{"id":76642,"date":"2025-11-24T17:57:02","date_gmt":"2025-11-24T17:57:02","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=76642"},"modified":"2025-11-25T17:40:21","modified_gmt":"2025-11-25T17:40:21","slug":"salesforce-launches-tools-to-support-visibility-in-large-scale-ai-deployment","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/crm\/salesforce-launches-tools-to-support-visibility-in-large-scale-ai-deployment\/","title":{"rendered":"Salesforce Launches Tools to Support Visibility in Large Scale AI Deployment"},"content":{"rendered":"

Salesforce has announced<\/a> its new observability tools for Agentforce 360.<\/span>\u00a0<\/span><\/p>\n

This comes after its annual report revealed that AI implementation had increased by 282% since 2024.<\/span>\u00a0<\/span><\/p>\n

These tools enable enterprises to deploy AI agents without worrying about the reliability and safety of their performance within a system.<\/span>\u00a0<\/span><\/p>\n

Salesforce’s observability tools provide AI agents with the capabilities to analyze performance, optimize interactions, and monetize stability.<\/span>\u00a0<\/span><\/p><\/blockquote>\n

Agent Analytics<\/span><\/h3>\n

This capability allows enterprises to view how well an AI agent is operating through monitoring its movements, how it\u2019s improving\/declining, and where these pain points are coming from.<\/span>\u00a0<\/span><\/p>\n

This can be turned into performance data, trends, and insights to understand how efficiently these agents are performing and take actionable steps to improve their usage.<\/span>\u00a0<\/span><\/p>\n

This can also be done across all implemented agents, allowing enterprises to view their agents\u2019 overall effectiveness on customer interaction and support their continuous improvement.<\/span>\u00a0<\/span><\/p>\n

Agent Optimization<\/span><\/h3>\n

As a key observable capability, Optimization offers customer enterprises full transparency with each agent interaction.<\/span>\u00a0<\/span><\/p>\n

Customers can uncover how agents make decisions and what led them to make those choices, highlighting performance gaps and session flows to diagnose any issues and deduce the steps needed to improve its performance.<\/span>\u00a0<\/span><\/p>\n

This can include prompt, rule, or data source adjustments to solve misinterpreted information, inconsistent results or agent hesitation.<\/span>\u00a0<\/span><\/p>\n

Salesforce provides access to end-to-end visibility for customers to view each agent\u2019s response and action, even with larger, complicated action chains.<\/span>\u00a0<\/span><\/p>\n

For less varied issues, similar requests can be accumulated to uncover larger problems in patterns or trends.<\/span>\u00a0<\/span><\/p>\n

Customers can also identify an agent\u2019s configuration issues to pinpoint how an agent\u2019s behaviour is affecting its operation\u00a0and uncover which areas need to be retrained or personalized further for improved performance.<\/span>\u00a0<\/span><\/p>\n

Agent Health Monitoring<\/span>\u00a0<\/span><\/h3>\n

This capability can monitor an AI agent\u2019s reliability and safety level to ensure that it is running as expected.<\/span>\u00a0<\/span><\/p>\n

It provides almost real-time visibility and alerts when the agent is performing unpredictably, notifying the company before any significant damage takes hold.<\/span>\u00a0<\/span><\/p>\n

It measures an agent\u2019s ability to handle requests, time taken to respond, and tracks incidents such as failures, breaks in activity, or invalid responses.<\/span>\u00a0<\/span><\/p>\n

By leveraging the capability, teams can speedily detect and resolve issues to minimize agent downtime and continue productivity.<\/span>\u00a0<\/span><\/p>\n

This tool is formed by two of Agentforce\u2019s components, acting as the foundation for the observability tool by supplying the data and governance structure needed to monitor agents:<\/span>\u00a0<\/span><\/p>\n