Financial Services Archives

03Feb

Transforming Industries and Redefining Workflows

The Rise of Agentic AI: Transforming Industries and Redefining Workflows Artificial Intelligence (AI) is evolving faster than we anticipated. No longer limited to predicting outcomes or generating content, AI systems are now capable of handling complex tasks and making autonomous decisions. This new era—driven by Agentic AI—is set to redefine the workplace and transform industries. From Prediction to Autonomy: The Three Waves of AI To understand where we’re headed, it’s important to see how far AI has come. Arun Parameswaran, SVP & MD of Salesforce India, describes it as a fundamental shift: “What has changed with agents is their ability to handle complex reasoning… and, most importantly, to take action.” Unlike previous AI models that recommend or predict, Agentic AI executes tasks, reshaping customer experiences and operational workflows. Agentic AI in Action: Industry Applications At a recent Mint x Salesforce India deep-dive event on AI, industry leaders explored how Agentic AI is driving transformation across sectors. The panel featured: Here’s how Agentic AI is already making an impact: 1. Revolutionizing Customer Support Traditional chatbots have limited capabilities. Agentic AI, however, understands urgency and context. 2. Accelerating Business Decisions In finance and supply chain management, AI agents analyze vast amounts of data and execute decisions autonomously. 3. Transforming Travel & Aviation Airlines are leveraging AI to optimize booking systems, reduce costs, and enhance efficiency. 4. Automating Wealth Management AI agents in financial services monitor markets, adjust strategies, and offer personalized investment recommendations in real time. The Risks & Responsibilities of Agentic AI With great autonomy comes great responsibility. The potential of Agentic AI is vast—but so are the challenges: The Future of Work: AI as a Partner, Not a Replacement Despite concerns about job displacement, AI is more likely to reshape rather than replace roles. What Are AI Agents? AI agents go beyond traditional models like ChatGPT or Gemini. They are proactive, self-learning systems that: They fall into two categories: “AI agents don’t just wait for commands; they anticipate needs and act,” says Dr. Tomer Simon, Chief Scientist at Microsoft Research Israel. AI Agents in the Workplace: A Shift in Roles AI agents streamline processes, but they don’t eliminate the need for human oversight. Salesforce’s Agentforce is a prime example: “Companies need to integrate AI, not fear it. Those who fail to adopt AI tools risk drowning in tasks AI can handle,” warns Dr. Omri Allouche, Chief Scientist at Gong. The Road Ahead: AI-Driven Business Growth Agentic AI is not about replacing people—it’s about empowering them. As organizations re-evaluate workflows and embrace AI collaboration, the companies that act early will gain a competitive edge in efficiency and innovation. Final Thought The AI revolution is here, and Agentic AI is at its forefront. The key question isn’t whether AI will transform industries—it’s how organizations will adapt and thrive in this new era. 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

February 3, 2025in Agentic AI, AI Tools, Artificial Intelligence, Data, Generative AI, Google, Laws, Salesforce, Technology0 Comments

31Jan

Here Comes Salesforce Spring 25

The Spring ’25 release helps you increase productivity with new innovations, including Agentforce 2.0, where humans with agents drive customer success together. 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

January 31, 2025in Data, Enterprise, Generative AI, Google, Hyperforce, Life Sciences Cloud, Mulesoft, Public Sector Solutions, Salesforce, Salesforce Flow, Salesforce for Nonprofits, Snowflake0 Comments

07Jan

Why Choose Salesforce as Your Mortgage CRM?

