The artificial intelligence revolution is ushering in a new era with autonomous agents designed for specific tasks. These agents, such as those introduced by Salesforce in its Agentforce platform, not only generate responses or suggestions, but autonomously take action on critical business processes.
Table of Contents
What is AgentForce?
Agentforce is an innovative suite of autonomous artificial intelligence (AI) agents that promises to revolutionise the way businesses manage customer service, sales, marketing and commerce tasks, giving them the ability to refine the customer experience at any stage of the campaign.
Unlike general language models, specialised agents operate on real-time business data and execute precise actions, such as sending personalised communications or handling customer service queries, establishing themselves as an indispensable tool for those seeking to improve operational efficiency and optimise the customer experience.
They can be used at any stage and in all Salesforce apps:
- In Service, for 24/7 support
- In Sales, with the aim of maximising sales.
- In Marketing, to optimise campaigns
- In Commerce, to offer buyers a personalised advisor.
- In Platform, to deploy personalised agents.
Possibility of defining the agent’s role
There is the possibility of defining the agent’s role, the work to be carried out and the objectives to be achieved within the team. Predefine the actions or tasks that the agent can execute.
Based on a trigger or instruction, as it could be executed a flow, a request template or Apex. Possibility to adjust Guardrails, i.e. what the agent can and cannot do. Possibility to do it in natural language or by functions integrated in the Einstein trust layer.
As well as defining the channels through which they can work (CRM, Apps, Slack, Web,…).
‘AI is only as good as the data you have’.
AI is only as good as the data you have, hence the importance that this, is qualified and secure, we use Trusted Data for this, as this is the information that these agents are going to work with.
What can Agentforce bring to your business?
Agentforce’s ability to act automatically enables businesses to streamline operations and free employees from repetitive tasks, facilitating a focus on the strategic activities that drive growth.
The true value of these custom-designed agents lies in their ability to integrate with existing business systems and operate under rules, parameters and data.
Thanks to advanced technologies such as Large Action Models (LAMs), these agents not only process information, but also transform it into executable decisions, improving operational efficiency. Working in conjunction with Large Language Models (LLMs), agents can combine data analysis with the execution of concrete actions, from sending automated personalised emails to database and CRM management. This gives companies a digital team that streamlines workflows and provides autonomous solutions with minimal human intervention.
Salesforce Agentforce is positioned as a disruptive innovation that seamlessly integrates artificial intelligence with human talent, with the potential to transform multiple areas of the business.
Meet those who have already implemented Agentforce
Introducing Agentforce for Marketing
A retail company focuses its business vision on the customer. As such, it cultivates long-lasting relationships using data, AI, CRM and trust to engage consumers at all stages of life.
The company sends millions of personalised emails daily, from the nine brands it markets, to customers around the world. Using Salesforce and Agentforce, it reaches customers at the right times while building lasting relationships that build brand loyalty.
Leading Sales Teams with the help of AI
Connecting people to the content they love, whether it’s music, podcasts or even ads, is the goal of this company which, with a single source of advertiser data, automated capture of salespeople’s activity and real-time collaboration, increased sales team productivity by 40% by reducing meetings and email traffic.
In addition, it increased B2B advertising sales conversions through automation and personalised web content, resulting in higher quality ads to millions of listeners, all through the use of Agentforce.
AI-powered human agents boost customer service
A leading and trusted research and learning publisher, has implemented Agentforce, which has enabled it to increase self-service and efficiency by more than 40%, outperforming the previously configured chatbot, along with a 213% return on investment (ROI) achieved by implementing Service Cloud. For its customers, Agentforce provides reliable, accurate and valuable recommendations, as they are based on the publisher’s CRM.
With Agentforce, predictive and generative AI is natively integrated into the workflow of its service reps, helping Wiley train new reps, divert or resolve complex cases, and optimise its overall service operations. All of this creates better experiences for both customers and brand employees.
Coming soon…
More news about Agentforce is expected following its launch at Dreamforce. It promises to revolutionise the way companies manage complex processes by offering advanced reasoning, retrieval and decision-making capabilities. Its potential to transform customer-employee interactions is enormous, as is the business development benefit to companies.
Want to know how we can help you? At Omega CRM we are ready, drop us a line and our team will be happy to do so.
Have you heard about Salesforce’s latest innovations? Discover the ones presented at #DF24 here
