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Where LLMs Fall Short

LLM Economies

Throughout history, disruptive technologies have been the catalyst for major social and economic revolutions. The invention of the plow and irrigation systems 12,000 years ago sparked the Agricultural Revolution, while Johannes Gutenberg’s 15th-century printing press fueled the Protestant Reformation and helped propel Europe out of the Middle Ages into the Renaissance. In the 18th century, James Watt’s steam engine ushered in the Industrial Revolution. More recently, the internet has revolutionized communication, commerce, and information access, shrinking the world into a global village. Similarly, smartphones have transformed how people interact with their surroundings. Now, we stand at the dawn of the AI revolution. Large Language Models (LLMs) represent a monumental leap forward, with significant economic implications at both macro and micro levels. These models are reshaping global markets, driving new forms of currency, and creating a novel economic landscape. The reason LLMs are transforming industries and redefining economies is simple: they automate both routine and complex tasks that traditionally require human intelligence. They enhance decision-making processes, boost productivity, and facilitate cost reductions across various sectors. This enables organizations to allocate human resources toward more creative and strategic endeavors, resulting in the development of new products and services. From healthcare to finance to customer service, LLMs are creating new markets and driving AI-driven services like content generation and conversational assistants into the mainstream. To truly grasp the engine driving this new global economy, it’s essential to understand the inner workings of this disruptive technology. These posts will provide both a macro-level overview of the economic forces at play and a deep dive into the technical mechanics of LLMs, equipping you with a comprehensive understanding of the revolution happening now. Why Now? The Connection Between Language and Human Intelligence AI did not begin with ChatGPT’s arrival in November 2022. Many people were developing machine learning classification models in 1999, and the roots of AI go back even further. Artificial Intelligence was formally born in 1950, when Alan Turing—considered the father of theoretical computer science and famed for cracking the Nazi Enigma code during World War II—created the first formal definition of intelligence. This definition, known as the Turing Test, demonstrated the potential for machines to exhibit human-like intelligence through natural language conversations. The test involves a human evaluator who engages in conversations with both a human and a machine. If the evaluator cannot reliably distinguish between the two, the machine is considered to have passed the test. Remarkably, after 72 years of gradual AI development, ChatGPT simulated this very interaction, passing the Turing Test and igniting the current AI explosion. But why is language so closely tied to human intelligence, rather than, for example, vision? While 70% of our brain’s neurons are devoted to vision, OpenAI’s pioneering image generation model, DALL-E, did not trigger the same level of excitement as ChatGPT. The answer lies in the profound role language has played in human evolution. The Evolution of Language The development of language was the turning point in humanity’s rise to dominance on Earth. As Yuval Noah Harari points out in his book Sapiens: A Brief History of Humankind, it was the ability to gossip and discuss abstract concepts that set humans apart from other species. Complex communication, such as gossip, requires a shared, sophisticated language. Human language evolved from primitive cave signs to structured alphabets, which, along with grammar rules, created languages capable of expressing thousands of words. In today’s digital age, language has further evolved with the inclusion of emojis, and now with the advent of GenAI, tokens have become the latest cornerstone in this progression. These shifts highlight the extraordinary journey of human language, from simple symbols to intricate digital representations. In the next post, we will explore the intricacies of LLMs, focusing specifically on tokens. But before that, let’s delve into the economic forces shaping the LLM-driven world. The Forces Shaping the LLM Economy AI Giants in Competition Karl Marx and Friedrich Engels argued that those who control the means of production hold power. The tech giants of today understand that AI is the future means of production, and the race to dominate the LLM market is well underway. This competition is fierce, with industry leaders like OpenAI, Google, Microsoft, and Facebook battling for supremacy. New challengers such as Mistral (France), AI21 (Israel), and Elon Musk’s xAI and Anthropic are also entering the fray. The LLM industry is expanding exponentially, with billions of dollars of investment pouring in. For example, Anthropic has raised $4.5 billion from 43 investors, including major players like Amazon, Google, and Microsoft. The Scarcity of GPUs Just as Bitcoin mining requires vast computational resources, training LLMs demands immense computing power, driving a search for new energy sources. Microsoft’s recent investment in nuclear energy underscores this urgency. At the heart of LLM technology are Graphics Processing Units (GPUs), essential for powering deep neural networks. These GPUs have become scarce and expensive, adding to the competitive tension. Tokens: The New Currency of the LLM Economy Tokens are the currency driving the emerging AI economy. Just as money facilitates transactions in traditional markets, tokens are the foundation of LLM economics. But what exactly are tokens? Tokens are the basic units of text that LLMs process. They can be single characters, parts of words, or entire words. For example, the word “Oscar” might be split into two tokens, “os” and “car.” The performance of LLMs—quality, speed, and cost—hinges on how efficiently they generate these tokens. LLM providers price their services based on token usage, with different rates for input (prompt) and output (completion) tokens. As companies rely more on LLMs, especially for complex tasks like agentic applications, token usage will significantly impact operational costs. With fierce competition and the rise of open-source models like Llama-3.1, the cost of tokens is rapidly decreasing. For instance, OpenAI reduced its GPT-4 pricing by about 80% over the past year and a half. This trend enables companies to expand their portfolio of AI-powered products, further fueling the LLM economy. Context Windows: Expanding Capabilities

