Salesforce Dreamforce 2024 was all about their new AI engine set on Atlas reasoning technology that replicates human thinking. It’s called Agentforce, a successor to Salesforce Einstein GPT.
Agentforce is more than just an AI tool; it’s a virtual agent that works tirelessly on your team, 24\7, without requiring human intervention. Its autonomous decision-making capabilities allow it to handle tasks independently, freeing up your human agents to focus on more complex issues.
Unlike traditional AI, Agentforce works on Atlas reasoning technology which can make intelligent decisions based on rational decision-making like humans. It compares and contrasts its options, weighs the pros and cons, and chooses the most appropriate course of action.
Don’t want to trust AI completely yet? Agentforce notifies you of every step it takes and can even loop in a human agent if it encounters an unusual situation, it was not trained for. With automated workflows and intelligent decision-making, Agentforce is truly like an agent on your team.
Following this in a recent conversation, Srini Tallapragada, President and Chief Engineering Officer At Salesforce, reflected on how far the company has come to offer boundless AI opportunities for all industries using CRM.
Salesforce as the leading Customer Relationship Management software has truly offered the most advanced AI features, starting from Einstein GPT. It was capable of generating summaries of client history based on their interaction on various channels, smart replies, and next steps to assist sales and support teams.
Now as Srini Tallapragada says, “We’ve always been at the cutting edge of cloud technology, but AI is where the future lies. With Agentforce, we not just enhancing customer service- transforming how businesses interact with their customers. By integrating AI and automation into our platform, we’re enabling businesses to unlock new levels of productivity and efficiency.”
How does Agentforce enhance business operations?
At the core Agentforce is a bot that you can train on a specific role by defining the job and agent goals. You provide it with data to carry out this role through any source via company’s database or external clouds. Define its actions based on triggers along with do’s and don’ts. Based on this the bot can work in all clouds such as,
- Marketing Cloud
Whenever a new customer visits the website, adds something to the cart, or checks out, you can train the agent bot to generate a personalized email based on the customer history and purchase. This quick response will enhance customer loyalty.
- Sales Cloud
There is a lot going on in sales at a time when there are many customers at various stages in sales cycles. To keep up with each and every customer, you can train your sales bot to send initial emails or follow-ups.
It’s smart enough to understand customer history based on different channel communications and generate replies accordingly. It can even act as an assistant, assisting sales reps in daily tasks and suggesting next steps and recommendations.
- Customer Support Cloud
The biggest challenge in customer support is timely responses. The customer doesn’t care about your business timings or reps availability. You can easily overcome this with your bot. It can quickly generate answers or steps by going through company guideline documents. You’ll end up delighting your customers with swift responses.
As Salesforce, CEO, Marc Benioff, while introducing Agentforce at the DreamForce event said, “This is about humans and robots driving customer success together.”
Conclusion:
With Agentforce’s low-code development tools, businesses can quickly train bots and execute them wherever required to improve their workflow.
AI in CRM has come a long way and now it can work on its own with workflow automation and data analytics. It will significantly improve business processes.
You can avail Salesforce services providers services, like RT Dynamic which are CRM experts. Reach out to us to integrate Agentforce into your Salesforce for unlimited business benefits.
