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Artificial Intelligence (AI) at Salesforce

Salesforce provides the complete AI CRM platform to embed and scale predictive, generative, and agentic AI into every business workflow and process. Built on a decade of innovation and unified data foundation, AI at Salesforce turns every workflow, user, department, and industry into proactive, intelligent systems. Our AI architecture provides the governance and security to ensure your AI delivers highly accurate, context-aware results across the enterprise, confidently.

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A decade of innovation: pioneering the world’s #1 AI CRM

Salesforce has been the leader in the AI revolution. For over a decade, we’ve put trust and customer success at the heart of making AI accessible, secure, and deeply integrated into the world’s #1 AI CRM .

2016 2023 2024 Present
Salesforce Einstein Generative AI Agentforce The Agentic Enterprise
We introduced the industry’s first predictive AI for CRM, bringing machine learning, like Predictive Lead Scoring and Predictive Forecasting, directly into sales and service workflows. We launched the Trust Layer and introduced generative AI capabilities, such as AI Call Summaries, to securely draft content and summarize records. We moved from assistants to agents. AI now reasons, plans, and executes tasks autonomously 24/7 across the entire Customer 360 with the Atlas Reasoning Engine. We’ve processed over 11trillion LLM tokens, empowering businesses to bring AI and humans even closer together to augment every team and workflow.

The Three Types of AI Powering Salesforce

Drive productivity and personalization with predictive AI, generative AI, and agentic AI across the Customer 360.

For nearly a decade, Salesforce has leveraged machine learning to help businesses see around corners. Predictive AI identifies hidden patterns and calculates probabilities to help your teams work with foresight rather than hindsight. Whether it’s forecasting in sales analytics or anticipating customer churn in service, predictive AI surfaces deep insights from historical data to drive smarter, proactive decision-making.

An Outlook window displaying Einstein's product features.

Generative AI leverages large language models (LLMs) to identify patterns in vast amounts of data and create original, human-like content such as text summaries, images, or email drafts. When paired with a CRM like Salesforce, generative AI goes beyond generic chat by using your specific business information to provide answers and content that are grounded in your actual customer data. This helps your teams work significantly faster by turning hours of manual research or drafting into seconds of high-quality work.

A chat window with Einstein answering a user's question about setting up WiFi.

Agentic AI is an advanced form of AI that goes beyond simple assistance to autonomously plan, reason, and execute multi-step tasks to achieve a specific goal. It differs from predictive and generative AI because it doesn't just suggest the next step; it plans, makes decisions, and takes actions on its own. Agentforce is the agentic AI solution in Salesforce that enables you to build enterprise ready agents that are grounded in your business’ data from day one.

Einstein showing a score with a tree in the background.
An Outlook window displaying Einstein's product features.
A chat window with Einstein answering a user's question about setting up WiFi.
Einstein showing a score with a tree in the background.

The Infrastructure for Enterprise Ready Trusted AI

Large language models alone are not enough to drive AI transformations. Agentic enterprises need the infrastructure, data, security, and open ecosystem to leverage AI to its full potential. Instead of relying on DIY approaches or “bolt-on” add-ons, every application of AI at Salesforce is built directly into the platform for full control and customization.

AI without context is just a guess. product.data-cloud acts as the engine of the Agentforce 360 Platform by unifying all your siloed customer information into a single, unified view. By connecting these dots, Salesforce ensures that your AI is grounded in the actual facts of your business, providing responses that are highly accurate, relevant, and timely.

Einstein in a hot air balloon gesturing at his generated content on how to prepare for a meeting.

Deploy AI confidently with the Agentforce Trust Layer, a native security framework built into the Agentforce360 Platform. Using dynamic grounding for accuracy and data masking for privacy, it ensures your AI is context-aware and secure. The Agentforce Trust Layer guarantees your proprietary data remains protected and is never used to train external models.

A configuration page with mountains, bushes, and a butterfly in the background.

Salesforce provides the flexibility enterprises need to leverage existing AI investments. Our open model ecosystem offers secure access to leading foundation models from partners like OpenAI and Anthropic. Additionally, we enable enterprise-grade agentic interoperability through Model Context Protocol, allowing you to orchestrate and connect AI agents seamlessly across your entire business infrastructure.