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RAGate

RAGate

RAGate: Revolutionizing Conversational AI with Adaptive Retrieval-Augmented Generation Building Conversational AI systems is challenging.It’s not just feasible; it’s complex, resource-intensive, and time-consuming. The difficulty lies in creating systems that can not only understand and generate human-like responses but also adapt effectively to conversational nuances, ensuring meaningful engagement with users. Retrieval-Augmented Generation (RAG) has already transformed Conversational AI by combining the internal knowledge of large language models (LLMs) with external knowledge sources. By leveraging RAG with business data, organizations empower their customers to ask natural language questions and receive insightful, data-driven answers. The challenge?Not every query requires external knowledge. Over-reliance on external sources can disrupt conversational flow, much like consulting a book for every question during a conversation—even when internal knowledge is sufficient. Worse, if no external knowledge is available, the system may respond with “I don’t know,” despite having relevant internal knowledge to answer. The solution?RAGate — an adaptive mechanism that dynamically determines when to use external knowledge and when to rely on internal insights. Developed by Xi Wang, Procheta Sen, Ruizhe Li, and Emine Yilmaz and introduced in their July 2024 paper on Adaptive Retrieval-Augmented Generation for Conversational Systems, RAGate addresses this balance with precision. What Is Conversational AI? At its core, conversation involves exchanging thoughts, emotions, and information, guided by tone, context, and subtle cues. Humans excel at this due to emotional intelligence, socialization, and cultural exposure. Conversational AI aims to replicate these human-like interactions by leveraging technology to generate natural, contextually appropriate, and engaging responses. These systems adapt fluidly to user inputs, making the interaction dynamic—like conversing with a human. Internal vs. External Knowledge in AI Systems To understand RAGate’s value, we need to differentiate between two key concepts: Limitations of Traditional RAG Systems RAG integrates LLMs’ natural language capabilities with external knowledge retrieval, often guided by “guardrails” to ensure responsible, domain-specific responses. However, strict reliance on external knowledge can lead to: How RAGate Enhances Conversational AI RAGate, or Retrieval-Augmented Generation Gate, adapts dynamically to determine when external knowledge retrieval is necessary. It enhances response quality by intelligently balancing internal and external knowledge, ensuring conversational relevance and efficiency. The mechanism: Traditional RAG vs. RAGate: An Example Scenario: A healthcare chatbot offers advice based on general wellness principles and up-to-date medical research. This adaptive approach improves response accuracy, reduces latency, and enhances the overall conversational experience. RAGate Variants RAGate offers three implementation methods, each tailored to optimize performance: Variant Approach Key Feature RAGate-Prompt Uses natural language prompts to decide when external augmentation is needed. Lightweight and simple to implement. RAGate-PEFT Employs parameter-efficient fine-tuning (e.g., QLoRA) for better decision-making. Fine-tunes the model with minimal resource requirements. RAGate-MHA Leverages multi-head attention to interactively assess context and retrieve external knowledge. Optimized for complex conversational scenarios. RAGate Varients How to Implement RAGate Key Takeaways RAGate represents a breakthrough in Conversational AI, delivering adaptive, contextually relevant, and efficient responses by balancing internal and external knowledge. Its potential spans industries like healthcare, education, finance, and customer support, enhancing decision-making and user engagement. By intelligently combining retrieval-augmented generation with nuanced adaptability, RAGate is set to redefine the way businesses and individuals interact with 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 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more We Are All Cloud Users My old company and several others are concerned about security, and feel more secure with being able to walk down Read more

