Salesforce launches Agentforce Operations for back office

Salesforce has launched Agentforce Operations, an artificial intelligence product designed to automate back-office processes across business systems. It expands the company's Agentforce software beyond customer-facing work.

The product targets functions such as finance, supply chain and compliance, where many tasks still require staff to move between email, enterprise resource planning systems and customer relationship management platforms. It can execute workflows end to end, including verifying data, seeking approvals and carrying out compliance checks.

Salesforce said the system has cut cycle times by 50% to 70% in areas such as auditing and onboarding, while reducing manual data entry and similar tasks by 80%. It also generates audit trails for each action so businesses can track how work is completed.

The launch reflects Salesforce's push to extend AI agents from front-office activities into the operational processes behind sales, service and support. It comes as large companies look for ways to apply generative AI to routine administration without replacing their existing software estates.

Agentforce Operations is based on technology from Regrello, which Salesforce has used in complex supply chain work. The software converts process documents and diagrams into what it calls digital blueprints, which then guide tasks handled by AI agents and human workers.

The product also includes more than 30 pre-built blueprints for tasks such as invoice auditing, onboarding and purchase order rescheduling. Managers can update processes in plain language, while the system records each AI action against the underlying workflow.

That emphasis on process execution, rather than simple task routing, is central to Salesforce's pitch. Many legacy workflow tools can assign jobs and manage approvals, but they often break down when work spans several systems, depends on unstructured documents or changes frequently.

Salesforce said the product can be used in sectors including manufacturing, banking, insurance and internal IT services. One example involved agents handling fulfilment after a deal closes by checking inventory, coordinating suppliers, managing approvals and triggering field service actions. Another involved loan underwriting, with agents extracting information from tax returns, following up on missing signatures and checking compliance rules.

“As companies accelerate AI adoption to become Agentic Enterprises, most are still burdened by an underlying layer of fragmented, manual processes across supply chain, procurement, finance, and the broader back office. This quietly slows operations, increases costs, and limits growth. With Agentforce Operations, we're not just digitising those processes but rethinking them for the AI-first world, optimising how agents and humans work together,” said Aman Naimat, senior vice president and general manager of Agentforce Operations at Salesforce.

Customer use

Salesforce included customer and partner examples intended to show how AI agents are being deployed across operations. Some relate to lead management and customer engagement rather than back-office processing alone.

“Scaling to meet growth without the massive overhead of traditional hiring is a major challenge with workforce orchestration across the front and back-office. Salesforce has enhanced our infrastructure and helped us deploy Teddy, our AI agent that works autonomously alongside our human team to handle over 1,000 leads per week. Teddy has helped us achieve a 427% increase in prospect engagement and $1.5M in cost savings, allowing us to operate like a company ten times our size. With automated lead qualification and scheduling taking place in a single platform, we're reducing manual bottlenecks and letting our teams focus on building strong customer relationships,” said Brandon Metcalf, chief executive officer and founder of Asymbl.

Consultancies and implementation partners also backed the launch, citing demand from regulated sectors and large enterprises with fragmented systems.

“The rapid maturation of agentic capabilities has created a significant opportunity for financial services companies to utilise these emerging technologies to enhance their underlying business processes and unlock new sources of value through greater efficiency, smarter decision-making, stronger compliance, and more personalised customer experiences at scale,” said Bell.

Another example came from Siemens Digital Industries Software, which said it had used Salesforce software to unify customer and operational data across older systems.

“Following a decade of growth, our primary challenge was the collection of legacy systems that kept our teams and customer data isolated. With the Agentforce 360 Platform, we have been able to leverage a unified, real-time view of customer profiles across front-end and back-end systems. Thanks to the power of AI agents and automation, we are giving our teams the time back to focus on more strategic, high-value work,” said Allan.