Salesforce launches Agentforce 3 with real-time monitoring tools

Salesforce has launched Agentforce 3, a major upgrade to its AI agent platform that introduces comprehensive observability tools and support for emerging interoperability standards. The release addresses critical enterprise challenges around AI agent deployment at scale, with new features including a Command Center for real-time monitoring and native Model Context Protocol (MCP) support that enables secure connections across hundreds of business tools without custom coding.

What you should know: Enterprise adoption of AI agents is accelerating rapidly, with Salesforce reporting 233% usage growth in six months and over 8,000 customers now deploying the technology.

• Early adopters are seeing measurable returns: Engine reduced customer case handling time by 15%, while 1-800Accountant achieved 70% autonomous resolution of administrative chat requests during peak tax season.
• OpenTable sees 73% of all restaurant web queries handled by agents, and Grupo Falabella, a Colombian customer service operation, achieved a 71% reduction in phone call traffic in just three weeks.
• “AI agents are no longer experimental. They have really moved deeply into the fabric of the enterprise,” said Jayesh Govindarajan, EVP of Salesforce AI.

The big picture: Major enterprises like PepsiCo are embracing AI agents as part of broader digital transformation strategies, viewing them as essential digital workers rather than simple automation tools.

• PepsiCo, whose products are consumed over a billion times daily worldwide, is deploying Agentforce to meet customers “where they are — and in the ways they want to engage with us” while driving backend efficiency.
• “In a world full of AI tools, Agentforce stood out not just for its first-of-a-kind technology but how seamlessly it fit into our technology ecosystem,” said Athina Kanioura, PepsiCo’s chief strategy and transformation officer.

Why this matters: The Command Center addresses a critical gap in enterprise AI deployment by providing visibility into AI agent performance and impact on business outcomes.

• Companies moving beyond pilot programs face “day two problems” — operational challenges that emerge after initial deployment, including understanding when agents struggle and when to bring humans into workflows.
• The system captures all agent activity using the OpenTelemetry standard, enabling integration with existing monitoring tools like Datadog and other enterprise systems.
• “You can have multiple agents for multiple personas, and you need to be able to observe how that’s actually impacting the task that needs to get done at scale,” Govindarajan explained.

Key technical improvements: Agentforce 3 delivers significant performance enhancements and expanded global availability through its enhanced “Atlas” architecture.

• The platform now offers 50% lower latency compared to January 2025, response streaming for real-time user experiences, and automatic failover between AI model providers.
• For regulated industries, Salesforce now hosts Anthropic’s Claude models directly within its infrastructure via Amazon Bedrock, keeping sensitive data within the Salesforce security perimeter.
• Global availability expands to Canada, the UK, India, Japan, and Brazil, with support for six additional languages including French, German, Spanish, Italian, Japanese, and Portuguese.

Open standards integration: Native MCP support represents a significant step toward enterprise-grade AI agent interoperability across business systems.

• The platform launches with over 25 vetted MCP servers, including partnerships with PayPal for invoicing capabilities and Box for document access.
• “There’s generic interoperability, and then there’s what we call enterprise-grade interoperability,” explained Gary Lerhaupt, VP of product architecture at Salesforce. “If it’s not enterprise grade, it’s like sparkling untrusted interop.”
• An expanded AgentExchange marketplace provides pre-built integrations with over 30 partners including Amazon Web Services, Google Cloud, IBM, PayPal, and Stripe.

In plain English: The Model Context Protocol (MCP) is like a universal translator that allows different business software systems to communicate seamlessly with AI agents. Instead of companies having to write custom code to connect their AI agents to each new tool or database, MCP creates a standardized way for these systems to work together automatically.

Accelerating deployment: Salesforce has built over 200 pre-configured industry actions to help companies deploy functional AI agents quickly rather than building from scratch.

• More than 100 new actions were added this summer alone, ranging from patient scheduling in healthcare to advertising proposal generation in media.
• The company introduced more flexible pricing, including unlimited usage licenses for employee-facing agents and per-action pricing that scales with actual AI work performed.

What they’re saying: Industry leaders see fundamental changes in how work gets organized as AI agents become more prevalent.

• “New roles are emerging for people who manage a fleet of agents,” Govindarajan noted. “A CIO might ask, ‘I have seven agents running in my enterprise, what’s broadly happening?’ But someone running a specific marketing agent has a different lens on the same problem.”
• Gary Lerhaupt, VP of product architecture at Salesforce, positioned the current moment as transformational: “You had the personal computer, then the Internet, and now it’s multi-agent. The multi-agent revolution and the ability to plug agents together to do exceedingly complex new types of work.”
• “AI and technology are reshaping enterprise operations in ways that were once unimaginable,” Kanioura said. “The work we’re doing with Agentforce is one element of PepsiCo’s broader transformation as a connected company.”

Competitive landscape: Salesforce emphasizes its integration advantages as major technology companies race to establish AI agent platforms.

• When asked about competition from Microsoft, Google, and Amazon, Govindarajan highlighted Salesforce’s ability to “track the entire cycle of work within the enterprise ecosystem” and orchestrate data, actions, and workflows effectively.
• The Agentforce 3 platform becomes generally available Monday, with several features including hosted Anthropic models and the full Command Center rolling out through August.