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copilots and agentic ai

Copilots and Agentic AI

Agentic AI vs. Copilots: Defining the Future of Generative AI Artificial Intelligence has rapidly evolved, progressing from simple automation to generative models, to copilots. But now, a new player—Agentic AI—has emerged, promising to redefine the AI landscape. Is Agentic AI the next logical step, or will it coexist alongside copilots, each serving distinct roles? Copilots and Agentic AI. Generative AI: Creativity with a Human Touch Since the launch of ChatGPT, generative AI has dominated tech priorities, offering businesses the ability to generate content—text, images, videos, and more—from pre-defined data. However, while revolutionary, generative AI still relies heavily on human input to guide its output, making it a powerful collaborator rather than an autonomous actor. Enter Agentic AI: Autonomy Redefined Agentic AI represents a leap forward, offering systems that possess autonomy and the ability to act independently to achieve pre-defined goals. Unlike generative AI copilots that respond to human prompts, Agentic AI makes decisions, plans actions, and learns from experience. Think of it as Siri or Alexa—enhanced with autonomy and learning capabilities. Gartner recently spotlighted Agentic AI as its top technology trend for 2025, predicting that by 2028, at least 15% of day-to-day work decisions will be made autonomously, up from virtually none today. Agentforce and the Third Wave of AI Salesforce’s “Agentforce,” unveiled at Dreamforce, is a prime example of Agentic AI’s potential. These autonomous agents are designed to augment employees by handling tasks across sales, service, marketing, and commerce. Salesforce CEO Mark Benioff described it as the “Third Wave of AI,” going beyond copilots to deliver intelligent agents deeply embedded into customer workflows. Salesforce aims to empower one billion AI agents by 2025, integrating Agentforce into every aspect of customer success. Benioff took a swipe at competitors’ bolt-on generative AI solutions, emphasizing that Agentforce is deeply embedded for maximum value. The Role of Copilots: Collaboration First While Agentic AI gains traction, copilots like Microsoft’s Copilot Studio and SAP’s Joule remain critical for businesses focused on intelligent augmentation. Copilots act as productivity boosters, working alongside humans to optimize processes, enhance creativity, and provide decision-making support. SAP’s Joule, for example, integrates seamlessly into existing systems to optimize operations while leaving strategic decision-making in human hands. This collaborative model aligns well with businesses prioritizing agility and human oversight. Agentic AI: Opportunities and Challenges Agentic AI’s autonomy offers significant potential for streamlining complex processes, reducing human intervention, and driving productivity. However, it also comes with risks. Eleanor Watson, AI ethics engineer at Singularity University, warns that Agentic AI systems require careful alignment of values and goals to avoid unintended consequences like dangerous shortcuts or boundary violations. In contrast, copilots retain human agency, making them particularly suited for creative and knowledge-based roles where human oversight remains essential. Copilots and Agentic AI The choice between Agentic AI and copilots hinges on an organization’s priorities and risk tolerance. For simpler, task-specific applications, copilots excel by providing assistance without removing human input. Agentic AI, on the other hand, shines in complex, multi-task scenarios where autonomy is key. Dom Couldwell, head of field engineering EMEA at DataStax, emphasizes the importance of understanding when to deploy each model. “Use a copilot for specific, focused tasks. Use Agentic AI for complex, goal-oriented processes involving multiple tasks. And leverage Retrieval Augmented Generation (RAG) in both to provide context to LLMs.” The Road Ahead: Coexistence or Dominance? As AI evolves, Agentic AI and copilots may coexist, serving complementary roles. Businesses seeking full automation and scalability may gravitate toward Agentic AI, while those prioritizing augmented intelligence and human collaboration will continue to rely on copilots. Ultimately, the future of AI will be defined not by one model overtaking the other, but by how well each aligns with the specific needs, goals, and challenges of the organizations adopting them. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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

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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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AI’s Impact on Future Information Ecosystems

AI’s Impact on Future Information Ecosystems The proliferation of generative AI technology has ignited a renewed focus within the media industry on how to strategically adapt to its capabilities. Media professionals are now confronted with crucial questions: What are the most effective ways to leverage this technology for efficiency in news production and to enhance audience experiences? Conversely, what threats do these technological advancements pose? Is legacy media on the brink of yet another wave of disintermediation from its audiences? Additionally, how does the evolution of technology impact journalism ethics? AI’s Impact on Future Information Ecosystems. In response to these challenges, the Open Society Foundations (OSF) launched the AI in Journalism Futures project earlier this year. The first phase of this ambitious initiative involved an open call for participants to develop future-oriented scenarios that explore the potential driving forces and implications of AI within the broader media ecosystem. The project sought to answer questions about what might transpire among various stakeholders in 5, 10, or 15 years. As highlighted by Nick Diakopoulos, scenarios are a valuable method for capturing a diverse range of perspectives on complex issues. While predicting the future is not the goal, understanding a variety of plausible alternatives can significantly inform current strategic thinking. Ultimately, more than 800 individuals from approximately 70 countries contributed short scenarios for analysis. The AI in Journalism Futures project subsequently utilized these scenarios as a foundation for a workshop, which refined the ideas outlined in their report. Diakopoulos emphasizes the importance of examining this broad set of initial scenarios, which OSF graciously provided in anonymized form. This analysis specifically explores (1) the various types of impacts identified within the scenarios, (2) the associated timeframes for these impacts—whether they are short, medium, or long-term, and (3) the global differences in focus across regions, highlighting how different parts of the world emphasized distinct types of impacts. While many additional questions could be explored regarding this data—such as the drivers of impacts, final outcomes, severity, stakeholders involved, or technical capabilities emphasized—this analysis focuses primarily on impacts. Refining the Data The initial pool of 872 scenarios underwent a rigorous process of cleaning, filtering, transformation, and verification before analysis. Firstly, scenarios shorter than 50 words were excluded from consideration, resulting in 852 scenarios for analysis. Additionally, 14 scenarios that were not written in English were translated using Google Sheets. To enable geographic and temporal analysis, the country of origin for each scenario writer was mapped to their respective continents, and the free-text “timeframe” field was converted into numerical representations of years. Next, impacts were extracted from each scenario using an LLM (GPT-4 in this case). The prompts for the LLM were refined through iteration, with a clear definition established for what constitutes an “impact.” Diakopoulos defined an impact as “a significant effect, consequence, or outcome that an action, event, or other factor has in the scenario.” This definition encompasses not only the ultimate state of a scenario but also intermediate outcomes. The LLM was instructed to extract distinct impacts, with each impact represented by a one-sentence description and a short label. For instance, one impact could be described as, “The proliferation of flawed AI systems leads to a compromised information ecosystem, causing a general doubt in the reliability of all information,” labeled as “Compromised Information Ecosystem.” To ensure the accuracy of this extraction process, a random sample of five scenarios was manually reviewed to validate the extracted impacts against the established definition. All extracted impacts passed the checks, leading to confidence in scaling the analysis across the entire dataset. This process resulted in the identification of 3,445 impacts from the 852 scenarios. AI’s Impact on Future Information Ecosystems A typology of impact types was developed based on the 3,445 impact descriptions, utilizing a novel method for qualitative thematic analysis from a Stanford University study. This approach clusters input texts, synthesizes concepts that reflect abstract connections, and produces scoring definitions to assess the relevance of each original text. For example, a concept like “AI Personalization” might be defined by the question, “Does the text discuss how AI personalizes content or enhances user engagement?” Each impact description was then scored against these concepts to tabulate occurrence frequencies. Impacts of AI on Media Ecosystems Through this analytical approach, 19 impact themes emerged, along with their corresponding scoring definitions: Interestingly, many scenarios articulated themes around how AI intersects with fact-checking, trust, misinformation, ethics, labor concerns, and evolving business models. Although some concepts may not be entirely distinct, this categorization offers a meaningful overview of the key ideas represented in the data. Distribution of Impact Themes Comparing these findings with those in the OSF report reveals some discrepancies. For instance, while the report emphasizes personalization and misinformation, these themes were less prevalent in the analyzed scenarios. Moreover, themes such as the rise of AI agents and audience fragmentation were mentioned but did not cluster significantly in the analysis. To capture potentially interesting but less prevalent impacts, the clustering was rerun with a smaller minimum cluster size. This adjustment yielded hundreds more concept themes, revealing insights into longer-tail issues. Positive visions for generative AI included reduced language barriers and increased accessibility for marginalized audiences, while concerns about societal fragmentation and privacy were also raised. Impacts Over Time and Around the World The analysis also explored how the impacts varied based on the timeframe selected by writers and their geographic locations. Using a Chi-Squared test, it was determined that “AI Personalization” trends towards long-term implications, while both “AI Fact-Checking” and “AI and Misinformation” skew toward shorter-term issues. This suggests that scenario writers perceive misinformation impacts as imminent threats, likely reflecting ongoing developments in the media landscape. When examining the distribution of impacts by region, it was found that “AI Fact-Checking” was more frequently noted by writers from Africa and Asia, while “AI and Misinformation” was less prevalent in scenarios from African writers but more so in those from Asian contributors. This indicates a divergence in perspectives on AI’s role in the media ecosystem.

