Salesforce’s Agentforce 360 brings enterprise-level AI to small business

Salesforce has rolled out a new AI platform that promises to give every business its own digital assistant.

Unveiled at Dreamforce 2025 in San Francisco, Agentforce 360 is the tech giant’s latest move into what it’s calling Agentic Enterprise, allowing humans and AI to work together instead of competing for the same job.

According to Salesforce boss Marc Benioff, this next wave of AI isn’t about replacing people, it’s about helping them get more done.

“Agentforce 360 connects humans, agents, and data on one trusted platform, helping every employee and every company achieve more than they ever thought possible,” Benioff said.

How agentic AI will help businesses

Agentforce 360 is set to free up a business owner’s time and increase the productivity of both them and their staff.

Benioff explained that Agentforce 360 lets you create AI “agents” that can tackle the boring bits of business life, such as answering repetitive customer questions, chasing leads, or pulling up reports.

“We’re entering the age of the Agentic Enterprise, where AI elevates human potential like never before,” Benioff said.

Salesforce says the platform builds on its existing CRM system, combining AI, automation, and real-time data to help businesses stay one step ahead. The idea is that sales never sleep, service never stalls, and opportunities don’t get lost in an overflowing inbox.

AI tools boosting productivity

The platform is already proving itself in the field. Reddit has reportedly cut its customer service response times by 84 per cent since adopting the system. Adecco’s agents now handle more than half of all candidate chats outside business hours, and OpenTable’s restaurant agent resolves 70 per cent of diner queries on its own, “delivering the warmth and white-glove service our industry demands,” said George Pokorny, SVP of Global Customer Success.

Even smaller companies are seeing gains. Engine cut call times by 15 per cent, saving $2 million a year, and 1-800Accountant managed a 90 per cent case deflection rate during tax week.

The real potential for small businesses lies in accessibility. Through Slack integration, you can now chat directly with your AI agent, ask for yesterday’s leads, customer follow-ups, or marketing data, and it’ll deliver results straight into your workspace.

Since the system runs on Salesforce’s Data 360 foundation, the AI’s decisions are grounded in real business information, not guesswork.

Agentforce 360 is now available globally, and although it’s primarily aimed at large enterprise customers, the potential impact could be huge for any small businesses considering automating without sacrificing the personal touch.

The author was a guest of Salesforce at Dreamforce 2025.

Want more? Get our newsletter delivered straight to your inbox! Follow Business Builders on Facebook, X, Instagram, and LinkedIn.