Salesforce (CRM) Dreamforce 2024 Keynote summary

Opening remarks and vision

• Dreamforce 2023 emphasized a new era focused on humans and AI agents collaborating for customer success.

• Gratitude was expressed to customers, partners, employees, and the San Francisco community for their support.

• The event featured 1,500 sessions, 45,000 in-person attendees, millions online, and 200 sponsors.

• Core values of trust, innovation, equality, and sustainability were highlighted as foundational.

• Over $1 billion in philanthropy and 10 million volunteer hours have been contributed over 25 years.

AI and Agentforce platform announcements

• The third wave of AI, focused on autonomous agents, was introduced as Agentforce.

• Agentforce is built into the Salesforce Platform, leveraging unified data, metadata, and workflows for accuracy.

• The new Atlas Reasoning Engine powers Agentforce, enabling planning, reasoning, and continuous improvement from customer outcomes.

• Agentforce will be generally available in October, with hands-on opportunities at the conference.

• Einstein Copilot is being upgraded to Agentforce, with over 100 out-of-the-box, industry-specific actions.

Customer success stories and demos

• Wiley reported 40%-70% case resolution with Agentforce, with Atlas (v2) achieving 90%-95%.

• Saks Fifth Avenue uses Agentforce for personalized, scalable luxury experiences, integrating AI agents like Sophie across channels.

• Live demos showed Agentforce handling customer service, order management, and in-store pickup seamlessly.

• Omni Supervisor enables real-time monitoring of both human and AI agent interactions.

• Agentforce augments, not replaces, human employees, freeing them for higher-value work.