Salesforce has announced Agentforce, the latest AI-driven feature that brings a more proactive and autonomous approach to customer experience (CX) and employee experience (EX). Aimed at maximising operational efficiency and enhancing interactions, Agentforce helps businesses deploy AI agents that can independently manage and resolve tasks across various functions, from customer support and sales to marketing operations.
This goes far beyond traditional chatbot capabilities, as Agentforce combines advanced decision-making skills with automation to handle tasks without human intervention. Companies like OpenTable, Saks, and Wiley leverage Agentforce to enhance productivity, broaden their service capacity, and elevate customer satisfaction.
“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. Built on Salesforce’s trusted, fully customizable platform — seamlessly integrating enterprise data, metadata, AI models, workflows, security and applications — Agentforce is what AI was meant to be,” said Marc Benioff, Chair and CEO of Salesforce.
One key feature, the Agentforce Service Agent, stands out with pre-built, customizable tools that help businesses handle customer interactions more effectively. From basic inquiries to complex support tasks, this out-of-the-box solution adapts to any industry and communication channel, including voice, messaging apps, and social media.
For example, Data Cloud’s retrieval augmented generation (RAG) feature gives agents access to a customer’s entire history, including past emails and support tickets, which helps them make better decisions and offer more personalised assistance. The Atlas Reasoning Engine, meanwhile, is an advanced layer within Agentforce that evaluates and processes information, ensuring that responses are accurate, contextually relevant, and data-informed.
Salesforce emphasises that this innovation addresses longstanding CX pain points, such as lengthy wait times and inconsistent responses. With Agentforce, businesses can improve first-contact resolution rates and reduce the time customers spend seeking assistance, boosting both CX and EX.