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AI Agents as Tools of Trust

AI Agents as Tools of Trust

Salesforce Report Highlights AI Agents as Tools to Rebuild Consumer Trust For businesses of any size, the to-do list never ends. Monitoring customers, understanding their needs, and delivering products and services that align with their expectations are critical. Salesforce’s latest research, however, points to a troubling trend: consumer trust is at an all-time low. Yet, the report, State of the AI Connected Customer, also suggests that AI—particularly agentic AI—could help reverse this decline. Trust in Decline The key finding of the Salesforce report is stark: consumer trust in companies has taken a significant hit. Among 15,015 surveyed consumers, 72% say they trust companies less today than they did a year ago. Compounding this is the rapid advancement of AI; 60% of respondents believe that the rise of AI increases the importance of businesses being trustworthy. One major culprit behind eroding trust is the perceived mishandling of customer data. A staggering 65% of respondents feel companies are careless with data, adding to the skepticism. While high prices remain the top reason customers abandon brands, 43% pointed to poor customer service as a major deterrent. Can AI Agents Fill the Gap? The Salesforce report suggests that AI agents—when deployed transparently—could address many of the factors driving distrust and disengagement. Younger consumers, particularly Gen Z and millennials, appear more open to interacting with AI agents. Notable insights from the research include: However, trust is non-negotiable. Transparency is a critical factor for AI adoption: As Michael Affronti, SVP and General Manager of Salesforce Commerce Cloud, explains: “AI agents can help brands deliver consistent, personalized experiences for shoppers across every channel — deepening customer loyalty and ultimately driving more sales.” Building Trust Through Transparency The research underscores the potential for AI to transform customer interactions, but it also highlights the challenges. Transparency and accountability are essential for AI systems to inspire confidence and loyalty. Salesforce’s AI solutions are designed to prioritize transparency and foster reliable consumer experiences. Features such as clear agent identification and robust escalation paths are steps in the right direction. However, companies must double down on governance frameworks and safeguards to ensure AI agents handle data responsibly. Final Thoughts While the idea of using AI to rebuild consumer trust is promising, it’s not without its challenges. Establishing trust in AI itself remains a work in progress. Consumers expect companies to prioritize not only innovation but also ethics, security, and accountability. The Salesforce report demonstrates that younger consumers are already embracing AI as a way to address today’s service expectations. For Salesforce and other companies leveraging agentic AI, the key to success will lie in balancing cutting-edge technology with meaningful protections for customer data and experiences. The future of AI-driven customer engagement isn’t just about meeting expectations—it’s about exceeding them in a way that inspires confidence and loyalty. With the right approach, AI agents could be a vital tool for restoring consumer trust in an era where skepticism runs high. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Commerce Cloud and Agentic AI

