Agentforce Service Agent Archives - gettectonic.com

04Oct

Commerce Cloud and Agentic AI

Recognizing the demand from both B2B and B2C buyers for seamless, consistent commerce experiences across online and offline channels, Salesforce has introduced an AI-powered, unified commerce version of its Commerce Cloud platform. Salesforce, a leader in merging ecommerce and CRM software, has taken a significant step toward unified commerce with this next-generation update to Salesforce Commerce Cloud. This move aligns with the expectations of both B2B buyers and consumers, who increasingly seek integrated and personalized interactions. The company states that Commerce Cloud now “natively connects all aspects of commerce—B2C, direct-to-consumer, and B2B commerce; order management; and payments—with sales, service, and marketing, all on a single platform.” This integration offers businesses a complete view of the customer journey through a shared catalog and user profile. By unifying elements like catalogs, pricing, orders, and marketing segments, companies can deliver personalized interactions, boost customer loyalty, and drive revenue across all touchpoints. Unified Commerce: A $1.5 Trillion Opportunity Salesforce cites research from Adyen, which indicates that adopting unified commerce strategies could present a $1.5 trillion opportunity for retailers globally. In North America, 76 of the top 2000 online retailers use Salesforce’s ecommerce platform. In 2023, these retailers generated over 6 billion in web sales. Salesforce’s B2B clients include major companies such as Siemens, Schneider Electric, GE Renewable Energy, and Chambers Gasket. AI-Powered Commerce Cloud Salesforce emphasizes that AI powers key aspects of its next-generation Commerce Cloud, enabling the platform to autonomously manage tasks like product recommendations and order lookups by leveraging data from digital and in-store interactions, orders, inventory levels, customer reviews, unified profiles, and CRM information. The AI-backed “Agentforce” agents are designed to assist employees in delivering personalized interactions, strengthening customer relationships, and improving profit margins. According to Justin Racine, Principal of Unified Commerce at Perficient, Salesforce’s efforts to unify the commerce experience across its broad range of products align with the needs of both B2B buyers and consumers. He notes that modern buyers expect brands to connect and communicate with them based on their previous behaviors, preferences, and purchases. Unlocking Revenue with Agentforce Michael Affronti, Senior Vice President and General Manager of Commerce Cloud, highlights that this new version embodies unified commerce by providing businesses with a single, integrated platform. The platform consolidates the entire commerce journey, with AI-powered Agentforce agents unlocking new revenue streams and delivering personalized experiences across every channel. Furniture designer and manufacturer MillerKnoll has already benefited from the unified platform. Frank DeMaria, Vice President of Digital Engineering & Platforms, mentions that the integration of sales, service, marketing, and other functions has helped the company offer personalized experiences and improve online sales and customer satisfaction across its portfolio of brands, including HermanMiller. Key Features of the New Commerce Cloud Racine adds that Salesforce’s new release unifies its product suite under a cohesive platform, providing marketers and business users with a comprehensive 360-degree view of the customer. This enables brands to build experiences and ordering workflows that are predictive rather than reactive. The integration of Agentforce represents a breakthrough, blending AI with brand interactions to unlock potential gains for merchandisers and buyers, and Racine is excited to see how these technologies enhance revenue and customer loyalty. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 4, 2024in Data, Salesforce Commerce Cloud