Centralized Data Storage & Management Salesforce Mortgage CRM consolidates all your mortgage data into a single platform, offering a unified view of client information, loan details, and transaction history. This eliminates the confusion of scattered data, ensuring brokers have quick access to crucial information. For instance, if a client calls with questions about their loan, brokers can immediately retrieve accurate details, enhancing trust and improving the client experience. Accurate Loan Forecasting With AI-driven data analytics, Salesforce provides actionable insights into future loan opportunities, potential risks, and projected income. By analyzing historical data, brokers can predict client behavior, such as the likelihood of refinancing. This proactive approach allows brokers to deliver tailored offers, increasing conversions and client satisfaction. Seamless Collaboration & Secure Data Sharing Effective communication within an organization is essential, and Salesforce Mortgage CRM excels at connecting team members across locations and devices. Features like document management ensure efficient workflows through version control, rights management, and advanced search capabilities. Brokers can also share select records or documents securely with external stakeholders by granting limited access, ensuring confidentiality while streamlining the lending process. Top-Notch Security Salesforce Mortgage CRM prioritizes data security with multi-level protocols, including multi-factor authentication, data encryption, 24/7 monitoring, and an advanced Trust Layer. These features ensure that sensitive client information, such as financial and personal data, is safeguarded, fostering confidence among potential borrowers. Personalized Client Interactions Every client’s journey is unique, and Salesforce empowers brokers to deliver personalized experiences. For example, if a client’s fixed-rate term is nearing its end, Salesforce can automate outreach with refinancing options. This level of personalization improves client satisfaction and strengthens retention strategies. In-Depth Analytics and Visualization Salesforce offers robust analytics tools to provide mortgage professionals with insights into client behavior, market trends, operational performance, and risk factors. Interactive dashboards and customizable reports enable brokers to visualize metrics like loan-to-value ratios, debt-to-income ratios, and delinquency rates. These insights help streamline operations, improve profitability, and mitigate risks. Automation and AI-Powered Assistance Salesforce integrates cutting-edge AI tools to automate routine tasks, segment clients, and deliver tailored recommendations. Brokers can use these tools to identify refinancing opportunities, streamline workflows, and increase efficiency. While advanced AI features may require premium subscriptions, Salesforce also provides no-code automation capabilities. Tools like Salesforce Flow allow users to create automated workflows for tasks such as data entry, follow-ups, and approvals. For complex workflows, Flow Orchestrator enables brokers to coordinate multi-step processes seamlessly. These automation features eliminate manual tasks, freeing brokers to focus on high-value activities. Streamline Your Lending Process with Salesforce Mortgage CRM Whether you’re looking to centralize your data, enhance client relationships, or improve operational efficiency, Salesforce Mortgage CRM offers a comprehensive solution. Its combination of AI, analytics, and automation ensures that your team can work smarter, not harder. Ready to transform your mortgage business? Let Salesforce help you achieve greater efficiency and client satisfaction today. Unlock the Full Potential of Mortgage Lending with Salesforce Mortgage CRM Automation Without AI Salesforce Mortgage CRM streamlines repetitive tasks through its no-code automation capabilities, removing the need for AI. Salesforce Flow allows brokers to create automated workflows triggered by specific events, such as follow-up tasks, reminders, or status updates. For more intricate workflows, Flow Orchestrator provides seamless coordination for multi-step processes, including approvals, ensuring a smooth lending experience. Whether sending monthly statements or routing documents between stakeholders in the approval process, Salesforce Mortgage CRM automates these tasks based on your predefined rules. For enterprises, Financial Services Cloud (FSC) offers pre-built templates to manage mortgage applications. For SMBs, building tailored flows from scratch can be a more efficient and cost-effective solution, offering greater customization without overpaying for unused FSC features. An excellent example of Salesforce’s versatility is integrating scheduling tools like Calendly with borrower portals built in Experience Cloud. These portals allow clients to book appointments while considering time zone differences and send automated reminders, ensuring seamless borrower engagement. Platform Customization and Scalability Salesforce is an agile platform that adapts to your business needs. Need custom fields for underwriting criteria? A new object to track loan pipeline opportunities? Or automated workflows to manage approvals? Salesforce’s intuitive point-and-click configuration tools empower you to customize your system without complex coding, making it a perfect fit for businesses of any size. Seamless Integration with Third-Party Tools Salesforce’s vast ecosystem, powered by the AppExchange, offers over 7,000 add-ons to enhance your CRM’s functionality. From digital signature solutions to mortgage rate comparison tools, these integrations eliminate the need for extensive custom development. If your unique needs aren’t met by existing options, Salesforce’s certified AppExchange partners can help create tailored solutions. Salesforce Products Tailored for Mortgage Lending Firms 1. Financial Services Cloud (FSC) FSC is purpose-built for the financial services industry, including mortgage lending. It provides a 360-degree view of clients, integrating their financial holdings, activities, and loan details. With FSC, lenders can offer personalized recommendations, streamline the underwriting process, and stay compliant with industry regulations using built-in risk management tools. 2. Marketing Cloud Account Engagement (Pardot) Pardot empowers lenders to engage potential borrowers effectively. For example, a mortgage firm targeting first-time homebuyers can use Pardot to create automated, personalized email campaigns, nurturing leads with tailored content about loans, interest rates, and homebuying tips.Real-time insights and Einstein-powered predictive lead scoring help mortgage professionals prioritize high-value leads and track engagement through detailed campaign performance metrics, such as Multi-Touch Attribution Reports. 3. Experience Cloud For mortgage firms looking to provide a self-service option, Experience Cloud allows for building custom portals and websites. Borrowers can use these portals to upload documents, track application statuses, and access loan details. The drag-and-drop design tools and pre-built templates make it easy to create branded, user-friendly interfaces without requiring extensive coding. 4. Service Cloud Customer service is critical in the mortgage process, and Salesforce Service Cloud enhances this experience with omnichannel support across email, chat, and phone. Borrowers can quickly get answers to questions about their applications, while automation retrieves and shares relevant data instantly. This improves response times, reduces manual effort, and ensures borrowers receive