Gen X and Millennials Lead in Embracing Agentic AI

Gen X and Millennials Lead in Embracing Agentic AI: Salesforce Report Generation X and millennials are showing greater openness to adopting agentic artificial intelligence (AI), according to Salesforce’s State of the AI Connected Customer report. Agentic AI refers to autonomous agents capable of independently making decisions and performing tasks, learning and adapting from experiences without direct human supervision. This technology is making significant inroads across industries, with applications ranging from personalized recommendations and inventory management in retail to supply chain optimization in logistics. It also finds use in healthcare, finance, telecom, IT, and customer service. Generational Differences in AI Adoption The report highlights that millennials (57%) and Gen Xers (58%) in India are more inclined to embrace AI agents for faster and more proactive customer service compared to Gen Z (51%) and Baby Boomers (42%). These autonomous agents enhance customer experiences by delivering personalized and relevant content, which resonates more with the tech-savvy Gen X and millennial demographics. Who Are These Generations? Building Trust in the AI Era The report reveals a sharp decline in consumer trust, with trust levels at their lowest in eight years. Over half of the respondents feel companies are less trustworthy than a year ago and believe businesses mishandle customer data. Arun Parameswaran, SVP & Managing Director, Sales and Distribution at Salesforce India, emphasized the critical role of trust in AI strategies: “As we enter a new era of intelligent customer engagement, brands that prioritize trust in their AI strategies will be best positioned to deliver impactful, lasting connections.” Transparency, according to the report, is key to restoring consumer confidence in the AI-driven era. Companies that adopt responsible AI practices, particularly in the design and deployment of agentic AI, can foster stronger customer relationships. Global Perspective The findings are based on a survey of 15,015 consumers across India, Australia, Brazil, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Japan, Netherlands, Norway, Singapore, Spain, Sweden, the UK, and the US. As businesses increasingly integrate agentic AI into their operations, understanding generational attitudes and prioritizing ethical AI practices will be essential for fostering trust and delivering exceptional customer experiences. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Enterprises are Adopting AI-powered Automation Platforms

Enterprises are Adopting AI-powered Automation Platforms

The rapid pace of AI technological advancement is placing immense pressure on teams, often leading to disagreements due to the unrealistic expectations businesses have for the speed and agility of new technology implementation. A staggering 88% of IT professionals report that they are unable to keep up with the flood of AI-related requests within their organizations. Executives from UiPath, Salesforce, ServiceNow, and ManageEngine offer insights into how enterprises can navigate these challenges. Leading enterprises are adopting AI-powered automation platforms that understand, automate, and manage end-to-end processes. These platforms integrate seamlessly with existing enterprise technologies, using AI to reduce friction, eliminate inefficiencies, and enable teams to achieve business goals faster, with greater accuracy and efficiency. This year’s innovation drivers include tools such as Intelligent Document Processing, Communications Mining, Process and Task Mining, and Automated Testing. “Automation is the best path to deliver on AI’s potential, seamlessly integrating intelligence into daily operations, automating backend processes, upskilling employees, and revolutionizing industries,” says Mark Gibbs, EMEA President, UiPath. Jessica Constantinidis, Innovation Officer EMEA at ServiceNow, explains, “Intelligent Automation blends Robotic Process Automation (RPA), Artificial Intelligence (AI), and Machine Learning (ML) with well-defined processes to automate decision-making outcomes.” “Hyperautomation provides a business-driven, disciplined approach that enterprises can use to make informed decisions quickly by analyzing process and data feedback within the organization,” adds Constantinidis. Thierry Nicault, AVP and General Manager at Salesforce Middle East, emphasizes that while companies are eager to embrace AI, the pace of change often leads to confusion and stifles innovation. He notes, “By deploying AI and Hyperintelligent Automation tools, organizations can enhance productivity, visibility, and operational transformation.” Automation is driving growth and innovation across industries. AI-powered tools are simplifying processes, improving business revenues, and contributing to economic diversification. Ramprakash Ramamoorthy, Director of AI Research at ManageEngine, highlights how Hyperintelligent Automation, powered by AI, uses tools like Natural Language Processing (NLP) and Intelligent Document Processing to detect anomalies, forecast business trends, and empower decision-making. The IT Pushback Despite enthusiasm for AI, IT professionals are raising concerns. A Salesforce survey revealed that 88% of IT professionals feel overwhelmed by the influx of AI-related requests, with many citing resource constraints, data security concerns, and data quality issues. Business stakeholders often have unrealistic expectations about how quickly new technologies can be implemented, creating friction. According to Constantinidis of ServiceNow, many organizations lack transparency across their business units, making it difficult to fully understand their processes. As a result, automating processes becomes challenging. She adds, “Before full hyperautomation is possible, issues like data validation, classification, and privacy must be prioritized.” Automation platforms need accurate data, and governance is crucial in managing what data is used for AI models. “You need AI skills to teach and feed the data, and you also need a data specialist to clean up your data lake,” Constantinidis explains. Gibbs from UiPath stresses that automation must be designed in collaboration with the business users who understand the processes and systems. Once deployed, a feedback loop ensures continuous improvement and refinement of automated workflows. Ramamoorthy from ManageEngine notes that adopting Hyperintelligent Automation alongside existing workflows poses challenges. Enterprises must evaluate their technology stack, considering the costs, skills required, and the potential benefits. Strategic Integration of AI and Automation To successfully implement Hyperintelligent Automation tools, enterprises need a blend of IT and business skills. Mark Gibbs of UiPath points out, “These skills ensure organizations can effectively implement, manage, and optimize hyperintelligent technologies, aligning them with organizational goals.” Salesforce’s Nicault adds, “Enterprises must empower both IT and business teams to embrace AI, fostering innovation while ensuring the technology delivers real value.” Business skills are equally crucial, including strategic planning, process analysis, and change management. Ramamoorthy emphasizes that these competencies help identify automation opportunities and align them with business goals. According to Bassel Khachfeh, Digital Solutions Manager at Omnix, automation must be implemented with a focus on regulatory and compliance needs specific to the industry. This approach ensures the technology supports future growth and innovation. Transforming Customer Experiences and Business Operations As automation evolves, it’s transforming not only back-end processes but also customer experiences and decision-making at every level. Constantinidis from ServiceNow explains that hyperintelligence enables enterprises to predict outcomes and avert crises by trusting AI’s data accuracy. Gibbs from UiPath adds that automation allows enterprises to unlock untapped opportunities, speeding up the transformation of manual processes and enhancing business efficiency. AI is already making an impact in areas like supply chain management, regulatory compliance, and customer-facing processes. Ramamoorthy of ManageEngine notes that AI-powered NLP is revolutionizing enterprise chatbots and document processing, enabling businesses to automate complex workflows like invoice handling and sentiment analysis. Khachfeh from Omnix highlights how Cognitive Automation platforms elevate RPA by integrating AI-driven capabilities, such as NLP and Optical Character Recognition (OCR), to further streamline operations. Looking Ahead Hyperintelligent Automation, driven by AI, is set to revolutionize industries by enhancing efficiency, driving innovation, and enabling smarter decision-making. Enterprises that strategically adopt these tools—by integrating IT and business expertise, prioritizing data governance, and continuously refining their automated workflows—will be best positioned to navigate the complexities of AI and achieve sustainable growth. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Customer Service Week