03Oct

Agentforce Unveiled

Salesforce Unveils ‘Agentforce’ to Empower a Billion AI Agents by 2025 Salesforce has introduced Agentforce, a revolutionary suite of autonomous AI agents aimed at transforming service, sales, marketing, and commerce sectors. With Agentforce, companies can rapidly scale their operations, boost efficiency, and elevate customer satisfaction by leveraging intelligent agents that handle routine tasks and complex workflows. The Agentforce Atlas Reasoning Engine powers these agents, autonomously analyzing data, making decisions, and completing tasks. This engine enables organizations to easily build, customize, and deploy their own agents using intuitive low-code tools. In addition, the Agentforce Partner Network allows customers to integrate pre-built agents from industry leaders like AWS, Google, IBM, and Workday, offering even more flexibility. Real-world impact Companies like OpenTable, Saks, and Wiley are already deploying Agentforce within their existing systems to enhance workforce capabilities and scale operations. Agentforce works autonomously, retrieving the right data on demand, building action plans, and executing them without human intervention. However, when needed, it can seamlessly hand off tasks to human employees, providing an overview of interactions, customer details, and suggested next steps. For example, Wiley has reported a 40% increase in case resolution after implementing Agentforce to handle routine inquiries. During busy seasons, like back-to-school, Agentforce has helped Wiley streamline operations, freeing up employees to handle more complex cases. Saks is also leveraging Agentforce to elevate its personalized customer experiences, empowering employees with real-time insights to deliver exceptional service. A new era of AI-driven customer success Salesforce CEO Marc Benioff is confident that Agentforce represents the third wave of AI, surpassing traditional chatbots and copilots with its fully autonomous capabilities. “Agentforce is a revolutionary and trusted solution that seamlessly integrates AI across every workflow, embedding itself deeply into the heart of the customer journey. This means anticipating needs, strengthening relationships, driving growth, and taking proactive action at every touchpoint,” Benioff said. Unlike its predecessors, Agentforce operates independently, adapting to changing conditions using real-time data. Whether responding to a customer service inquiry, qualifying sales leads, or optimizing marketing campaigns, Agentforce makes timely, relevant decisions based on an organization’s custom settings. When more human oversight is required, the platform provides detailed summaries and recommendations to assist employees in making informed decisions. Agentforce’s scalability and future Salesforce’s ambitious goal is to empower one billion AI agents by the end of 2025. This bold vision stems from the understanding that 41% of employee time is often spent on repetitive, low-impact work, according to the Salesforce Trends in AI Report. By automating these tasks, Agentforce allows employees to focus on more strategic, high-value initiatives, creating a hybrid workforce that is more effective and adaptable. Benioff noted, “While others require you to DIY your AI, Agentforce offers a fully tailored, enterprise-ready platform designed for immediate impact and scalability. Our vision is bold, and this is what AI is meant to be.” As businesses worldwide continue to explore AI’s potential, Agentforce positions Salesforce as a leader in the next wave of AI innovation, where autonomous agents enhance every facet of business operations. With over 1,000 agents already active, the future of work is a dynamic blend of human expertise and AI-powered agents, enabling organizations to thrive in an increasingly competitive landscape. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 3, 2024in Einstein 1 Platform, Salesforce Einstein, Salesforce Optimization

