Salesforce launches AI agents for sales and support teams
Salesforce introduced a series of artificial intelligence agents on Tuesday designed to automate work for sales and technical support teams. The rollout includes five new agents, alongside a significant update to Agentforce Coworker, the company's existing automation tool built into several cloud services.
Most features are generally available now, with the remainder launching by year's end. For customer support professionals, two of the new agents directly target the workflows they manage daily: Casey and Fin.
What the new support agents do
Casey automates routine support tasks such as processing product return requests. Fin, built on technology Salesforce acquired earlier this year in a $3.6 billion deal, handles similar support use cases. Both agents are available to teams that use Salesforce's customer support products.
The company is also releasing Paige, an agent for internal help desk teams that fields employee HR questions and technical support requests. Marshall rounds out the lineup, automating repetitive tasks for supply chain teams.
Customization and control features
Companies can customize all the new agents using a programming syntax called Agent Script. Salesforce said the tool lets developers require an agent to carry out important tasks in a specific way, which reduces the risk of hallucinations - a persistent concern for teams deploying AI in customer-facing roles.
The update to Agentforce Coworker adds Multi-Agent Orchestration, which lets the tool split complex tasks among multiple specialized subagents. A second feature continuously optimizes those subagents' output quality, while a capability called AI Skills makes it easier for workers to customize how the agent carries out tasks.
Sales-focused agents join the lineup
Salesforce also launched three sales-oriented agents. Hunter helps business-to-business salespeople find leads, craft outreach emails, and prepare for presentations. It uses a module called the long-horizon runtime to maintain work plans across chat sessions - a capability Salesforce plans to extend to other agents later.
Piper and Carter can be embedded in company websites. Piper greets business-to-business prospects and routes them to the right salesperson, while Carter helps online retailers answer product questions and includes an in-chat checkout widget.
Why this matters for customer support teams
Casey and Fin automate the exact tasks that consume support agents' time: returns, product questions, and repetitive requests. Teams evaluating these tools should look closely at Agent Script, since requiring specific workflows is one practical way to prevent AI from giving customers wrong information. For support leaders interested in broader training on AI for Customer Support, understanding how these agent controls work will matter as more vendors push similar automation into help desk software. The broader shift toward AI Agents & Automation in support workflows means these capabilities are becoming table stakes, not differentiators.
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