Salesforce Agentforce: Redefining Customer Experience with AI

Salesforce’s Dreamforce 2024 conference already has people excited with the launch of several innovations in AI and customer experience. During the keynote of the Dreamforce opening event, CEO and Founder Marc Benioff laid out that Agentforce is going to play a big part in the AI-powered century. Rialtes experienced that last week while presenting a breakout session at Dreamforce and talking to admins and developers who can’t wait to get started with Agentforce.

What is Agentforce?

Salesforce’s new platform, Agentforce is designed to equip service agents with autonomous AI tools to enhance their capabilities and redefine how businesses interact with AI. With a suite of autonomous AI agents, it strives to automate complex tasks across sales, marketing, service, and more.

Agentforce is not just another chatbot, Its AI agents work autonomously by analyzing data, making decisions, and conducting actions needing humans, delivering advanced business automation. Unlike traditional chatbots, Agentforce is intelligent and adaptive, capable of solving a wide range of customer issues precisely. Just like Einstein GPT, Agentforce leverages Salesforce’s generative AI to automate tasks and deliver real-time insights, enabling agents to provide superior customer experiences.

Pillars of Agentforce

Agentforce runs on four fundamental pillars – Agentforce Agents, the Atlas Reasoning Engine, Agent Builder, and the Partner Network.

Agentforce Agents: These are pre-built solutions that can take input from a user and translate that input into a series of actions based on instructions that you can configure and enhance.

Agent Builder: It is the new low-code builder for Agentforce, which includes Prompt Builder and Model Builder. It lets users tap into existing tools like Flows, prompt templates, Apex, and APIs to configure their Agent.

Atlas Reasoning Engine: It serves as the brain of Agentforce agents. It allows users to automate agents’ actions to respond naturally and adapt to situations so they’re faster, more multi-turn, and more capable.

Partner Network: The partner companies extend Agentforce with new agent actions, and pre-built agent templates, ensuring consistent and responsible AI agents that can plan and act across multiple systems on behalf of users.

AI Agents and Their Role

Picture a tool that comprehends a customer’s issue and solves it autonomously by using backend systems like Salesforce’s Data Cloud or MuleSoft APIs. That’s an AI agent for you!

AI agent in Agentforce is an intelligent system put in place to understand clients’ inquiries and respond to them. They are built on machine learning and natural language processing and take on a wide range of manual tasks like addressing customer queries, answering basic questions, and multi-tasking them. AI agents represent a significant leap from traditional chatbots or copilots as they are quite capable of enhancing their performance by self-learning. Given human intervention is cut down in this, it’s going to elevate your traditional AI customer experience.

How do AI agents work?

Data Collection and Perception
AI agents gather data from various sources, such as customer interactions, transaction histories, and social media activity. This helps them understand the sources of customer queries. For real-time data integration and processing, Advanced AI agents are essential for loading your database with updated information, enabling you to handle inquiries efficiently.

Decision Making
AI agents process gathered data using machine learning models to identify patterns and provide output for decision-making. By analyzing past interactions and current queries in seconds, they can offer the most suitable response to a customer query, reducing response time and increasing customer satisfaction.

Learning and Improving
AI agents are built to learn and improve from every interaction. They constantly update their knowledge and get better with each feedback, improving the quality of future interactions automatically. It keeps them relevant and future-ready for ever-changing customer needs and industry landscape.