January 7, 2025in AI Tools, Data, Enterprise, Salesforce, Salesforce Development Services, Salesforce Experience Cloud, Salesforce Financial Services Solutions, Salesforce Flow, Salesforce Marketing Cloud, Salesforce Service Cloud0 Comments

02Jan

AI Agents in Business 2025

AI Agents Are No Longer Just Hype—They’re Transforming Business in 2025 For years, AI agents have been more of a promise than a reality. But that’s changing in 2025. According to Salesforce, AI agents are finally becoming a tangible force in enterprise operations. A new survey from MuleSoft reveals that 93% of enterprise IT leaders have already implemented or plan to implement AI agents within the next two years. Despite this momentum, enterprises still face hurdles in deploying AI effectively. For example, 29% missed their delivery goals in 2024, and 80% cite data integration as a major challenge. “Integration challenges hinder companies from fully realizing the technology’s potential to create a limitless digital workforce,” said Andrew Comstock, SVP and GM of MuleSoft. “AI agents depend on connected data to understand context and execute tasks effectively.” AI Agents Are Taking Shape—But Integration Remains a Challenge Salesforce’s 10th annual MuleSoft Connectivity Benchmark Report, which surveyed 1,050 enterprise IT leaders, underscores the complexity of modern IT environments: Poor integration directly impacts AI agent accuracy and usefulness. AI agents must pull both structured and unstructured data from diverse sources—ERP, CRM, HCM platforms, emails, PDFs, Slack, and more—to make informed decisions. The Power of APIs in AI Agent Deployment APIs are proving critical in enabling AI agents to function effectively. IT leaders see them as essential for: ✅ Improving IT infrastructure✅ Sharing data across teams✅ Integrating disconnected systems By leveraging APIs, AI agents interact with existing automations and systems instead of requiring enterprises to rebuild workflows from scratch. “With correct integration and APIs, enterprises won’t have to refit everything for the AI world,” Comstock explained. IT Teams Are Overwhelmed—AI Can Help Close the Gap The report also reveals a growing demand for IT resources: “That’s an incredibly high percentage of time spent on cumbersome work,” said Comstock. “AI agents can close the IT delivery gap.” AI’s Impact on Developer Productivity and the Future of “Super Agents” IT leaders are optimistic about AI’s potential, with 93% believing AI will boost developer productivity over the next three years. Beyond simple AI agents, “super agents” are on the horizon. Unlike traditional AI agents that execute single commands, super agents pursue goals and handle complex, multi-step tasks. “A digital labor workforce can act autonomously, carrying out both simple and complex tasks to drive productivity and efficiency,” Comstock noted. How Enterprises Are Using AI Agents Today AI agents are already proving their value in industries ranging from financial services to talent acquisition. PenFed Credit Union: AI-Powered Customer Support PenFed Credit Union, the third-largest federal credit union in the U.S., implemented live chat and AI-powered chatbots built on Agentforce in just eight weeks—with only one engineer. By integrating data through MuleSoft, PenFed’s service agents now have a 360-degree view of member interactions, resulting in: “Members get the support they need faster, without repeating themselves,” Comstock explained. Adecco: AI-Driven Hiring Automation Adecco, a global staffing company processing 300 million job applications annually, faced a challenge: recruiters could only respond to a fraction of candidates. With Agentforce, MuleSoft, and Salesforce Data Cloud, Adecco is now automating hiring workflows: ✅ AI autonomously sorts resumes and generates candidate shortlists.✅ AI notifies candidates who weren’t selected and suggests alternative roles.✅ AI identifies the best job boards for listings, eliminating manual posting. “The goal is to respond to 100% of applicants, improving both recruiter efficiency and candidate experience,” said Comstock. The AI Adoption Feedback Loop As enterprises deploy AI agents, their effectiveness improves over time. AI models continuously refine themselves, making each new iteration more intelligent and efficient. “The best companies will embrace this cycle, gaining a major competitive edge,” said Comstock. AI Agents Aren’t Replacing Humans—They’re Augmenting Them Despite fears of job displacement, Comstock sees AI agents as enhancements, not replacements. They free employees from repetitive tasks, allowing them to focus on higher-value work. “This is where AI becomes real,” said Comstock. “Enterprises are moving beyond theory—AI agents are already delivering measurable business impact.” 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

January 2, 2025in Data, Enterprise, Mulesoft, Salesforce, Salesforce Data Cloud, Technology

30Dec

Salesforce AI in Your Insurance Business

Case studies consistently highlight the transformative impact of Salesforce AI on insurance businesses, from ROI improvements to operational efficiencies. At Sikich, we focus on helping you unlock these benefits through tailored Salesforce implementations and AMS integrations.

