Salesforce has launched Agentforce, a platform designed to integrate generative AI models into enterprise workflows. The system connects directly to Salesforce Data Cloud and Customer 360, utilizing the Model Context Protocol to access external endpoints and third-party B2B data ecosystems.
The platform provides a suite of lifecycle tools, moving beyond experimental coding to production-grade orchestration. It aims to transform standard generative models into autonomous execution engines capable of handling critical business tasks within a secure corporate environment.
Southwest Airlines has implemented Agentforce to manage customer service operations. The airline handles more than 20 million inquiries annually with a team of 2 600 service representatives.
The deployment at Southwest Airlines began with a phased rollout in November 2025. The tools are currently integrated into the company's Help Center and mobile application to process requests regarding baggage policies, loyalty programs, and flight disruptions.
