ServiceNow and Salesforce: Their AI Agent TimelinesServiceNow and Salesforce: Their AI Agent Timelines

Salesforce launches AI Agents for Sales, branded as Einstein SDR Agent and Einstein Sales Coach Agent. (Both were rebranded in September.)

ServiceNow launched its Xanadu platform – the major news being the AI Agents incorporated into that release.

Salesforce rebranded and relaunched its Einstein platform as Agentforce, the hub for all of its AI agents. Agentforce includes a feature called Agent Builder, which enables the creation and customization of AI agents.

Salesforce announced its intent to buy Zoomin, a data management provider for unstructured data. Acquisition completed in October 2024.

Salesforce announced its intent to buy Own Company, a provider of data protection and data management solutions. Acquisition completed in November 2024.

Salesforce completed the acquisition of Tenyx, a developer of AI-powered voice agents.

ServiceNow introduced Workflow Data Fabric.

ServiceNow added more than 150 Gen AI features to its platform -- and also emphasized its Workflow Data Fabric which facilitates connections to various data sources.

Salesforce launched its Agentforce Testing Center which enables customers to test and monitor AI agents.

Salesforce launched Agentforce 2.0 and began using the term ‘digital labor’ to describe its AI agents and capabilities.

Agentforce became fully integrated with Slack.

ServiceNow debuted its AI Orchestrator and Agent Builder.

ServiceNow began using the term ‘digital worker’ to describe its AI agents.

Salesforce launched Agentforce for Health, a new library of pre-built AI agent skills and actions for care teams, clinicians, and service reps.

ServiceNow launched AI agents for Telecom and partnered with Nvidia.

Salesforce debuted Agentforce 2dx which, in short, allows agentic AI to be embedded into any application, workflow or process.

ServiceNow acquired Moveworks and debuted its Yokohama

ServiceNow acquired ai a provider of a Configure, Price, Quote (CPQ) solution that will reinforce ServiceNow’s CRM offerings.

Salesforce launched Agentforce for Field Service, which will use AI agents to automate scheduling, paperwork, and reporting.

Salesforce announces its Agentic Maturity Model, a roadmap for CIOs to use when contemplating AI agent deployments.

Salesforce launched Agentforce for HR Service, which provides AI agents designed for HR.

ServiceNow announced Core Business Suite: an AI‑powered solution for core business processes such as HR, procurement, finance, facilities, and legal.

ServiceNow introduced ServiceNow University to aid in promoting AI literacy.

ServiceNow launched AI agents for Security and Risk.

Salesforce launched Agentforce 3 which brings several new capabilities to the company’s AI agent platform including a Command Center to control AI agents (often referred to as digital labor), support for both the Agent2Agent protocol (A2A) and the nascent Model Context Protocol (MCP), along with multiple other enhancements including support for new models, languages and a revamped pricing model.