A welcome/start message. Hills and a tree are in the background.
Einstein in a hot air balloon gesturing at his generated content on how to prepare for a meeting.
A configuration page with mountains, bushes, and a butterfly in the background.
A welcome/start message. Hills and a tree are in the background.

Generate trusted content grounded in customer data.

Transform your business by embedding predictive, generative, and agentic AI into the flow of work for every user, department, and industry.

Sell faster with trusted AI for sales. Use predictive AI to prioritize pipelines with high-probability lead scoring and accurate revenue forecasting. Scale productivity with generative AI to instantly draft personalized outreach and summarize complex sales calls. Finally, transform operations with agentic AI which autonomously research prospects and qualify leads 24/7, ensuring sellers focus on building relationships and no lead gets left behind.

See Agentforce Sales

A graphic showing how Einstein uses CRM data and Trust Layer to generate content.

Deliver more personalized and impactful customer service while significantly boosting productivity across your entire organization. Leverage predictive AI to anticipate customer needs and identify potential escalations before they happen. Augment your human agents with generative AI that instantly summarizes complex cases and drafts personalized replies grounded in your trusted knowledge base. Finally, transform your service model with AI agents that autonomously resolve customer inquiries and execute multi-step workflows, providing 24/7 support without increasing headcount.

See Agentforce Service

A chat window with a message from Einstein reaching out to a banking customer.

Drive engagement with predictive AI that identifies the best segments and timing for every campaign. Scale personalization with generative AI to instantly create relevant content for any channel. Finally, transform your strategy with agentic AI by deploying marketing agents that autonomously optimize journeys and campaign performance in real-time, ensuring every interaction drives maximum ROI without manual intervention.

See Agentforce Marketing

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Maximize revenue with predictive AI that anticipates buyer intent and delivers smart product recommendations. Increase merchant productivity with generative AI to instantly create data-grounded product descriptions and personalized storefront content. Finally, drive growth with agentic AI by deploying commerce agents that autonomously guide shoppers through complex purchases and optimize your digital storefront 24/7 to ensure maximum conversion.

See Agentforce Commerce

A graphic showing how Einstein uses CRM data and Trust Layer to generate content.
A chat window with a message from Einstein reaching out to a banking customer.
A graphic showing that AI is used with ethics.

Ready to take the next step with the world’s #1 CRM for AI?

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Frequently Asked Questions

While generative AI focuses on creating content and summarizing information, agentic AI focuses on autonomous action. Generative AI acts as a highly skilled assistant that helps you write or research, whereas agentic AI, powered by Agentforce, uses a reasoning engine to plan and execute multi-step business tasks independently like resolving a service case or qualifying a lead without needing constant human prompts.

Salesforce secures enterprise data through the Agentforce Trust Layer. This native security architecture protects your information by using Sensitive Data Masking to hide PII and a Zero-Retention Policy, which ensures your proprietary data is never stored or used to train external AI models. This allows businesses to leverage powerful LLMs while keeping their data safely within their own security perimeter.

Yes. Salesforce is built on an open ecosystem that supports model openness. Through our "Bring Your Own Model" (BYOM) capabilities, you can securely connect to foundation models from partners like OpenAI, Anthropic, and Google. This allows you to choose the best AI model for your specific business needs while maintaining the security guardrails of the Salesforce platform.

AI at Salesforce is natively embedded into the Agentforce 360 Platform and leverages data from CRM and external applications to provide insights, predictions, and generated content directly in the flow of work.

AI Agents are autonomous, proactive applications designed to execute specialized tasks to help employees and customers. Agents use large language models (LLMs) to analyze and understand the full context of customer interactions or an automated trigger, then reason through decisions on the next steps autonomously.

These agents generate responses that are consistent with your company’s brand voice and guidelines using trusted business data, including Salesforce CRM data, external data from Data 360 and more. These agents are capable of operating 24/7 across various platforms like self-service portals and messaging channels, handling tasks proactively within set guardrails. When faced with complex issues beyond their scope, they can escalate the matter to human agents, ensuring that queries are resolved efficiently and accurately.