December 30, 2024in AI Tools, Data, Generative AI, Salesforce, Salesforce Financial Cloud, Salesforce Financial Services Solutions, Technology

07Dec

Ushering in the Era of AI-Driven Workforces

Agentforce: Ushering in the Era of AI-Driven Workforces “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.”— Marc Benioff, Salesforce CEO Key Features and Takeaways Out-of-the-Box AI Agents Agentforce introduces pre-built, customizable agents that are deployable with low-code or no-code tools, working tirelessly across any channel. Its first generally available solution, the Agentforce Service Agent, surpasses traditional chatbots by handling a diverse range of tasks—from simple inquiries to complex scenarios. Key capabilities include: Seamless Integration with Salesforce Platform Agentforce eliminates the complexity of building AI solutions from scratch. Unlike other platforms that demand intricate data integration and custom automation, Agentforce is fully embedded within the Salesforce ecosystem. With Agentforce, businesses can: Always-On Automation Agentforce operates independently of human intervention. Agents can be triggered by changes in data, predefined business rules, or pre-built automations, ensuring uninterrupted workflows. This blend of autonomous operation and human collaboration creates a symbiotic relationship between people and AI, enhancing productivity and customer satisfaction. A Competitive Edge in the AI Space Salesforce emphasizes that Agentforce goes beyond chatbots and copilots, setting a new benchmark for enterprise AI. In a strategic swipe at competitors, Marc Benioff likened rival offerings—like Microsoft’s Dynamics 365 AI agents—to “Clippy 2.0,” critiquing their inaccuracies and risks of corporate data leaks. By contrast, Agentforce builds on Salesforce’s proven Einstein AI platform, ensuring reliability, scalability, and secure integration. Redefining Customer Success Agentforce isn’t just about automation—it’s about driving outcomes. By enabling businesses to automate complex processes, deepen customer relationships, and scale operations, it paves the way for limitless growth in the age of AI. Ready to transform your workforce? With Agentforce, the future of AI-driven business is already here. 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

December 7, 2024in Agentforce Platform, Data, Enterprise, Mulesoft, Salesforce

13Nov

2025: The Rise of AI Agents and Industry-Focused Innovation

Over the past few years, CX vendors have rapidly integrated generative AI (GenAI) across the customer experience landscape. This wave of innovation has brought advancements like auto-summarization, customer response recommendations, and intent analysis, especially within Contact Center as a Service (CCaaS) solutions. However, as these capabilities become standard, differentiation now hinges on more advanced AI solutions, orchestration of cross-platform workflows, and collection of industry-specific datasets. AI Agents and Industry-Focused Innovation. Agentic AI, where bots autonomously handle tasks without human intervention, is emerging as a critical differentiator. This shift is reshaping sector-specific processes. Take network providers, for instance; they can leverage agentic AI to detect service outages, create affected customer segments, and proactively send alerts. Salesforce exemplifies this trend with its Agentforce platform, which debuted at Dreamforce 2024, introducing 100 pre-configured, autonomous bots designed for specific industries. By 2025, such bots will likely proliferate, expanding across ecosystems like Workday to facilitate cross-functional automation. Toward a More Autonomous Enterprise As autonomous AI agents advance, they are poised to manage complex, multi-step workflows collaboratively. This move will help organizations move closer to an autonomous enterprise model, where human oversight drives the deployment, testing, and optimization of AI agents. In this model, collaboration platforms such as Microsoft Teams, Slack, and Zoom will serve as operational hubs for managing and refining AI-driven processes. While this full vision may take longer to achieve, 2025 promises substantial advancements in sector-specific efficiencies through AI agents. Not all industries, however, are equally poised to benefit; while healthcare, financial services, and retail lead in AI-enabled CX solutions, other sectors such as hospitality, travel, and education still lag. The Need for Sector-Specific Use Case Libraries CX vendors could empower businesses by providing industry-specific AI use case libraries, building confidence in AI-agent-driven experiences. For example, bots in the finance sector could streamline billing, invoice processing, and ledger management, while spotting and correcting errors. Other industries would benefit from AI innovations tailored to their unique challenges, but such solutions will require co-innovation across CX platforms. 2025 Strategic Technology Trends Gartner’s top technology trends for 2025 provide a framework for CIOs aiming to future-proof their organizations. These trends fall into three themes: AI imperatives, new computing frontiers, and human-machine synergy. These trends will push organizations to adopt cloud, AI, and sustainability-focused architectures, despite challenges. As AI capabilities evolve, so will the risks, emphasizing the need for robust security and ethical frameworks. Salesforce charges up its game with its Agentforce platform, which debuted at Dreamforce 2024, introducing 100 pre-configured, autonomous bots designed for specific industries. By 2025, such bots will likely proliferate, expanding across ecosystems like Workday to facilitate cross-functional automation. Preparing for 2025: Upskilling for the Future As organizations embrace these transformative trends, they must also address a persistent skill gap. Pluralsight’s recent survey reveals that 20% of organizations have deployed AI, while 55% are planning to. However, without strategic business alignment, technology adoption won’t necessarily translate to customer value. For organizations, a focus on responsible innovation and proactive skills development in AI, cloud security, and sustainability will be vital. By preparing for these 2025 trends, businesses can navigate the complexities of the tech landscape and position themselves for long-term success. AI Agents and Industry-Focused Innovation As you prepare for 2025. Tectonic can help you align your goals with your road map. Contact us today! 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 becoming standard features in enterprise applications, Read more