03Oct

Supercharged Sales and Service Excellence

When sales and service teams are seamlessly aligned, organizations can transform every service interaction into a powerful opportunity to drive revenue and build customer loyalty. By delivering contextual, personalized offers at the right time, businesses can turn each customer touchpoint into a chance to solve problems, create value, and enhance engagement. With the help of real-time data and AI, we move beyond treating customer interactions as isolated events. Instead, we focus on understanding the unique needs and preferences of each customer, whether they’re reaching out for support, visiting a store, or engaging online. Every touchpoint becomes an opportunity to deliver tailored solutions, strengthen loyalty, and increase revenue. These examples are just a glimpse of the solutions we help our clients deploy. With our deep expertise in AI implementation and industry-specific insights, Tectonic is ideally positioned to guide you through activating AI agents that build on your successes. Our extensive experience across diverse sectors enables us to identify the most impactful opportunities for AI, ensuring tailored solutions that align with your business strategy. Tectonic’s proven approach ensures AI agents are deployed efficiently and effectively, driving ROI and delivering measurable results. Agentforce: Open, Extensible, and Transformative Agentforce is designed to foster smooth interactions between agents created on the platform and external agents and applications. With integration into Salesforce Data Cloud, it enables real-time data access for better, faster decision-making. Tectonic can help facilitate this interconnectivity across various channels and platforms, ensuring seamless operations. In a society that prioritizes digital, artificial intelligence is changing sales and service tactics. Adopting AI agents is crucial for business leaders to keep ahead of the competition and develop more effective and efficient methods of customer and employee support. AI agents are not just upgrades—they are transformative forces that redefine what’s possible. They empower organizations to move from envisioning possibilities to realizing a future of enhanced sales performance, streamlined operations, and unmatched customer satisfaction, all powered by AI. Salesforce’s Agentforce: Scaling Your Workforce with Autonomous AI Agents Agentforce provides fully customizable autonomous AI agents that can integrate with enterprise data and take action across sales, service, marketing, and commerce. The Agent Builder allows users to create agents that automate any business process, in any industry, using existing Salesforce tools such as workflows, Apex code, and prompt templates. Leading companies like The Adecco Group, BACA Systems, OpenTable, Saks, and Wiley are already leveraging Agentforce Service Agents to deliver faster, more personalized customer responses while improving operational efficiency. Salesforce (NYSE: CRM), the world’s #1 AI CRM, has announced the general availability of Agentforce. This new platform layer enables businesses to create and deploy AI agents that autonomously take action across any business function. Unlike traditional chatbots and copilots, Agentforce agents possess advanced reasoning abilities to make decisions and take actions such as resolving customer issues, qualifying sales leads, and optimizing marketing efforts. These agents operate independently—triggered by changes in data, business rules, pre-built automations, or external signals from APIs. Agentforce includes out-of-the-box agents that can be easily customized and deployed with low-code or no-code tools, working around the clock across any channel. The first of these, the Agentforce Service Agent, outperforms traditional chatbots by handling a wide range of tasks—from simple to complex—using pre-built topics and actions for customer support. These agents are fully customizable to serve various industries, such as retail with order management or financial services with billing and payment support. “Agentforce is redefining business possibilities, ushering in an era of AI-driven abundance and limitless workforces that enhance every employee’s capabilities, strengthen customer relationships, and fuel unprecedented growth,” said Marc Benioff, Chair and CEO of Salesforce. “Built on Salesforce’s trusted, fully customizable platform—integrating enterprise data, metadata, AI models, workflows, security, and applications—Agentforce is everything AI was meant to be.” The Power of Agentforce With Agentforce, there’s no need for DIY AI. Unlike other platforms that require complex integrations and custom builds, Agentforce is natively built into the Salesforce Platform. Customers can instantly convert their existing Flows, prompt templates, Apex code, and APIs into agent actions, seamlessly connecting to enterprise data and security models. With the added power of native tools like Data Cloud, Slack, and MuleSoft, Agentforce offers a streamlined and efficient approach to scaling your workforce with AI. The new Agent Builder empowers Salesforce admins and developers to easily create AI agents with natural language instructions and guardrails, enabling even more customization and control. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 3, 2024in Agentforce Platform, Artificial Intelligence, Data, Enterprise, Google, Hyperforce, Mulesoft, Salesforce, Salesforce Data Cloud

02Oct

Spotlight on Agentforce

Agentforce stole the spotlight at Dreamforce, but it’s not just about replacing human workers. Equally significant for Service Cloud was the focus on how AI can be leveraged to make agents, dispatchers, and field service technicians more productive and proactive. During the Dreamforce Service Cloud keynote, GM Kishan Chetan emphasized the dramatic shift over the past year, with AI moving from theoretical to practical applications. He challenged customer service leaders to embrace AI agents, highlighting that AI-driven solutions can transform customer service from delivering “good” benefits to achieving exponential growth. He noted that AI agents are capable of handling common customer requests like tech support, scheduling, and general inquiries, as well as more complex tasks such as de-escalation, billing inquiries, and even cross-selling and upselling. In practice, research by Valoir shows that most Service Cloud customers are still in the early stages of AI adoption, particularly with generative AI. While progress has accelerated recently, most companies are only seeing incremental gains in individual productivity rather than the exponential improvements highlighted at Dreamforce. To achieve those higher-level returns, customers must move beyond simple automation and summarization to AI-driven transformation, powered by Agentforce. Chetan and his team outlined four key steps to make this transition. Deploy AI agents across channelsAgentforce Service Agent is more than a chatbot—it’s an autonomous AI agent capable of handling both simple and complex requests, understanding text, video, and audio. Customers were invited to build their own Service Agents during Dreamforce, and many took up the challenge. Service-related agents are a natural fit, as research shows Service Cloud customers are generally more prepared for AI adoption due to the volume and quality of customer data available in their CRM systems. Turn insights into actionLaunching in October 2024, Customer Experience Intelligence provides an omnichannel supervisor Wall Board that allows supervisors to monitor conversations in real time, complete with sentiment scores and organized metrics by topics and regions. Supervisors can then instruct Service Agent to dive into root causes, suggest proactive messaging, or even offer discounts. This development represents the next stage of Service Intelligence, combining Data Cloud, Tableau, and Einstein Conversation Mining to give supervisors real-time insights. It mirrors capabilities offered by traditional contact center vendors like Verint, which also blend interaction, sentiment, and other data in real time—highlighting the convergence of contact centers and Service Cloud service operations. Empower teams to become trusted advisorsSalesforce continues to navigate the delicate balance between digital and human agents, especially within Service Cloud. The key lies in the intelligent handoff of customer data when escalating from a digital agent to a human agent. Service Planner guides agents step-by-step through issue resolution, powered by Unified Knowledge. The demo also showcased how Service Agent can merge Commerce and Service by suggesting agents offer complimentary items from a customer’s shopping cart. Enable field teams to be proactiveSalesforce also announced improvements in field service, designed to help dispatchers and field service agents operate more proactively and efficiently. Agentforce for Dispatchers enhances the ability to address urgent appointments quickly. Asset Service Prediction leverages AI to forecast asset failures and upcoming service needs, while AI-generated prework briefs provide field techs with asset health scores and critical information before they arrive on site. Setting a clear roadmap for adopting Agentforce across these four areas is an essential step toward helping customers realize more than just incremental gains in their service operations. Equally important will be helping customers develop a data strategy that harnesses the power of Data Cloud and Salesforce’s partner ecosystem, enabling a truly data-driven service experience. Investments in capabilities like My Service Journeys will also be critical in guiding customers through the process of identifying which AI features will deliver the greatest returns for their specific needs. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 2, 2024in Agentforce Platform, Data, Generative AI, Salesforce, Unified Knowledge

