The Rise of Autonomous Multi-Agent Systems – What to Expect from Salesforce in 2025

“The AI agent revolution is here, just as thrilling as the cloud, social, and mobile revolutions. It’s driving a level of transformation we’ve never seen before.”
– Marc Benioff, Chair and CEO of Salesforce

For years, AI followed instructions like a novice chef with a recipe, accurate but limited in creativity. Today, it has evolved into a master chef, capable of adapting, learning, and innovating in real-time. This new version of AI does more than just generate ideas; it autonomously drives processes, solves complex problems, and learns along the way.

This transformation isn’t just a technological upgrade, this is a power shift into the age of agentic AI.

Take Chipotle’s Chippy, for instance, an autonomous kitchen assistant blending culinary expertise with AI to make perfect tortilla chips.

AI agents are autonomous, proactive applications designed to carry out specific tasks independently. Powered by large language models (LLMs), these agents interpret the context of requests or automated triggers and make informed decisions, without human intervention.

Salesforce took this a step further with Agentforce and Agentforce 2.0. These AI agents aren’t just assistants anymore, they’re autonomous problem-solvers, working alongside humans to deliver real business value. With the power of LLMs, these agents analyze and respond to data with an unprecedented level of sophistication, reshaping industries and redefining the future of work.

As we enter 2025, innovation in AI agents will only accelerate. Salesforce predicts businesses will shift from relying on single AI agents to deploying multi-agent teams to tackle complex tasks.

In this blog post, we’ll explore the current landscape of AI agents, Salesforce’s vision for the future, and how multi-agent teams are set to transform businesses in 2025 and beyond.

The Current State of AI Agents: A Data-Infused Journey

A study conducted between November 2020 and February 2021 revealed the significant potential of AI, as agents began using a generative AI assistant during a phased rollout. This shift highlighted how AI could enhance both efficiency and customer support.

As AI-driven solutions gain traction, research shows that younger generations, particularly Gen Z, are eager to adopt these technologies for an improved customer experience.

The findings include⁽ⁱ⁾:

• 39% of customers are comfortable with AI agents scheduling their appointments.
• 24% are open to AI agents managing shopping tasks.
• Among Gen Z consumers, 32% are comfortable with AI agents taking care of their shopping.
• 34% of customers prefer interacting with an AI agent to avoid repeating information.
• 37% are at ease with AI agents creating personalized content, with 44% of Gen Z consumers expressing even greater comfort.

2024 proved a turning point for AI agents as businesses across multiple sectors began recognizing their full potential. From healthcare to eCommerce, AI agents have become essential tools across industries, particularly in customer service, where many businesses now rely on AI agents to handle up to 60% of customer interactions⁽ⁱⁱ⁾.

AI agents are not only resolving issues faster and managing more chats per hour but are also improving success rates in problem resolution. The most noticeable improvements were seen among newer employees, who experienced a 35% boost in productivity⁽ⁱⁱⁱ⁾.

Salesforce’s Agentforce exemplifies how AI agents can support overstretched teams by scaling capacity on demand. This allows human agents to focus on higher-value tasks, fostering more strategic outcomes. As the workforce continues to evolve, a hybrid model of humans working alongside AI agents will likely become the norm, helping you to stay competitive in an ever-changing landscape.

Wiley’s experience with Agentforce shows a 40% increase in case resolution, surpassing the performance of their previous chatbot and enabling human agents to dedicate more time to complex issues^(iv).

This shift is just the beginning, as Marc Benioff, Chair and CEO of Salesforce, envisions an even more expansive future for AI: “Our goal is bold: to empower one billion agents with Agentforce by 2025. This is the true potential of AI.”

Salesforce’s Visionary AI Investments: The Launchpad for 2025

The year 2025 marks a new era for AI within Salesforce, with Salesforce Ventures, Salesforce’s venture arm, expanding its AI investment to a remarkable $1 billion^(v).

Salesforce Ventures first made waves in March 2023 with the announcement of a $250 million generative AI fund for supporting promising AI startups. This included investments in companies like Anthropic, Cohere, Hearth.AI, and you.com. Just three months later, Salesforce Ventures doubled the size of the fund to $500 million, signaling the company’s growing commitment to AI innovation^(vi).

Now, Salesforce Ventures has launched an additional $500 million AI fund, pushing its total commitment to AI innovation to $1 billion over the past 18 months^(vii).

This expanded fund is focused on backing high-growth companies and visionary founders who are shaping the future of AI, driving market-shifting innovations, and delivering strong returns – while staying true to core values of trust and responsibility.

This massive investment underscores Salesforce’s confidence in AI’s transformative potential and its dedication to fostering the growth of innovative AI startups.

The Rise of Autonomous Multi-Agents: Salesforce’s Vision for 2025

The AI agents market is poised for remarkable growth, with projections estimating it will reach USD 47.1 billion by 2030, growing at a CAGR of 44.8%. This rapid expansion is driven largely by advancements in NLP^(viii).

In fact, 82% of companies plan to integrate AI agents into their operations within the next one to three years, while only 7% have no such plans^(ix).

For instance, a marketing-focused AI agent tasked with creating an ad campaign in Germany could autonomously collaborate with another agent in the legal department to ensure the campaign complies with local regulations. In logistics, multi-agent systems can optimize supply chains, manage inventories, and predict demand fluctuations.

Experts also foresee a significant rise in agentic AI, where multiple AI agents will play diverse roles across enterprises.

