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Key takeaways
The AI agent market is projected to hit nearly $47.1 billion by 2030, and for go-to-market (GTM) leaders, the signal is impossible to ignore. This isn't about chatbots that answer simple FAQs anymore. We're talking about autonomous systems that can perceive, decide, and execute complex, multi-step tasks—transforming how Sales, Support, and Success teams operate across a fragmented tech stack.
But with every major platform—and dozens of ambitious startups—launching their own version of AI agents, the landscape has become incredibly noisy. The biggest splash came from Salesforce at TrailblazerDX 2024 with the announcement of its new AI agent platform. It promises to revolutionize enterprise automation.
For CX and GTM leaders at B2B SaaS companies, this raises critical questions. Do you bet on the titan you already know? Or do you look to a new class of AI-native platforms designed specifically for the challenges your teams face today?
This article breaks down exactly what is Agentforce, how it compares to an AI-native platform like Mosaic AI, and provides a framework to help you make the right strategic decision for your organization.
What is Agentforce? The enterprise play for AI agents
So, what is Agentforce? At its core, it's Salesforce’s platform for building and deploying autonomous AI agents. It’s designed to automate complex, multi-step business processes that span across different departments and systems. Think of it as the next evolution of workflow automation, powered by generative AI.
Built on the Einstein 1 Platform, the system uses Einstein Copilot as its "brain" to understand user intent and orchestrate tasks. It’s designed to tackle sophisticated workflows like processing a complex product return, proactively identifying an at-risk customer and scheduling a meeting, or managing a multi-stage sales outreach campaign.
The platform consists of three main components:
- Agent Builder: A no-code tool that allows admins and developers to create AI agents by defining the goal, providing access to relevant data, and outlining the sequence of actions.
- Copilot Actions: Pre-built integrations and tools that allow agents to connect to other systems (both within and outside of Salesforce) to perform tasks.
- Dynamic Tools: A feature that enables agents to call new APIs in real-time, allowing them to adapt to unforeseen problems without needing to be manually reprogrammed.
The early results from customers have been impressive. This is the quintessential enterprise play. What is Salesforce Agentforce if not a powerful, deeply integrated solution designed to leverage the massive amounts of data already living within the Salesforce ecosystem?
The Mosaic AI question: Why the comparison isn't straightforward
When a giant like Salesforce makes a move, the natural question is how it stacks up against other players. However, a direct, feature-by-feature comparison between Salesforce Agentforce and an AI-native platform like Mosaic AI is challenging, primarily because public information is still emerging.
But this information gap reveals a more important truth about the market: you’re not just choosing a tool; you’re choosing a philosophy.
- Salesforce is building an all-encompassing, integrated universe. Its new AI agent platform is the logical extension of that strategy, designed to make the entire ecosystem more intelligent and automated. Its power is derived from its depth within a single vendor’s world.
- Mosaic AI represents the AI-native approach. Born from deep academic research in NLP and machine learning, Mosaic AI is purpose-built to solve the specific, high-friction problems CX and GTM teams face right now. It’s designed to be an "AI SideKick" that empowers employees by integrating with the messy, multi-vendor reality of a modern tech stack.
The real comparison isn’t about which platform has more bells and whistles. It’s about which strategic approach best aligns with your organization’s immediate needs, long-term goals, and operational reality.
Agentforce vs. Mosaic AI: Key comparison points for CX and GTM leaders
To make an informed decision, you need to look beyond the marketing and analyze the core strategic differences. Here’s how the two approaches diverge on the issues that matter most to CX and GTM leaders.
Ecosystem integration vs. best-of-breed flexibility
The biggest selling point for the Salesforce platform is its native integration with the Salesforce suite. The trade-off, however, is that its power is largely confined to that ecosystem. This creates a critical blind spot, because even the most dedicated "Salesforce shops" don't run their entire business on Salesforce.
The reality of a modern tech stack is that critical CX and GTM knowledge is scattered. Your team communicates in Slack. Your engineers document features in Confluence and manage sprints in Jira. Your support tickets live in Zendesk. An AI agent that can't see into these systems is working with incomplete information.
Consider a real-world scenario: a support agent needs to answer a technical question about a new feature. The answer isn't in the CRM. It's buried in a technical spec in Confluence and a related Slack thread between Product and Engineering. An AI agent limited to the Salesforce ecosystem can't find it. This is where the single-vendor approach breaks down.