Customer Service Week

Engage Your Customer Service Team All Year — With Appreciation Recognizing your customer service team during National Customer Service Week (the first full week of October) is a great opportunity to show appreciation. But why limit it to one week, or to simple gestures like pastries or catered lunches? Your team works hard all year long! Here are four ways to show your customer service reps that you value their dedication and well-being every day. Why Customer Service Week Matters Customer Service Week is ainternational event dedicated to recognizing the essential role customer service reps play in delivering excellent customer experiences. With growing demands on reps, including handling more products and increasingly complex cases, it’s important to show appreciation and support. Our research shows that 69% of service leaders say rep attrition is a significant challenge, and more than half of reps experience burnout. Investing in your team can reduce turnover, prevent burnout, and improve overall customer satisfaction. Everyone deserves to be recognized for the contributions. Customer Service Week, Administrative Assistants Day, Best Boss Day — they all offer opportunities to focus on the good someone is doing in your organization and provide praise beyond a comment in a review or an attaboy. Here are four ways to make sure your reps feel supported during Customer Service Week—and all year long: 1. Foster Community Involvement Customer service reps often work around the clock to solve problems and assist customers. Connecting them with a supportive community can make all the difference, especially as AI continues to transform the customer service landscape. Encourage your reps to join Salesforce’s Serviceblazer Community, where they can gain new skills, connect with industry peers, and grow their careers. By fostering these connections, you show that you’re invested in their professional growth. As Serviceblazer Shonnah Hughes, VP at Salesforce, notes: “Your community helps you stay updated with the latest technology and enhances your skills, leading to career opportunities and personal growth.” Sean Lewis, principal solution consultant for Vicasso, shares that creating a dedicated Slack channel for best practices has improved customer service issue resolution and created a culture of gratitude. 2. Offer Professional Development Opportunities Invest in your team’s future by providing paid learning opportunities. Platforms like Salesforce’s Trailhead offer self-paced learning on a variety of topics, from communication skills to AI in customer service. Additionally, consider sponsoring team members for training courses, seminars, or workshops. This not only builds their skill sets but also shows you’re invested in their long-term success within the organization. You don’t have to send everyone to Dreamforce. But some of the smaller events might require less travel and more learning. If there isn’t a customer service Salesforce focused Meetup locally, sponsor one. Encourage networking. This might be where your next great employee is found. 3. Promote Skills Exchange Sessions Encourage skill-sharing among team members to build camaraderie and promote peer learning. Regularly schedule sessions where team members can teach one another valuable skills, such as how to leverage AI for writing customer responses or best practices for resolving complex cases. These sessions help create a collaborative work environment and enable the team to continuously improve. Record the sessions and add them to your Knowledge Base. Encourage staff to learn new skills to share. 4. Prioritize Health and Wellness Initiatives Supporting your team’s physical and mental health is key to maintaining productivity and morale. Consider introducing initiatives like fitness challenges, yoga sessions, or mental health workshops to reduce burnout and promote well-being. Offering access to wellness resources, gym memberships, or wellness stipends can also demonstrate your commitment to their overall health. Not only does the team appreciate these gestures, but helps them feel better all year long. 🔔🔔 Follow us on LinkedIn 🔔🔔 Ready to Put These Ideas into Action? A valued team is a highly motivated team. By implementing these four strategies—community involvement, professional development, skills exchanges, and wellness initiatives—you can show your customer service reps how much they mean to your organization. And the best part? You can engage and support them not just during Customer Service Week, but every day of the year—whether or not there are donuts involved. Salesforce provides a wide array of tools to help you with these four strategies. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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AI Won't Hurt Salesforce

