Salesforce launches Agentforce 3 to overcome key barriers in scaling AI agents

Salesforce has unveiled Agentforce 3, a major upgrade to its digital labour platform designed to address the two biggest obstacles enterprises face in scaling AI agents: lack of visibility and control. As organisations increasingly adopt AI-powered solutions, many struggle to monitor agent performance and adapt capabilities quickly enough to maximise operational productivity. Agentforce 3 introduces a range of advanced features to help businesses confidently scale their AI workforce with greater intelligence, performance, and trust.

The latest iteration of Agentforce, informed by thousands of deployments since its launch in October 2024, includes comprehensive observability tools, native support for the Model Context Protocol (MCP), and over 100 prebuilt industry-specific actions aimed at accelerating deployment across various sectors. These enhancements allow enterprise leaders to monitor agent activity, analyse patterns, receive real-time analytics, and integrate seamlessly with monitoring tools such as Datadog, Splunk and Wayfound.

According to Salesforce, customers already using Agentforce have reported significant gains. Engine reduced customer case handling time by 15 percent, 1-800Accountant autonomously resolved 70 percent of administrative chat engagements during the peak tax season, and Grupo Globo increased subscriber retention by 22 percent. Over the past six months, usage of AI agents has grown by 233 percent, with more than 8,000 new customers signing up to deploy Agentforce.

At the core of this release is the introduction of the Command Center—a centralised observability solution built into Agentforce Studio. It offers teams the ability to track agent health, adoption rates, user feedback, costs, and performance. Real-time agent activity can be surfaced through dashboards and tools like the Service Cloud wallboards, with future expansions planned across additional departments.

Agentforce 3 also boosts secure enterprise connectivity by supporting native MCP integration, allowing agents to link with MCP-compliant servers without the need for custom code. Enterprises can further orchestrate complex multi-agent workflows using MuleSoft connectors and Heroku Managed Inference. Through AgentExchange, customers gain access to over 30 integrated partners, including AWS, Google Cloud, PayPal, Stripe, Box and Writer, further expanding cross-industry use cases with trusted third-party platforms.

Performance improvements have also been a focal point. Agentforce 3 delivers 50 percent lower latency compared to its January 2025 benchmarks, features response streaming, expanded web-grounded results with inline citations, and offers broader geographic availability including Canada, the United Kingdom, India, Japan and Brazil. Language support has been expanded to include French, German, Japanese, Portuguese, Italian and Spanish. The platform is now also authorised for public sector use under FedRAMP High in Government Cloud Plus.

Salesforce's extensive partner ecosystem—including Accenture, Deloitte Digital, NeuraFlash and PwC—is actively supporting the rollout of Agentforce 3, with over 272,000 certified specialists prepared to assist in deployment. The platform's new pricing model, based on per-user access across Sales, Service and Industry Cloud offerings, enables unlimited usage of actions for employee-facing agents, supporting faster enterprise adoption.

Adam Evans, Executive Vice President and General Manager of Salesforce AI, said: "With Agentforce, we've unified agents, data, apps, and metadata to create a true digital labour platform. Agentforce 3 is a major leap forward— enhancing intelligence, transparency and accountability—and redefining how humans and AI agents work together to drive productivity and transformation."

Athina Kanioura, Chief Strategy and Transformation Officer at PepsiCo, commented: "With Agentforce, PepsiCo is taking a significant step forward in our agentic journey. By unifying our insights through Salesforce Data Cloud, we're gaining a holistic view of our customers and operations. This visibility enables us to continue to act strategically, strengthen engagement and drive greater value across every market we serve."

Agentforce 3 reinforces Salesforce's commitment to delivering enterprise-ready AI tools that balance innovation with transparency, scale with performance, and align human expertise with digital precision.