Salesforce says its AI agents now remember customer details twice as well

Salesforce says its AI agents now remember customer details much better. In the company's own testing, the updated Agentforce Memory recalls 1.8 times as many facts customers state outright as the old version. It recalls 2.2 times as many facts that change over time, such as an office that moves.

The problem it targets

Salesforce gives an example. In March, a customer says their office is in Bangalore. In June, they say it moved to Pune. In July, they ask a question that depends on location, and the agent answers as if the office were still in Bangalore. A reply built on an old fact reads just like one built on a current fact, which makes the error hard to spot.

The cost can be small or real. At best, a customer has to enter information twice. At worst, an employee asks an agent to arrange catering for tomorrow's meeting and it books delivery to the old office.

What changed

Agentforce Memory is the feature that keeps Salesforce's agents current on what customers tell them. It became generally available in September. The gain came from an updated memory policy, the rules for what an agent keeps and what it does when information changes. The new policy holds on to more of what a customer says. It also treats an update as a correction to something already known, not as an extra fact filed next to the first.

Salesforce stresses that nothing underneath the policy changed. The feature still runs on the architecture it launched with.

How it was tested

Salesforce AI Research built a testing framework. It creates long, multi-session conversations with specific facts planted along the way. It runs them through the live Agentforce system, then asks questions that depend on those facts. The conversations come from ConvoMem, a public benchmark Salesforce released in 2025. Testing the whole path helps show whether an agent failed to save a fact or failed to use it, said Erik Nijkamp, director of research at Salesforce AI Research.

What is not known

The numbers come from Salesforce's own evaluation. The company did not say how many facts the agent gets right overall, only how the new policy compares with the old one. No outside test is mentioned.

What to do

Anyone using AI assistants for customers or staff can ask the vendor how they handle updated details. Stale facts can send orders to the wrong place. Useful questions include:

• When a customer changes a detail, does the assistant replace the old one?
• How does the vendor measure what the assistant remembers over months?
• Can staff see and correct what the assistant has stored?

One Salesforce customer, a travel platform, built an employee-facing agent on Agentforce that answers team questions, summarizes cases, drafts emails and updates customer records. It now uses the improved memory.