When it comes to AI customer support bots, allowing for customization goes a long way when it comes to helping virtual agents outperform traditional chat bots. For example, AI bots that can learn based on previous transactions become more valuable over time and can be deployed in an increasing number of use cases and for issues of greater complexity.
Salesforce announced the general availability of Agentforce, a new layer of the Salesforce Platform that enables companies to build and deploy AI agents that can autonomously take action across virtually any business function. In the announcement, the company noted that Agentforce "goes beyond chatbots and copilots, using advanced reasoning abilities to make decisions and take action" like resolving customer cases, qualifying sales leads and optimizing marketing campaigns.
There is also "significant potential for improving workflow and creating efficiencies," according to Salesforce, as Agentforce does not depend on human engagement to get work done. The agents can be triggered by changes in data, business rules, pre-built automations, or signals via API calls from other systems. Companies such as OpenTable, Saks and Wiley are already using Agentforce today to augment their employees, expand their workforce and improve customer experiences.
Additionally, Agentforce includes "out-of-the-box agents that are easy to customize and deploy with low-code or no-code tools," said Salesforce in the announcement. Agentforce Service Agent, the first generally available out-of-the-box agent, outperforms traditional chatbots by handling a wide range of tasks, from simple to complex, with pre-built topics and actions for customer support. Users can customize pre-built agents to serve any industry and any use case, like retail with order management topics, or financial services with billing and payment support topics.
“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,” said Marc Benioff, Chair and CEO, Salesforce. “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.”
Edited by
Alex Passett