AI Won’t Hurt Salesforce

Marc Benioff Dismisses AI Threats, Sets Sights on a Billion AI Agents in One Year Salesforce CEO Marc Benioff has no doubts about the transformative potential of AI for enterprise software, particularly Salesforce itself. At the core of his vision are AI agents—autonomous software bots designed to handle routine tasks, freeing up human workers to focus on more strategic priorities. “What if your workforce had no limits? That’s a question we couldn’t even ask over the past 25 years of Salesforce—or the 45 years I’ve been in software,” Benioff said during an appearance on TechCrunch’s Equity podcast. The Billion-Agent Goal Benioff revealed that Salesforce’s recently launched Agentforce platform is already being adopted by “hundreds of customers” and aims to deploy a billion AI agents within a year. These agents are designed to handle tasks across industries—from enhancing customer experiences at retail brands like Gucci to assisting patients with follow-ups in healthcare. To illustrate, Benioff shared his experience with Disney’s virtual Private Tour Guides. “The AI agent analyzed park flow, ride history, and preferences, then guided me to attractions I hadn’t visited before,” he explained. Competition with Microsoft and the AI Landscape While Benioff is bullish on AI, he hasn’t hesitated to criticize competitors—particularly Microsoft. When Microsoft unveiled its new autonomous agents for Dynamics 365 in October, Benioff dismissed them as uninspired. “Copilot is the new Clippy,” he quipped, referencing Microsoft’s infamous virtual assistant from the 1990s. Benioff also cited Gartner research highlighting data security issues and administrative flaws in Microsoft’s AI tools, adding, “Copilot has disappointed so many customers. It’s not transforming companies.” However, industry skeptics argue that the real challenge to Salesforce isn’t Microsoft but the wave of AI-powered startups disrupting traditional enterprise software. With tools like OpenAI’s ChatGPT and Klarna’s in-house AI assistant “Kiki,” companies are starting to explore GenAI solutions that can replace legacy platforms like Salesforce altogether. For example, Klarna recently announced it was moving away from Salesforce and Workday, favoring GenAI tools that enable seamless, conversational interfaces and faster data access. Why Salesforce Is Positioned to Win Despite the noise, Benioff remains confident that Salesforce’s extensive data infrastructure gives it a significant edge. “We manage 230 petabytes of customer data with robust security and sharing models. That’s what allows AI to thrive in our ecosystem,” he said. While companies may question how other platforms like OpenAI handle data, Salesforce offers an integrated approach, reducing the need for complex data migrations to other clouds, such as Microsoft Azure. Salesforce’s Own Use of AI Benioff also highlighted Salesforce’s internal adoption of Agentforce, using AI agents in its customer service operations, sales processes, and help centers. “If you’re authenticated on help.salesforce.com, you’re already interacting with our agent,” he noted. AI Startups: Threat or Opportunity? As for concerns about AI startups overtaking Salesforce, Benioff sees them as acquisition opportunities rather than existential threats. “We’ve made over 60 acquisitions, many of them startups,” he said. He pointed to Agentforce itself, which was built using technology from Airkit.ai, a startup founded by a former Salesforce employee. Salesforce Ventures initially invested in Airkit.ai before acquiring and integrating it into its platform. The Path Forward Benioff is resolute in his belief that AI won’t hurt Salesforce—instead, it will revolutionize how businesses operate. While skeptics warn of a seismic shift in enterprise software, Benioff’s strategy is clear: lean into AI, leverage data, and stay agile through innovation and acquisitions. “We’re just getting started,” he concluded, reiterating his vision for a future where AI agents expand the possibilities of work and customer experience like never before. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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AI Research Agents

