Salesforce has introduced Agentforce, an advanced AI solution integrated into its platform, designed to enhance customer service, sales, and marketing through autonomous AI agents. Built on the trusted Salesforce Platform, Agentforce allows companies to automate complex processes, providing a digital workforce that can independently manage tasks without human involvement. Unlike standard chatbots, Agentforce agents are equipped with advanced reasoning capabilities to tackle intricate workflows, from resolving customer queries to qualifying sales leads and optimising marketing campaigns.
Agentforce provides customisable AI for varied industries
Agentforce offers a range of AI tools, including adaptable out-of-the-box agents that can be tailored to specific business requirements. Through Salesforce’s Agent Builder, companies can design agents to manage customer interactions across multiple platforms, including WhatsApp, Facebook Messenger, and web chat. With low-code or no-code configuration, businesses can quickly deploy agents that autonomously handle customer service queries, such as billing issues, order management, and account support.
“Agentforce is redefining what’s possible in business and beyond, ushering in a new era of AI abundance and limitless workforces that augment every employee, build deeper customer relationships and drive unprecedented growth and profitability,” said Marc Benioff, Chair and CEO of Salesforce.
Early adopters, including The Adecco Group, BACA Systems, OpenTable, Saks, and Wiley, are already leveraging Agentforce to increase service efficiency and accelerate response times. Wiley, for instance, experienced a 40% increase in case resolution during peak periods using Agentforce, allowing staff to focus on more complex cases.
Key features: Data integration, security, and AI-powered decision-making
Agentforce is seamlessly integrated with Salesforce’s Customer 360 ecosystem, accessing diverse data sources and platforms like Data Cloud, Slack, and MuleSoft to streamline customer support workflows and enhance agents’ access to essential customer data for personalised service. Data Cloud allows the integration of structured and unstructured data, equipping agents with precise information for efficient responses. Powering the system’s autonomy, the Atlas Reasoning Engine enables Agentforce agents to make decisions based on a human-like problem-solving approach.
Salesforce also prioritises security with its Einstein Trust Layer, providing robust data protection features, including zero data retention and secure data retrieval, ensuring compliance with organisational and regulatory standards. The Audit Trail feature further promotes transparency, tracking AI-driven actions so businesses can oversee Agentforce’s activity.
Rebecca Wettemann, CEO of Valoir, highlighted the value of Agentforce, stating, “Agentforce provides organisations the unique opportunity to transition from incremental gains to exponential ROI by automating customer interactions, improving outcomes, and reducing costs.”
Industry applications: From banking to education, healthcare, and more
Agentforce’s flexibility makes it suitable for various industries, with customisation options tailored to specific functions. In banking, for instance, an Agentforce agent can handle common queries and manage transaction disputes autonomously. In healthcare, a patient service agent can assist patients with physician scheduling and access their medical histories. The education sector benefits as well, with recruitment agents providing 24/7 personalised support to prospective students, easing the admissions process with real-time assistance.
OpenTable has already experienced significant improvements with Agentforce, which manages routine tasks like reservation changes and loyalty point redemptions, allowing support staff to focus on more detailed inquiries. George Pokorny, Senior VP of Global Customer Success at OpenTable, shared, “Saving just two minutes on a 10-minute call lets our service reps focus on strengthening customer relationships… With Agentforce, we can meet growing global demand while maintaining the exceptional service our customers expect.”
Agentforce’s capabilities also extend to the public sector, where, for example, a DMV help agent can assist citizens with licensing and vehicle registration inquiries. In media, advertising agents simplify proposal generation and campaign planning. In retail, AI-driven personal shoppers provide tailored assistance by utilising real-time product data and consumer insights.
Salesforce unveiled Agentforce at Dreamforce 2024, where users created over 10,000 agents to address diverse business needs. With Agentforce, companies can scale their workforce digitally, responding to customer requirements more efficiently and allowing human staff to handle more complex, impactful work. Agentforce’s advanced AI capabilities set a new standard for business automation, establishing it as a powerful tool for enhancing customer interactions across multiple sectors.
