and the impacts are likely to be monumental.
Ryan Schellack, the Senior Director of Product Marketing at Salesforce, told Salesforce Ben that Agentforce’s voice capabilities were “one of the most exciting” developments for the company.
“Many people don’t mind the texting,” he said. “But what we’re moving towards is voice, where you have these fluid interactions, vocally, not just in a text way. Still conversational in a low-latency way, and that’s a huge point in our roadmap.”
He emphasized that a big focus here would be on tone of voice and authenticity, ensuring that the customer doesn’t experience any “uncanny valley” feelings and is able to trust the agent through voice, just as they would over text.
This is also something that Salesforce’s former co-chair and co-CEO, Brett Taylor, is actively tapping into with his startup Sierra AI. With the tagline “Sierra helps businesses build better, more human customer experiences with AI”, Sierra claims to pioneer a more genuine and empathetic AI agent approach, equipped with voice capabilities that allow the agent to speak naturally, understand acronyms, take actions, and more.
Agentforce Mobile SDK
Expected to be released in June, Agentforce Mobile SDK will offer users the ability to extend Agentforce to mobile apps. This includes both Salesforce and external applications and will grant users the convenience of accessing Agentforce on the go.
You can find out more about how you can currently save time with Agentforce on the Salesforce Mobile app here.
The Digital Labor Future
If you’ve been paying attention to Agentforce’s messaging, you’ll know that every little development and direction change brings Salesforce and its customers closer to one thing: a digital labor future.
According to Salesforce, digital labor refers to “a digital workforce of intelligent AI agents that augments your human workforce, and transforms the way work gets done.” It involves using AI automation and agents to mimic human decision-making, extending the ability to perform tasks faster and at a greater scale than humans alone.
It’s something that Ryan insists is a “net good” for both employers and employees, helping employees complete mundane tasks so that they can focus on their more important work, and helping employers by offering them a more efficient workforce.
This in spite of the fact that the notion of this movement received some backlash earlier this year at TrailblazerDX, especially in reference to how a digital labor future is much more practical than a human-only workforce.
Determined to set the record straight, Ryan told Salesforce Ben that the inevitable digital labor should be seen as a way to “scale teams.”
“What I think is going to happen here is that there will be employees who learn to wield AI agents to their advantage, and they will have a leg up,” he said. “I think they’re going to find that they actually have more opportunities.
“This sort of general trend in technology has been, as something like this is introduced, usually there’s more work to be done – not less. For certain trials that some parts of the labor force will go through, expansions will happen in others, and there will be opportunities for people who can wield this technology to [get more work done].”
Final Thoughts
Agentforce has already made so much progress in the half a year it’s been out in the world, and it’s clear that much more is planned for the future.
Salesforce has the tricky task of navigating a fast-moving market and keeping Agentforce’s capabilities in line with what customers actually want and are asking for, but as long as they keep inquiring and listening, the tool should continue to develop in leaps and bounds.
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May 30, 2025 at 06:23PM
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