21Sep

Agentforce and Thinking AI

Agentforce is how humans with AI drive customer success together, equips organizations with autonomous agents that boost scale, efficiency, and satisfaction across service, sales, marketing, commerce, and more New Agentforce Atlas Reasoning Engine autonomously analyzes data, makes decisions, and completes tasks, providing reliable and accurate results With Agentforce, any organization can build, customize, and deploy their own agents quickly and easily, with low-code tools New Agentforce Partner Network allows customers to deploy pre-built agents and use agent actions from partners like Amazon Web Services, Google, IBM, Workday, and more Customers like OpenTable, Saks, and Wiley are turning to Agentforce because it is integrated with their apps, works across customer channels, augments their employees, and scales capacity for business needs SAN FRANCISCO — September 12, 2024 – Salesforce (NYSE: CRM), the world’s #1 AI CRM, today unveiled Agentforce, a groundbreaking suite of autonomous AI agents that augment employees and handle tasks in service, sales, marketing, and commerce, driving unprecedented efficiency and customer satisfaction. Agentforce enables companies to scale their workforces on demand with a few clicks. Agentforce’s limitless digital workforce of AI agents can analyze data, make decisions, and take action on tasks like answering customer service inquiries, qualifying sales leads, and optimizing marketing campaigns. With Agentforce, any organization can easily build, customize, and deploy their own agents for any use case across any industry. The future of AI is agents, and it’s here. Our vision is bold: to empower one billion agents with Agentforce by the end of 2025. This is what AI is meant to be.” MARC BENIOFF, CHAIR, CEO & CO-FOUNDER, SALESFORCE “Agentforce represents the Third Wave of AI—advancing beyond copilots to a new era of highly accurate, low-hallucination intelligent agents that actively drive customer success. Unlike other platforms, Agentforce is a revolutionary and trusted solution that seamlessly integrates AI across every workflow, embedding itself deeply into the heart of the customer journey. This means anticipating needs, strengthening relationships, driving growth, and taking proactive action at every touchpoint,” said Marc Benioff, Chair and CEO, Salesforce. “While others require you to DIY your AI, Agentforce offers a fully tailored, enterprise-ready platform designed for immediate impact and scalability. With advanced security features, compliance with industry standards, and unmatched flexibility. Our vision is bold: to empower one billion agents with Agentforce by the end of 2025. This is what AI is meant to be.” In contrast to now-outdated copilots and chatbots that rely on human requests and struggle with complex or multi-step tasks, Agentforce offers a new level of sophistication by operating autonomously, retrieving the right data on demand, building action plans for any task, and executing these plans without requiring human intervention. Like a self-driving car, Agentforce uses real-time data to adapt to changing conditions and operates independently within an organizations’ customized guardrails, ensuring every customer interaction is informed, relevant, and valuable. And when desired, Agentforce seamlessly hands off to human employees with a summary of the interaction, an overview of the customer’s details, and recommendations for what to do next. Industry leaders like OpenTable, Saks, and Wiley are already experiencing the transformative power of Agentforce. For example, Agentforce is helping organizations like Wiley provide customers with dynamic, conversational self-service. Agentforce is configured to answer questions using Wiley’s knowledge base already built into Salesforce so it can automatically resolve account access. It also triages registration and payment issues, directing customers to the appropriate resources. With Agentforce handling routine inquiries, Wiley has seen an over 40% increase in case resolution, outperforming their old chatbot and giving their human agents more time to focus on complex cases. Why it Matters An estimated 41% of employee time is spent on repetitive, low-impact work, and 65% of desk workers believe generative AI will allow them to be more strategic, according to the Salesforce Trends in AI Report. Every company has more jobs to be done than the resources available to do them. As a result, many jobs go unaddressed or uncompleted. Agentforce provides relief to overstretched teams with its ability to scale capacity on demand so humans can focus on higher-touch, higher-value, and more strategic outcomes. The future of work is a hybrid workforce composed of humans with agents, enabling companies to compete in an ever-changing world. Supporting Customer Quotes “Piloting Agentforce has made a noticeable difference during one of our busiest periods — back-to-school season. It’s been exciting to go live with our first agent thanks to the no-code builder, and we’ve seen a more than 40% increase in case resolution, outperforming our old bot. Agentforce helps to manage routine responsibilities and free up our service teams for more complex cases.” – Kevin Quigley, Senior Manager, Continuous Improvement, Wiley “Every interaction that restaurants and diners have with our support team must be accurate, fast, and reflective of the hospitality that restaurants show their guests. Agentforce has incredible potential to help us deliver that high touch attentiveness and support while significantly freeing up our team to address more complex needs.” – George Pokorny, SVP Customer Success, OpenTable “As we advance our personalization strategy, we believe Agentforce and its AI-powered capabilities have the potential to make a real impact on our approach to customer engagement, raising the bar in luxury retail. Agentforce will improve our effectiveness across customer touchpoints, empowering our employees and augmenting their ability to deliver the elevated and more individualized shopping experiences for which Saks is known.” – Mike Hite, Chief Technology Officer, Saks Global Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly

September 21, 2024in Data, Enterprise, Generative AI, Google, Salesforce, Technology

07Sep

Salesforce to Enhance AI-Powered Tools With Tenyx

Salesforce to Acquire Tenyx, Enhancing AI-Powered Solutions Salesforce has announced its decision to acquire Tenyx, a California-based startup specializing in AI-driven voice agents. This acquisition aims to bolster Salesforce’s AI capabilities and further its commitment to enhancing customer service through innovative technology. The deal, set to close in the third quarter of 2024, will integrate Tenyx’s advanced voice AI solutions with Salesforce’s existing services. About Tenyx Founded in 2022, Tenyx has quickly established itself in various industries including e-commerce, healthcare, hospitality, and travel. The startup, led by CEO Itamar Arel and CTO Adam Earle, is renowned for developing AI voice agents that create natural and engaging conversational experiences. Salesforce’s Strategic Move This acquisition is part of Salesforce’s broader strategy to reinvigorate its growth and strengthen its AI capabilities. Following a year of focus on share buybacks and a reduction in acquisitions under pressure from activist investors, Salesforce is now pivoting to integrate cutting-edge technology. This move reflects a renewed emphasis on acquiring top-tier AI talent to drive innovation and maintain a competitive edge. Industry Context The acquisition aligns Salesforce with a growing trend in the tech industry, where major players like Microsoft and Amazon are also investing heavily in AI. Microsoft recently acquired talent from AI startup Inflection for $650 million, while Amazon brought in co-founders and employees from Adept. These strategic acquisitions highlight the escalating competition for AI expertise and tools. What This Means for Salesforce With Tenyx’s technology, Salesforce will enhance its AI-powered solutions, particularly within its Agentforce Service Agent platform. This integration aims to deliver more intuitive and seamless customer interactions, setting new standards in customer experience. Conclusion Salesforce’s acquisition of Tenyx is a strategic move to advance its AI-driven solutions and maintain its leadership in customer service technology. By integrating Tenyx’s innovative voice AI, Salesforce is positioned to redefine customer engagement and service standards. The deal is expected to close by the end of the third quarter of Salesforce’s fiscal year 2025, concluding on October 31, 2024, pending customary closing conditions. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

