Agentforce vs Einstein GPT: Key Differences Explained

Salesforce has been leading the CRM industry by integrating artificial intelligence across its platform. Two of its most discussed innovations are Agentforce and Einstein GPT. While both use AI to enhance productivity and customer experience, they serve different purposes, operate in different contexts, and offer unique capabilities. Understanding the differences is essential for organizations planning their AI strategy in 2025.

This guide breaks down what each product does, how they compare, and when to use them.

What Is Einstein GPT?

Einstein GPT is Salesforce’s generative AI technology that produces human-like content using natural language. It helps users create emails, summaries, product descriptions, chatbot responses, knowledge articles, and more.

Einstein GPT integrates with Salesforce Clouds to support:

• Personalized outreach for sales reps

• Automated case summaries for service teams

• Marketing content recommendations

• Code generation assistance for developers

• Report summaries for analytics

Its primary focus is to enhance productivity through content creation and conversational assistance.

What Is Agentforce?

Agentforce is a platform that introduces autonomous AI agents into Salesforce. These agents can take actions independently based on CRM data, business rules, and user prompts.

Agentforce helps organizations:

• Automate multi-step workflows

• Resolve support tickets

• Recommend next best actions

• Update CRM records automatically

• Interact with internal tools and external systems

Agentforce acts like an intelligent virtual teammate capable of performing operational tasks rather than just generating text.

Core Functional Difference

The most important difference is:

• Einstein GPT generates content.

• Agentforce performs actions.

Einstein GPT assists users with text-based output, while Agentforce makes intelligent decisions and executes tasks inside Salesforce.

How They Work

Einstein GPT:

• Uses large language models for generative content

• Improves communication speed

• Enhances decision-making through summaries and insights

• Requires human approval to act

Agentforce:

• Uses specialized AI agents with reasoning

• Executes tasks automatically

• Orchestrates workflows without manual intervention

• Operates within defined business guardrails

In other words, Einstein GPT informs; Agentforce acts.

Use Cases Comparison

Einstein GPT Use Cases

• Drafting sales outreach emails

• Summarizing case histories

• Creating marketing content

• Generating knowledge articles

• Writing product descriptions

• Helping developers with code suggestions

Agentforce Use Cases

• Closing support cases automatically

• Updating opportunity stages

• Triggering lead follow-ups

• Escalating high-priority tickets

• Scheduling field service appointments

• Conducting account-based research

Einstein GPT assists humans; Agentforce can replace certain human tasks safely.

Level of Autonomy

Einstein GPT:

• Requires human validation

• Generates suggestions

• Operates conversationally

Agentforce:

• Can take action without constant oversight

• Executes multi-step workflows

• Continuously learns from outcomes

This makes Agentforce suitable for scaled automation.

Integration Capabilities

Einstein GPT integrates deeply with:

• Email clients

• Slack

• Knowledge bases

• Salesforce objects

Agentforce integrates with:

• Third-party APIs

• Internal business systems

• CRM data models

• Workflow automations

Agentforce is designed for cross-system orchestration.

Security and Governance

Both are built with trust and compliance in mind, but governance differs.

Einstein GPT:

• Generates content based on allowed data access

• Does not retain customer information during training

• Requires user confirmation for record changes

Agentforce:

• Uses permission sets and guardrails

• Logs all activities for auditing

• Maintains strict access boundaries

Due to autonomous actions, Agentforce includes stronger control measures.

Target Users

Einstein GPT benefits:

• Sales representatives

• Service agents

• Marketers

• Developers

• Analysts

Agentforce benefits:

• Operations managers

• IT admins

• Support automation teams

• Field service coordinators

• Revenue leaders

Agentforce focuses on operational execution, while Einstein GPT supports productivity.

Impact on Productivity

Einstein GPT:

• Speeds up writing-related tasks

• Improves communication quality

• Helps summarize complex data

Agentforce:

• Reduces manual data entry

• Cuts resolution times

• Eliminates repetitive workflows

• Automates case handling

The productivity impact of Agentforce tends to be deeper because it removes labor entirely rather than accelerating it.

Pricing and Availability

Pricing varies depending on usage tiers. Einstein GPT has more widespread availability across Salesforce products. Agentforce is emerging as part of the AI Cloud, often requiring advanced licenses.

Future Outlook

Einstein GPT is expected to expand into better multi-language support, improved visual content, and cross-cloud intelligence.

Agentforce is projected to offer:

• Voice command execution

• Pre-built industry-specific agents

• Predictive service automation

• IoT-driven triggers

Both will become central to AI-native CRM strategies.

When to Use Einstein GPT vs Agentforce

Use Einstein GPT when you need:

• Generated content

• Summaries

• Recommendations

• AI assistance during work

• Faster communication

Use Agentforce when you need:

• Autonomous workflow execution

• Intelligent task automation

• Multi-step case resolution

• Operational efficiency

• Cross-system coordination

Organizations often benefit from using both together.

Conclusion

Agentforce and Einstein GPT are powerful AI tools, but they solve different problems inside Salesforce. Einstein GPT excels at generating content and supporting users conversationally, while Agentforce performs tasks autonomously based on real-time data and business logic. By combining the two, companies can elevate productivity, optimize workflows, improve customer satisfaction, and build a smarter, more automated CRM environment.

As AI continues to advance, these platforms will shape the future of digital work, helping teams achieve more with less effort.