Mosaic AI is built for this cross-platform reality. It connects to your entire tech stack, providing a complete view of customer context, not just the CRM slice. This ability to search across all platforms is where it truly shines, delivering comprehensive answers that reflect how your teams actually work.
Data strategy: Centralized cloud vs. federated knowledge
The effectiveness of Salesforce's platform hinges on the Salesforce Data Cloud. To work properly, agents need access to clean, unified, and well-structured data. This means organizations must first invest heavily in a data unification project.
Mosaic AI takes a different approach, acknowledging that most companies don’t have a perfect, centralized data repository. It uses a sophisticated Retrieval-Augmented Generation (RAG) framework to pull information from your existing, scattered knowledge sources on demand—whether they're in Salesforce, Slack, Notion, or Zendesk.
As Mosaic AI's CEO Alon Talmor puts it, “RAG is like taking an open-book test with a giant, messy textbook.” Mosaic AI is engineered to be the system that knows where to look across your entire tech stack to find and synthesize the right information instantly.
Automation scope: Broad enterprise tasks vs. specific CX and GTM workflows
The promise of what is Agentforce Salesforce is its ability to handle broad, cross-functional enterprise tasks. It’s a horizontal platform for building almost any kind of agent.
Mosaic AI is vertically focused on B2B Support teams. It’s not trying to be everything to everyone. Instead, it delivers pre-built and customizable workflows that solve the most pressing CX and GTM challenges:
- Accelerating new hire onboarding: Conductor cut ramp-up time for new agents by making information easier to find.
- Reducing ticket handle time: monday.com saw a 13.5% reduction in ticket handling time by giving their CS team instant, accurate answers from a unified knowledge source.
- Identifying knowledge gaps: Yotpo used Mosaic AI to analyze customer conversations, pinpoint gaps in their documentation, and reduce internal support tickets by 20%.
This focus allows for faster time-to-value on the metrics that CX and GTM leaders are measured on.
The implementation reality: Are your teams ready for AI agents?
A recent study found that 73% of support agents feel unprepared to handle complex customer issues. AI agents are positioned as the solution, but implementing them introduces its own set of challenges.
Understanding what is Agentforce means understanding these prerequisites. It’s not a plug-and-play solution. It’s a transformation project that requires significant investment in data hygiene and process re-engineering.
Platforms like Mosaic AI are designed for a faster, more iterative deployment. By focusing on specific workflows and connecting to existing systems, they can be rolled out in weeks, not months or years, delivering measurable ROI from day one and building momentum for broader AI adoption.
Making the decision: A framework for choosing your platform
The choice between a platform like Salesforce's and an AI-native solution like Mosaic AI comes down to your strategic priorities and operational reality.
Choose an enterprise platform like Salesforce's if:
- You are a deeply committed, wall-to-wall Salesforce shop and are willing to accept the blind spots outside that ecosystem.
- Your primary goal is to automate processes that are tightly coupled only with Salesforce data.
- You have the budget and resources for a significant data unification project via the Salesforce Data Cloud.
Consider an AI-native platform like Mosaic AI if:
- You need an AI that reflects how your teams actually work—across Salesforce, Slack, Confluence, Zendesk, and more.
- You need to solve specific, high-impact CX and GTM pain points now and prove ROI quickly.
- You want a complete, 360-degree view of your customer knowledge, not just the slice that lives in your CRM.
- You need a solution that empowers your existing team to be more effective, rather than a platform that requires a dedicated team of AI builders to manage.
The future is autonomous—but the path isn't one-size-fits-all
There’s no doubt that AI agents will fundamentally reshape how businesses operate. The question is no longer if you should adopt them, but how. Salesforce Agentforce has validated the market and presented a powerful, albeit ecosystem-dependent, vision for the future.
However, for most B2B SaaS organizations, the most effective path forward is not the one that ignores the multi-vendor reality of their tech stack. The true value of AI is unlocked when it meets your teams where they are, solving real-world problems with a complete view of your company's knowledge.
Ultimately, understanding what is Agentforce and how it compares to the broader market is the first step. The next is to look inward and decide which strategic path will deliver the transformation your business needs—not just the one with the biggest name attached.
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