November 13, 2024in Agentforce Platform, Data, Enterprise, Generative AI, Salesforce, Technology

11Nov

Pioneering AI-Driven Customer Engagement

With Salesforce at the forefront of the AI revolution, Agentforce, introduced at Dreamforce, represents the next phase in customer service automation. It integrates AI and human collaboration to automate repetitive tasks, freeing human talent for more strategic activities, ultimately improving customer satisfaction. Tallapragada emphasized how this AI-powered tool enables businesses, particularly in the Middle East, to scale operations and enhance efficiency, aligning with the region’s appetite for growth and innovation.

November 11, 2024in Agentforce Platform, Data, Generative AI, Hyperforce, Salesforce Development Services

10Nov

Insurance Brokerage Financial Services Cloud

Salesforce has introduced Financial Services Cloud for Insurance Brokerages, an AI-powered platform set to launch in February 2025, designed to automate and enhance client management, policy servicing, and commission processing for insurance brokerages. Built on Salesforce’s core CRM system, Insurance Brokerage Financial Services Cloud streamlines traditionally time-consuming tasks like policy renewals, employee benefits management, and commission splits, aiming to consolidate operations and reduce operational expenses.

November 10, 2024in Data, Enterprise, Salesforce Data Cloud, Technology

04Nov

MuleSoft Empowering AI Agents

Empowering AI Agents with Real-Time Data: MuleSoft’s Full Lifecycle AsyncAPI Support MuleSoft has officially launched full lifecycle AsyncAPI support, providing organizations with the tools to connect real-time data to AI agents via event-driven architectures (EDAs). This integration empowers businesses to deploy AI agents that can autonomously act on dynamic, real-time events across various operations. MuleSoft Empowering AI Agents. AI Agents in Action with AsyncAPI The integration of Agentforce, Salesforce’s AI agent suite, with AsyncAPI takes automation to a new level. By utilizing real-time data streams, businesses can create AI agents capable of immediate, autonomous decision-making. Why AsyncAPI Matters Event-driven architectures are critical for real-time data processing, yet 43% of IT leaders struggle to integrate existing systems with their EDAs. AsyncAPI provides a scalable, standardized way to connect applications and AI agents, overcoming these challenges. Key Features of MuleSoft’s AsyncAPI Support Why It’s a Game-Changer for AI Agents AsyncAPI integration enables AI agents to function asynchronously within EDAs, meaning they can process tasks without waiting for updates. For example: Driving Innovation Across Industries Organizations in sectors like retail, IT, and financial services can leverage these capabilities: Expert Insights Andrew Comstock, VP of Product, Integration at Salesforce:“AI is reshaping how we think about modern architectures, but connectivity remains foundational. By supporting AsyncAPI, we’re empowering businesses to build event-driven, autonomous systems on a flexible and robust platform.” Maksim Kogan, Solution Architect, OBI Group Holding:“Integrating AsyncAPI into Anypoint Platform simplifies the developer experience and increases resilience, enabling real-time services that directly enhance customer satisfaction.” Availability MuleSoft’s full lifecycle AsyncAPI support is now available via the Anypoint Platform, with compatibility for Kafka, Solace, Anypoint MQ, and Salesforce Platform Events. Tools like Anypoint Code Builder and Anypoint Exchange further streamline the development process. MuleSoft Empowering AI Agents With full AsyncAPI support, MuleSoft unlocks the potential for AI agents to operate seamlessly within real-time event-driven systems. From improving customer experiences to enhancing operational efficiency, this innovation positions businesses to thrive in today’s fast-paced digital landscape. Learn more about empowering your AI agents with MuleSoft’s AsyncAPI capabilities today. 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