September 7, 2024in Salesforce, Technology

16Jul

Einstein Service Agent

Introducing Agentforce Service Agent: Salesforce’s Autonomous AI to Transform Chatbot Experiences Accelerate case resolutions with an intelligent, conversational interface that uses natural language and is grounded in trusted customer and business data. Deploy in minutes with ready-made templates, Salesforce components, and a large language model (LLM) to autonomously engage customers across any channel, 24/7. Establish clear privacy and security guardrails to ensure trusted responses, and escalate complex cases to human agents as needed. Editor’s Note: Einstein Service Agent is now known as Agentforce Service Agent. Salesforce has launched Agentforce Service Agent, the company’s first fully autonomous AI agent, set to redefine customer service. Unlike traditional chatbots that rely on preprogrammed responses and lack contextual understanding, Agentforce Service Agent is dynamic, capable of independently addressing a wide range of service issues, which enhances customer service efficiency. Built on the Einstein 1 Platform, Agentforce Service Agent interacts with large language models (LLMs) to analyze the context of customer messages and autonomously determine the appropriate actions. Using generative AI, it creates conversational responses based on trusted company data, such as Salesforce CRM, and aligns them with the brand’s voice and tone. This reduces the burden of routine queries, allowing human agents to focus on more complex, high-value tasks. Customers, in turn, receive faster, more accurate responses without waiting for human intervention. Available 24/7, Agentforce Service Agent communicates naturally across self-service portals and messaging channels, performing tasks proactively while adhering to the company’s defined guardrails. When an issue requires human escalation, the transition is seamless, ensuring a smooth handoff. Ease of Setup and Pilot Launch Currently in pilot, Agentforce Service Agent will be generally available later this year. It can be deployed in minutes using pre-built templates, low-code workflows, and user-friendly interfaces. “Salesforce is shaping the future where human and digital agents collaborate to elevate the customer experience,” said Kishan Chetan, General Manager of Service Cloud. “Agentforce Service Agent, our first fully autonomous AI agent, will revolutionize service teams by not only completing tasks autonomously but also augmenting human productivity. We are reimagining customer service for the AI era.” Why It Matters While most companies use chatbots today, 81% of customers would still prefer to speak to a live agent due to unsatisfactory chatbot experiences. However, 61% of customers express a preference for using self-service options for simpler issues, indicating a need for more intelligent, autonomous agents like Agentforce Service Agent that are powered by generative AI. The Future of AI-Driven Customer Service Agentforce Service Agent has the ability to hold fluid, intelligent conversations with customers by analyzing the full context of inquiries. For instance, a customer reaching out to an online retailer for a return can have their issue fully processed by Agentforce, which autonomously handles tasks such as accessing purchase history, checking inventory, and sending follow-up satisfaction surveys. With trusted business data from Salesforce’s Data Cloud, Agentforce generates accurate and personalized responses. For example, a telecommunications customer looking for a new phone will receive tailored recommendations based on data such as purchase history and service interactions. Advanced Guardrails and Quick Setup Agentforce Service Agent leverages the Einstein Trust Layer to ensure data privacy and security, including the masking of personally identifiable information (PII). It can be quickly activated with out-of-the-box templates and pre-existing Salesforce components, allowing companies to equip it with customized skills faster using natural language instructions. Multimodal Innovation Across Channels Agentforce Service Agent supports cross-channel communication, including messaging apps like WhatsApp, Facebook Messenger, and SMS, as well as self-service portals. It even understands and responds to images, video, and audio. For example, if a customer sends a photo of an issue, Agentforce can analyze it to provide troubleshooting steps or even recommend replacement products. Seamless Handoffs to Human Agents If a customer’s inquiry requires human attention, Agentforce seamlessly transfers the conversation to a human agent who will have full context, avoiding the need for the customer to repeat information. For example, a life insurance company might program Agentforce to escalate conversations if a customer mentions sensitive topics like loss or death. Similarly, if a customer requests a return outside of the company’s policy window, Agentforce can recommend that a human agent make an exception. Customer Perspective “Agentforce Service Agent’s speed and accuracy in handling inquiries is promising. It responds like a human, adhering to our diverse, country-specific guidelines. I see it becoming a key part of our service team, freeing human agents to handle higher-value issues.” — George Pokorny, SVP of Global Customer Success, OpenTable. Content updated October 2024. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

July 16, 2024in Agentforce Platform, Data, Einstein 1 Platform, Generative AI, Salesforce

Agentforce Service Agent

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