Let’s break down what Salesforce’s future could look like in the next few years according to our experts:

AI Agents Tackling Complex Enterprise Challenges

In 2025, multi-agent systems will take on more complex, enterprise-wide tasks, such as simulating product launches and orchestrating marketing campaigns. A notable example is Salesforce’s Atlas Reasoning Engine, which uses multiple large language models (LLMs), large action models (LAMs), and specialized RAG modules. These systems handle distinct subtasks like ranking, refining, and synthesizing information, pushing the boundaries of reliable and autonomous decision-making.

This shift toward more sophisticated multi-agent collaborations will address higher-order challenges across your enterprises. By optimizing marketing efforts and generating strategic recommendations, tools like the Atlas Reasoning Engine will revolutionize how you operate with advanced, trustworthy autonomy.

AI Agents Revolutionizing Personal and Business Decisions

Recent advancements are making personal AI agents increasingly powerful, with tools like Apple Intelligence and China’s super-apps already helping users complete tasks effortlessly by leveraging personal context. By 2025, AI agents will play an even greater role, shaping both everyday tasks and strategic business decisions. Tools like Agentforce will enable you to design custom AI agents aligned with your goals, while individuals will have AI agents optimized for their unique needs, offering personalized insights, recommendations, and dynamic solutions.

This shift will go beyond automation – AI agents will become trusted digital partners, providing adaptive, context-aware solutions for your personal productivity and business management. As individuals bring these agents into the workplace, you will need to integrate AI into your operations more rapidly. This trend, known as BYOAI (Bring Your Own AI Agent), mirrors the BYOD (Bring Your Own Device) movement that brought smartphones into the office. Personal AI agents will transform how your company connects with customers, allowing you to deliver highly personalized, trusted services at the most impactful moments.

AI Agents Collaborating for Smarter, More Efficient Solutions

In 2025, multi-agent systems will evolve into highly coordinated AI swarms, mirroring the way natural systems like ant colonies solve complex challenges.

Salesforce recognizes the immense potential of multi-agent systems and is developing frameworks to enable AI agents to collaborate on complex projects. For instance, imagine a Support AI agent helping a customer with a billing issue. The Support AI sends the customer’s details to a Billing AI agent, which retrieves the latest billing information. Then, the Support AI shares this updated info with the customer- all without needing any human involvement.

Through platforms like Agentforce, these AI agents will be customized to handle specific tasks, working in unison to accomplish shared objectives, making the future of AI about strategic collaboration and decision-making in both personal and business environments.

AI Agents Unifying the Customer Experience

In 2025, multi-agent systems will integrate functional agents that each manage distinct parts of the customer journey while ensuring context is maintained and shared seamlessly across teams.

For example, the marketing agent will pass critical lead information, including prior interactions and preferences, to the business development agent. As the lead progresses, the account management agent will receive real-time updates, allowing them to tailor the conversation and service accordingly. Even support agents will access the entire customer history, making them fully equipped to handle issues without the customer needing to repeat themselves.

By enabling these agents to share conversation context and work together, you can guarantee smooth and seamless handoffs every time. This interconnected network will eliminate silos, orchestrating a unified, personalized, and uninterrupted customer journey from start to finish.

With this approach, customers will experience a cohesive, contextually aware journey across all touchpoints, dramatically improving satisfaction and loyalty.

AI Agents Stepping Into Role-Specific Tasks

In 2025, role-based architecture will redefine the landscape of multi-agent systems. This emerging paradigm focuses on assigning specialized roles to individual AI agents, equipping them with distinct objectives, domain-specific knowledge, and tailored skill sets to execute complex operations with precision and efficiency.

Think of these systems as expert teams where tasks are divided into smaller components and assigned to the agent best suited for the job. Like in prompt chaining, where large tasks are broken down into subtasks for better refinement, multi-agent systems will leverage the strengths of specialized agents to drive optimal outcomes.

For instance, in a system built to generate business insights from data, one agent might specialize in data retrieval, another in performing deep analysis, and a third focusing on decision-making.

This delegation of tasks to agents based on their expertise will allow you to unlock smarter, more accurate, and data-driven results.

Wrapping Up

According to Nicole Carignan, VP of Strategic Cyber AI at Darktrace, in 2025, multi-agent systems, or ‘agent swarms,’ will be a defining trend.

As businesses seek more sophisticated solutions, the development of multi-agent systems will become crucial in addressing challenges that require complex, multi-layered decision-making.

These systems, fueled by innovations in reinforcement learning, will enable agents to coordinate their actions, share information, and streamline workflows across various departments and services.

This shift towards AI-driven solutions will also transform your customer service strategies. With businesses facing labor shortages, AI agents will step in to manage Tier-1 support, freeing up human agents to handle more complex Tier-2 issues.

In the era of autonomous agents, we envision a future where these agents will go beyond traditional roles. Acting as always-on “inspectors,” they will proactively identify anomalies, trigger real-time responses, and create hyper-personalized customer experiences. This evolution will not only optimize your operations and fuel business growth but also allow human workers to dedicate their efforts to more strategic, high-impact decisions.

As multi-agent systems reshape your workflows, AI-driven innovation will become the cornerstone of your business agility, operational efficiency, and industry disruption, empowering your business to stay ahead in a competitive landscape.

Statistics References:

⁽ⁱ⁾ Salesforce
⁽ⁱⁱ⁾ Analytics Vidhya
⁽ⁱⁱⁱ⁾ Stanford
^(iv) Salesforce
^(v) Salesforce
^(vi) Crunchbase News
^(vii) Salesforce
^(viii) MarketsandMarkets
^(ix) CNBC