November 4, 2024in Data, Mulesoft, Salesforce

30Oct

AI Agents Interview

In the rapidly evolving world of large language models and generative AI, a new concept is gaining momentum: AI agents. AI Agents Interview explores. AI agents are advanced tools designed to handle complex tasks that traditionally required human intervention. While they may be confused with robotic process automation (RPA) bots, AI agents are much more sophisticated, leveraging generative AI technology to execute tasks autonomously. Companies like Google are positioning AI agents as virtual assistants that can drive productivity across industries. In this Q&A, Jason Gelman, Director of Product Management for Vertex AI at Google Cloud, shares insights into Google’s vision for AI agents and some of the challenges that come with this emerging technology. AI Agents Interview How does Google define AI agents? Jason Gelman: An AI agent is something that acts on your behalf. There are two key components. First, you empower the agent to act on your behalf by providing instructions and granting necessary permissions—like authentication to access systems. Second, the agent must be capable of completing tasks. This is where large language models (LLMs) come in, as they can plan out the steps to accomplish a task. What used to require human planning is now handled by the AI, including gathering information and executing various steps. What are current use cases where AI agents can thrive? Gelman: AI agents can be useful across a wide range of industries. Call centers are a common example where customers already expect AI support, and we’re seeing demand there. In healthcare, organizations like Mayo Clinic are using AI agents to sift through vast amounts of information, helping professionals navigate data more efficiently. Different industries are exploring this technology in unique ways, and it’s gaining traction across many sectors. What are some misconceptions about AI agents? Gelman: One major misconception is that the technology is more advanced than it actually is. We’re still in the early stages, building critical infrastructure like authentication and function-calling capabilities. Right now, AI agents are more like interns—they can assist, but they’re not yet fully autonomous decision-makers. While LLMs appear powerful, we’re still some time away from having AI agents that can handle everything independently. Developing the technology and building trust with users are key challenges. I often compare this to driverless cars. While they might be safer than human drivers, we still roll them out cautiously. With AI agents, the risks aren’t physical, but we still need transparency, monitoring, and debugging capabilities to ensure they operate effectively. How can enterprises balance trust in AI agents while acknowledging the technology is still evolving? Gelman: Start simple and set clear guardrails. Build an AI agent that does one task reliably, then expand from there. Once you’ve proven the technology’s capability, you can layer in additional tasks, eventually creating a network of agents that handle multiple responsibilities. Right now, most organizations are still in the proof-of-concept phase. Some companies are using AI agents for more complex tasks, but for critical areas like financial services or healthcare, humans remain in the loop to oversee decision-making. It will take time before we can fully hand over tasks to AI agents. AI Agents Interview What is the difference between Google’s AI agent and Microsoft Copilot? Gelman: Microsoft Copilot is a product designed for business users to assist with personal tasks. Google’s approach with AI agents, particularly through Vertex AI, is more focused on API-driven, developer-based solutions that can be integrated into applications. In essence, while Copilot serves as a visible assistant for users, Vertex AI operates behind the scenes, embedded within applications, offering greater flexibility and control for enterprise customers. The real potential of AI agents lies in their ability to execute a wide range of tasks at the API level, without the limitations of a low-code/no-code interface. 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 30, 2024in Generative AI

