Salesforce AI Research has introduced several important technological innovations this quarter, which aim to make companies an agentic enterprise, i.e. an organization where humans and AI work together. These include – Enterprise Simulation Environment, Agentic Benchmark for CRM and Data Cloud Account Matching. These technologies will help companies improve data quality, assess the readiness of agents and bring duplicate data to one place.
CRMArena-Pro: Digital Simulation of Business Environment
Where pilots train in flight simulators and surgeons practice on artificial models, similarly AI agents are also being prepared through simulation testing.
- CRMArena-Pro is Salesforce’s new platform that tests AI agents in complex business scenarios such as customer service, sales forecasting and CPQ processes.
- This system uses synthetic data and secure API calls to better prepare agents for real situations.
- This allows companies to assess their agents’ ability to deal with challenges such as customer escalation or supply chain disruption.
Agentic Benchmark: A new measure to measure agent performance
Amidst the abundance of AI models, it is difficult to decide which model is the best. To make this easier, Salesforce has launched Agentic Benchmark for CRM.
- This benchmark tests agents on five important parameters:
Accuracy, Cost, Speed, Trust & Safety, Sustainability.
- The special thing is that it also includes sustainability metrics that tell how much an agent impacts the environment.
- Apart from this, tools called MCP-Eval and MCP-Universe have also been introduced which test agents in real business situations.
Data Cloud Account Matching: Eliminate the problem of duplicate data
The biggest problem of any business is scattered and duplicate data.
Salesforce has launched Account Matching to solve this.
- This system identifies and integrates duplicate accounts with the help of AI.
- Example: Identifying “The Example Company, Inc.” and “Example Co.” as the same company.
- This cleans and unifies the data, which helps agents make the right decisions.
- With the help of this tool, a company integrated more than 1 million accounts with 95% accuracy and recorded a reduction of 30 minutes in average handling time.
These innovations from Salesforce provide companies with reliable AI agents, clean data, and improved performance.
Tools like CRMArena-Pro, Agentic Benchmark, and Account Matching will not only accelerate business operations but also lay a strong foundation for companies to transform into the agentic enterprise of the future.