AI Research Agents

AI Research Agents: Transforming Knowledge Discovery by 2025 (Plus the Top 3 Free Tools) The research world is on the verge of a groundbreaking shift, driven by the evolution of AI research agents. By 2025, these agents are expected to move beyond being mere tools to becoming transformative assets for knowledge discovery, revolutionizing industries such as marketing, science, and beyond. Human researchers are inherently limited—they cannot scan 10,000 websites in an hour or analyze data at lightning speed. AI agents, however, are purpose-built for these tasks, providing efficiency and insights far beyond human capabilities. Here, we explore the anticipated impact of AI research agents and highlight three free tools redefining this space (spoiler alert: it’s not ChatGPT or Perplexity!). AI Research Agents: The New Era of Knowledge Exploration By 2030, the AI research market is projected to skyrocket from .1 billion in 2024 to .1 billion. This explosive growth represents not just advancements in AI but a fundamental transformation in how knowledge is gathered, analyzed, and applied. Unlike traditional AI systems, which require constant input and supervision, AI research agents function more like dynamic research assistants. They adapt their approach based on outcomes, handle vast quantities of data, and generate actionable insights with remarkable precision. Key Differentiator: These agents leverage advanced Retrieval Augmented Generation (RAG) technology, ensuring accuracy by pulling verified data from trusted sources. Equipped with anti-hallucination algorithms, they maintain factual integrity while citing their sources—making them indispensable for high-stakes research. The Technology Behind AI Research Agents AI research agents stand out due to their ability to: For example, an AI agent can deliver a detailed research report in 30 minutes, a task that might take a human team days. Why AI Research Agents Matter Now The timing couldn’t be more critical. The volume of data generated daily is overwhelming, and human researchers often struggle to keep up. Meanwhile, Google’s focus on Experience, Expertise, Authoritativeness, and Trustworthiness (EEAT) has heightened the demand for accurate, well-researched content. Some research teams have already reported time savings of up to 70% by integrating AI agents into their workflows. Beyond speed, these agents uncover perspectives and connections often overlooked by human researchers, adding significant value to the final output. Top 3 Free AI Research Tools 1. Stanford STORM Overview: STORM (Synthesis of Topic Outlines through Retrieval and Multi-perspective Question Asking) is an open-source system designed to generate comprehensive, Wikipedia-style articles. Learn more: Visit the STORM GitHub repository. 2. CustomGPT.ai Researcher Overview: CustomGPT.ai creates highly accurate, SEO-optimized long-form articles using deep Google research or proprietary databases. Learn more: Access the free Streamlit app for CustomGPT.ai. 3. GPT Researcher Overview: This open-source agent conducts thorough research tasks, pulling data from both web and local sources to produce customized reports. Learn more: Visit the GPT Researcher GitHub repository. The Human-AI Partnership Despite their capabilities, AI research agents are not replacements for human researchers. Instead, they act as powerful assistants, enabling researchers to focus on creative problem-solving and strategic thinking. Think of them as tireless collaborators, processing vast amounts of data while humans interpret and apply the findings to solve complex challenges. Preparing for the AI Research Revolution To harness the potential of AI research agents, researchers must adapt. Universities and organizations are already incorporating AI training into their programs to prepare the next generation of professionals. For smaller labs and institutions, these tools present a unique opportunity to level the playing field, democratizing access to high-quality research capabilities. Looking Ahead By 2025, AI research agents will likely reshape the research landscape, enabling cross-disciplinary breakthroughs and empowering researchers worldwide. From small teams to global enterprises, the benefits are immense—faster insights, deeper analysis, and unprecedented innovation. As with any transformative technology, challenges remain. But the potential to address some of humanity’s biggest problems makes this an AI revolution worth embracing. Now is the time to prepare and make the most of these groundbreaking tools. 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 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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healthcare Can prioritize ai governance

Healthcare Can Prioritize AI Governance

As artificial intelligence gains momentum in healthcare, it’s critical for health systems and related stakeholders to develop robust AI governance programs. AI’s potential to address challenges in administration, operations, and clinical care is drawing interest across the sector. As this technology evolves, the range of applications in healthcare will only broaden.

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Agentic AI Race

Agentic AI Race

This announcement precedes the release of Salesforce’s competing Agentforce platform, set to debut for general use on Oct. 25. Salesforce CEO Marc Benioff has publicly criticized Microsoft’s AI technology, calling out Copilot’s data security risks and expressing doubts about its value for business customers.

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Insurance Brokerage Financial Services Cloud

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.

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salesforce agentforce ai powered agentic agents

What is an Agentic Sales Agent?

What is a Sales Agent? A sales agent is a key figure in a sales organization, representing the business’s products or services to customers. While the term is often used interchangeably with “sales representative,” it can also refer to independent contractors or reps from partner agencies. In the modern tech landscape, “sales agent” is increasingly used to describe AI-powered, autonomous applications that support sales efforts, such as lead nurturing and sales coaching. Your Limitless Sales Team: From Pipeline to Paycheck Scale effortlessly with Agentforce — your new digital workforce built on the Salesforce Platform. Sales Agents vs. Sales Reps: What’s the Difference? While “sales agents” and “sales reps” are often used interchangeably, some distinctions exist. A “sales agent” may refer to an independent contractor or an employee from a partner agency. However, in today’s technology-driven world, the term often refers to AI-driven sales applications that augment sales teams, reducing manual tasks and enhancing productivity. What Does a Sales Agent Do? A sales agent typically performs tasks traditionally handled by sales representatives or sales development representatives, such as engaging with leads, updating CRM systems, and closing deals. AI sales agents, however, function autonomously, managing tasks like lead nurturing, roleplaying sales conversations, and automating processes such as quoting and billing. These agents rely on self-learning, natural language processing, and deal data to carry out their tasks, allowing human sales teams to focus on building relationships and strategic decision-making. Types of Sales Agents Sales agents come in many forms, both human and AI-powered: Benefits of Human and AI Sales Agents Sales Agent Roles Your Company Should Hire Depending on your needs, there are several roles to consider when building a sales team: Best Practices for Measuring Sales Agent Performance Human and AI sales agents are measured on distinct sets of metrics: How Sales AI and Automation are Impacting the Role of Sales Agents Sales teams face constant challenges in managing leads and closing deals. AI sales agents are transforming this landscape by automating time-consuming tasks, allowing human agents to focus on relationship-building and strategic decision-making. AI tools such as Agentforce can augment human teams by handling administrative tasks, allowing reps to focus on the human-centric aspects of sales. Human and AI Sales Agents Leap into the Future Human agents will always be vital in sales, but AI is rapidly becoming a powerful complement. As AI continues to evolve, human sales teams will work more closely with AI agents to handle more complex workflows, across more channels, in an increasingly seamless manner. The result? Stronger customer relationships, better engagement, improved retention, and increased sales volume. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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