18Oct

AI Agents and Digital Transformation

In the rapidly developingng world of technology, Artificial Intelligence (AI) is revolutionizing industries and reshaping how we interact with digital systems. One of the most promising advancements within AI is the development of AI agents. These intelligent entities, often powered by Large Language Models (LLMs), are driving the next wave of digital transformation by enabling automation, personalization, and enhanced decision-making across various sectors. AI Agents and digital transformation are here to stay. What is an AI Agent? An AI agent, or intelligent agent, is a software entity capable of perceiving its environment, reasoning about its actions, and autonomously working toward specific goals. These agents mimic human-like behavior using advanced algorithms, data processing, and machine-learning models to interact with users and complete tasks. LLMs to AI Agents — An Evolution The evolution of AI agents is closely tied to the rise of Large Language Models (LLMs). Models like GPT (Generative Pre-trained Transformer) have showcased remarkable abilities to understand and generate human-like text. This development has enabled AI agents to interpret complex language inputs, facilitating advanced interactions with users. Key Capabilities of LLM-Based Agents LLM-powered agents possess several key advantages: Two Major Types of LLM Agents LLM agents are classified into two main categories: Multi-Agent Systems (MAS) A Multi-Agent System (MAS) is a group of autonomous agents working together to achieve shared goals or solve complex problems. MAS applications span robotics, economics, and distributed computing, where agents interact to optimize processes. AI Agent Architecture and Key Elements AI agents generally follow a modular architecture comprising: Learning Strategies for LLM-Based Agents AI agents utilize various learning techniques, including supervised, reinforcement, and self-supervised learning, to adapt and improve their performance in dynamic environments. How Autonomous AI Agents Operate Autonomous AI agents act independently of human intervention by perceiving their surroundings, reasoning through possible actions, and making decisions autonomously to achieve set goals. AI Agents’ Transformative Power Across Industries AI agents are transforming numerous industries by automating tasks, enhancing efficiency, and providing data-driven insights. Here’s a look at some key use cases: Platforms Powering AI Agents The Benefits of AI Agents and Digital Transformation AI agents offer several advantages, including: The Future of AI Agents The potential of AI agents is immense, and as AI technology advances, we can expect more sophisticated agents capable of complex reasoning, adaptive learning, and deeper integration into everyday tasks. The future promises a world where AI agents collaborate with humans to drive innovation, enhance efficiency, and unlock new opportunities for growth in the digital age. AI Agents and Digital Transformation By partnering with AI development specialists at Tectonic, organizations can access cutting-edge solutions tailored to their needs, positioning themselves to stay ahead in the rapidly evolving AI-driven market. Agentforce 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 18, 2024in Agentforce Platform, Artificial Intelligence, Data, Enterprise, Salesforce Copilots, Technology

10Oct

Collaboration Between Humans and AI

The Future of AI: What to Expect in the Next 5 Years In the next five years, AI will accelerate human life, reshape behaviors, and transform industries—these changes are inevitable. Collaboration Between Humans and AI. For much of the early 20th century, AI existed mainly in science fiction, where androids, sentient machines, and futuristic societies intrigued fans of the genre. From films like Metropolis to books like I, Robot, AI was the subject of speculative imagination. AI in fiction often over-dramatized reality and caused us to suspend belief in what was and was not possible. But by the mid-20th century, scientists began working to bring AI into reality. A Brief History of AI’s Impact on Society The 1956 Dartmouth Summer Research Project on Artificial Intelligence marked a key turning point, where John McCarthy coined the term “artificial intelligence” and helped establish a community of AI researchers. Although the initial excitement about AI often outpaced its actual capabilities, significant breakthroughs began emerging by the late 20th century. One such moment was IBM’s Deep Blue defeating chess champion Garry Kasparov in 1997, signaling that machines could perform complex cognitive tasks. The rise of big data and Moore’s Law, which fueled the exponential growth of computational power, enabled AI to process vast amounts of information and tackle tasks previously handled only by humans. By 2022, generative AI models like ChatGPT proved that machine learning could yield highly sophisticated and captivating technologies. AI’s influence is now everywhere. No longer is it only discussed in IT circles. AI is being featured in nearly all new products hitting the market. It is part of if not the creation tool of most commercials. Voice assistants like Alexa, recommendation systems used by Netflix, and autonomous vehicles represent just a glimpse of AI’s current role in society. Yet, over the next five years, AI’s development is poised to introduce far more profound societal changes. How AI Will Shape the Future Industries Most Affected by AI Long-term Risks of Collaboration Between Humans and AI AI’s potential to pose existential risks has long been a topic of concern. However, the more realistic danger lies in human societies voluntarily ceding control to AI systems. Algorithmic trading in finance, for example, demonstrates how human decisions are already being replaced by AI’s ability to operate at unimaginable speeds. Still, fear of AI should not overshadow the opportunities it presents. If organizations shy away from AI out of anxiety, they risk missing out on innovations and efficiency gains. The future of AI depends on a balanced approach that embraces its potential while mitigating its risks. In the coming years, the collaboration between humans and AI will drive profound changes across industries, legal frameworks, and societal norms, creating both challenges and opportunities for the future. Tectonic can help you map your AI journey for the best Collaboration Between Humans and AI. 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 10, 2024in AI Tools, Artificial Intelligence, Data, Enterprise, Generative AI, Laws, Salesforce

