Salesforce AI Research advances Agentic Enterprise

Thursday, 4 September 2025 05:22 - - {{hitsCtrl.values.hits}}

Salesforce AI Research has announced new breakthroughs that strengthen the path to the agentic enterprise — organisations where AI agents work alongside humans with trust, scale, and efficiency.

At the centre is CRMArena-Pro, an advanced simulation environment that lets businesses test agents in complex, multi-turn scenarios like sales forecasting, service triage, and CPQ processes. Acting as a digital twin of a business, CRMArena-Pro introduces real-world “noise” to measure accuracy, efficiency, and resilience before agents are deployed. By preparing agents for customer escalations, supply chain disruptions, and other unpredictable challenges, enterprises can ensure their systems are capable, consistent, and trustworthy.

To address the question of readiness, Salesforce introduced the Agentic Benchmark for CRM, the first tool designed to evaluate AI agents in enterprise-specific contexts across five key metrics: accuracy, cost, speed, trust and safety, and sustainability. The inclusion of sustainability highlights the growing importance of balancing computational demands with environmental impact. With new models emerging weekly, this benchmark provides CIOs with a rigorous, data-driven way to choose the right models for real-world workflows.

Two complementary benchmarks, MCP-Eval and MCP-Universe, further expand testing capabilities. MCP-Eval enables scalable assessments across synthetic tasks, while MCP-Universe stress-tests agents in real-world scenarios. Together, they provide a dual framework for both broad evaluation and deeper diagnosis, helping enterprises identify and address limitations in areas such as long-context handling and tool adaptability.

Salesforce also unveiled Account Matching, a capability powered by fine-tuned LLMs to reconcile fragmented and duplicative records. In one pilot, it unified over a million accounts with 95% accuracy, cutting handling time by 30 minutes and eliminating duplicative work.

These innovations collectively advance Salesforce’s mission to help enterprises adopt AI with confidence, delivering smarter automation, cleaner data, and agents built for enterprise-grade performance, Salesforce said.