Salesforce is adding another weapon to its AI arsenal by acquiring Tenyx, an AI voice agent company. The acquisition is expected to be finalized on 31st October in the third quarter of Salesforce’s fiscal year 2025. This acquisition is poised to empower Salesforce with new capabilities, strengthening its position in the AI CRM competition. Tenyx will integrate into Salesforce’s agent force service agent, providing advanced AI voice capabilities and benefitting service agents by serving virtual assistants.
Tenyx specializes in developing AI voice solutions and has created an AI voice virtual assistant that will enhance the Salesforce service cloud which will greatly benefit the service agents. These are similar to AI chatbots integrated into websites and self-service portals. Now whenever the customers call and there is no human service agent available, these virtual AI assistants can take over and conduct an entire conversation with the customers.
Tenyx’s customer service demo video shows a customer called to change the shipping address for an order. The AI assistant expertly guided the customer through the process, obtained clear consent at each step, and even recommended a pair of socks to accompany a jogger purchase. The agent’s calm and clear voice created a positive customer experience, presenting upselling and cross-selling opportunities.
What further made the acquisition successful is Tenyx’s experience as an enterprise solution provider, allowing its AI voice agents to understand industry-specific terminology and respond accordingly. Their expertise covers various industries such as e-commerce, healthcare, hospitality, and travel makes it a refined solution.
Benefits of Tenyx’s Conversational AI technology:
- Human-like conversational capability, makes the customer interaction engaging and doesn’t sound like talking to a robot.
- Scalable AI voice agent solution that is highly scalable to business.
- A higher conversion rate and increased sales opportunities
- Enhances customer experience by better customer handling
- Insights and metrics into customer interactions give key performance metrics and optimize customer service strategy.
- Efficient support exceeds customer experience.
Where Salesforce will use it?
Salesforce will integrate it into its service cloud, extending its existing autonomous agent capabilities for Agentforce Service agents. This strengthens Salesfroce’s goal of adding advanced, innovative AI-driven solutions to its clouds, delivering a more intuitive and seamless customer experience.
Following this, Tenyx’s cofounders, CTO, and CEO will also be joining Salesforce’s team to further solidify the cause and work to enhance voice agents' abilities.
Agentforce Service Agent:
Since Tenyx is an AI voice virtual assistant it will be added to the salesforce service cloud, Agentforce Service Agent. It is a Salesforce app designed to streamline and improve customer service operations. There are comprehensive features like:
- A unified Agent Console that provides a centralized workspace where the agents can access knowledge base articles for case information.
- Intelligent case routing to the most appropriate agent based on skills, availability, and case type.
- Case management capabilities include case creation, assignment, escalation, and resolution tracking.
- Chat and screen sharing enable real-time collaboration through features such as chat and screen sharing.
- Reporting and Analytics provide agent performance tracking, identify trends, and measure customer satisfaction.
- Furthermore, it can also integrate with other Salesforce clouds, such as Sales and Marketing.
AI in Salesforce Clouds
Salesforce is at the forefront of integrating AI into the cloud-based CRM platform. One similar tool is Einstein AI, an AI-powered chatbot that can assist the team in performing various tasks, receiving next steps and guides based on repositories stored in Salesforce’s knowledge base.
Sales Cloud AI
- Opportunity scoring, likelihood of closing deals for effort focus
- Activity capture automatically logs emails and meetings in Salesforce
- Lead scoring prioritizes leads based on value
- Next Best Action recommendation for sales reps
Marketing Cloud AI
- Predictive Audiences
- Relevant Content Recommendation to customers
- Journey Analytics
Service Cloud
- Automatic Case Routing to the most appropriate agent
- Understand customer Language and relevant answers
- Sentiment Analysis of customers for appropriate response
Commerce Cloud AI
- Product Recommendations based on preferences and customer purchase history
- Product Price Optimization to maximize revenue
Platform Cloud
- Einstein Vision analyzes images and extracts insights
- Einstein NLP understands and processes natural language
- Prediction builder creates custom predictive models for various use cases
Salesforce Managed providers
To utilize Salesforce’s cloud CRM platform to its maximum potential, you can take the assistance of Salesforce Managed Service Providers (MSPs), which are specialized companies that offer a range of Salesforce services. These Include
- Implementation
- Customization
- Integration
- Migration
- Training
- Support
You can consider RT Dynamics for your Salesforce services. We have an expert team of Salesforce developers having deep knowledge and experience in streamlining implementation and ongoing operations. By partnering with us, businesses can maximize the value of their Salesforce investments.
Conclusion
Salesforce’s acquisition of Tenyx marks a significant advancement in AI-powered customer service solutions. Tenyx’s innovative AI voice magenta, when integrated into Agentforce Service Agent, will empower businesses to deliver exceptional customer experiences, improve efficiency, and drive satisfaction.
For Salesforce-related services, you can work with Salesforce Managed service providers who can assist you in implementation, customization, integration, migration, etc. Contact us today for Salesforce services.