10Oct

AI Causes Job Flux

AI Barometer Signals Job Disruption Amid Global Productivity Gains A recent PwC report highlights significant productivity improvements worldwide, but also points to potential job disruption due to artificial intelligence (AI). Described as the “Industrial Revolution of knowledge work,” AI is transforming how workers utilize information, generate content, and deliver results at unprecedented speed and scale. The 2024 AI Jobs Barometer, released by PwC, aims to provide empirical data on the impact of AI on global employment. AI Causes Job Flux but not necessarly job loss. AI Causes Job Flux The analysis involved examining over half a billion job ads across 15 advanced economies, including the U.S., Canada, Singapore, Australia, New Zealand, and several European nations. PwC sought to uncover the effects of AI on jobs, skills, wages, and productivity by monitoring the rise of positions requiring specialist AI skills across various industries and regions. The findings show that AI adoption is accelerating, with workers proficient in AI commanding substantial wage premiums. Broader Workforce Impact Interestingly, the impact of AI extends beyond workers with specialized AI skills. According to PwC, the majority of workers leveraging AI tools do not require such expertise. In many cases, a small number of AI specialists design tools that are then used by thousands of customer service agents, analysts, or legal professionals—none of whom possess advanced AI knowledge. This trend is driven largely by generative AI applications, which can typically be operated using simple, everyday language without technical skills. AI’s Economic Promise AI is leading a productivity revolution. Labor productivity growth has stagnated in many OECD countries over the past two decades, but AI may offer a solution. To better understand its effect on productivity, PwC analyzed jobs based on their “AI exposure,” indicating the extent to which AI can assist with tasks within specific roles. The report found that industries with higher AI exposure are experiencing much greater labor productivity growth. Knowledge-based jobs, in particular, show the highest AI exposure and the greatest demand for workers with advanced AI skills. Sectors such as financial services, professional services, and information and communications are leading the way, with AI-related job shares 2.8x, 3x, and 5x higher, respectively, than other industries. Overall, these sectors are witnessing nearly fivefold productivity growth due to AI integration. AI is also playing a role in alleviating labor shortages. Jobs in customer service, administration, and IT, among others, are still growing but at a slower rate. AI-driven productivity may help fill gaps caused by shrinking working-age populations in advanced economies. Wage Premiums for AI Skills Workers in AI-specialist roles are seeing significant wage premiums—up to 25% on average. Since 2016, demand for these roles has outpaced the growth of the overall job market. The highest wage premiums are found in the U.S. (25%) and the U.K. (14%), with data specialists commanding premiums of over 50% in both countries. Financial analysts, lawyers, and marketing managers also enjoy substantial wage boosts. The Disruption of Job Markets The skills required for AI-exposed jobs are evolving rapidly. PwC’s report reveals that new skills are emerging 25% faster in AI-exposed occupations compared to those less affected by AI. Jobs requiring AI proficiency have grown 3.5 times faster than other roles since 2016, and this trend predates the rise of popular tools like ChatGPT. However, while AI is driving demand for new skills, it is also reducing the need for certain old ones. Jobs in fields like IT, design, sales, and data analysis are seeing slower growth, as tasks in these areas are increasingly automated by AI technologies. The Future of Work The PwC report stresses that AI will not necessarily result in fewer jobs overall, but will change the nature of work. Instead of asking whether AI can replicate existing tasks, the focus should be on how AI enables new opportunities and industries. Tectonic recommends you work on this trail of thought by implementing AI Acceptable Use Policies in your company. Encourage your teams to explore AI tools that increase productivity but clearly outline what is and is not acceptable AI usage. PwC outlines several steps for policymakers, business leaders, and workers to take to ensure a positive transition into the AI era. Policymakers are encouraged to promote AI adoption through supportive policies, digital infrastructure, and workforce development. Business leaders should embrace AI as a complement to human workers, focusing on generating new ways to create value. Meanwhile, workers must build AI-complementary skills and experiment with AI tools to remain competitive in the evolving job market. Ultimately, while AI is disrupting the job landscape, it also presents vast opportunities for those who are willing to adapt. Like past technological revolutions, those who embrace change stand to benefit the most from AI’s transformative power. 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 10, 2024in AI Tools, Artificial Intelligence, Data, Generative AI, Salesforce

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

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