Salesforce is recalibrating its enterprise AI strategy for Agentforce. Analysts warn this move could increase costs and complexity for customers.
The company introduced a new scripting layer called Agent Script, adding deterministic controls to the platform. This shifts the responsibility for managing AI behavior back onto CIOs and their teams, moving away from the initial vision of a fully autonomous agent requiring minimal oversight.
The strategic pivot addresses the unpredictable nature of autonomous agents in critical workflows, which created operational risks for customers.
Analysts caution that the change forces customers to absorb new costs and re-evaluate implementation timelines. Customers must also defend AI investments originally sold on the promise of autonomy. One research CEO stated the move represents a "major shift" that throws existing customer roadmaps into question.