At a glance
Agentforce is the latest product innovation from Salesforce. Agentforce is a new solution for creating individual, autonomous AI agents that can analyse data, make decisions, and perform tasks in customer service, sales, and marketing without any programming knowledge. This enables organisations to increase efficiency and customer satisfaction.
In this article, we take a closer look at how it works and what makes Agentforce so revolutionary.
What is Salesforce Agentforce?
Customers increasingly expect faster feedback and solutions, preferably around the clock. Implementing 24/7 customer support that provides customers with fast, personalized and uncomplicated help with questions, solutions or next steps is not something that every company can easily do.
This is exactly where Salesforce agents come into play: With Agentforce, Salesforce has created a ready-to-use solution that enables companies to quickly and easily integrate artificial intelligence into processes. Without any in-depth programming knowledge.
AI agents can be used in a wide variety of areas, whether in customer service, marketing or sales. They can independently analyze data, make decisions and take over various tasks completely. You determine the framework in which the agents operate.
For example, the AI agents are able to answer customer inquiries accurately and conduct customer conversations in natural language, evaluate leads according to their potential or improve marketing campaigns based on data.
“Agentforce is what AI was meant to be. It is AI at the service of your company, your customers and your employees.”
Gary Brandeleer (Senior Director, Product Management, Salesforce)
What are AI agents and how are they used?
AI agents are digital helpers that constantly perform routine tasks or evaluations for you in the background. Depending on the area of application, these agents can independently answer customer inquiries, optimize campaigns or train sales calls with you and learn from case to case.
You can use the AI agents in these areas:
Users can use the AI agents provided by Salesforce or create their own AI agents for their industry and individual use cases using the Agent Builder. Finance Agent, IT Agent, Healthcare Agent - thanks to Prompts, Flows and Apex, there are no limits to the creation of your AI supporters.
Another tip: In the future, the Salesforce marketplace AppExchange will also offer the possibility of obtaining further highly specialized AI agents.
How does Agentforce benefit you and your customers?
Improved efficiency: Many time-consuming tasks can be delegated to the AI agent. For example, customer service agents can handle more customer queries in less time.
Increased customer satisfaction: By using AI agents, your customers will benefit from shorter wait times and immediate assistance with problems or questions. This in turn increases customer satisfaction in the long term.
24/7 availability: AI agents are available to you and your customers around the clock.
Scalability: There are no limits to the number of agents you can deploy. Deploy digital assistants in every department to provide the best customer and employee experience while reducing operational costs.
Intelligent task handover: When the AI agent is no longer able to help, tasks are automatically handed off to a live agent. The agent receives detailed documentation of progress, an overview of the customer and recommendations for next steps.
Consistency and accuracy: AI agents can write responses in your unique corporate tone, giving customers a consistent experience with your company across multiple touchpoints.
How does Agentforce work?
Salesforce's new platform is built on a combination of data, artificial intelligence, and automation.
It is powered by the
Data Cloud
, which brings all your data together in real time and makes it actionable.
At the same time, the new Atlas Reasoning Engine forms the neural network or 'brain' of the AI agents. This engine ensures that the agents mimic human thought and action, correctly classify tasks, prioritise task steps and ultimately perform the tasks correctly. The agents rely solely on your data in the data cloud. Atlas is the biggest difference from Salesforce's previous AI applications.
Using Mulesoft or other interfaces, existing workflows and processes can also be enhanced with Agentforce.
What is the difference between Agentforce and Co-Pilot?
Agentforce goes far beyond its predecessor Co-Pilot in terms of autonomy and capabilities: integrating the AI directly into the Salesforce platform promises a more efficient use of the technology than simply deploying solutions.
Previous co-pilots were also heavily reliant on human interaction and are barely able to handle multi-stage tasks independently. Agentforce, on the other hand, is autonomous thanks to the use of the Atlas Reasoning Engine, can hold conversations in natural language and is constantly learning new things.
In addition, co-pilots had to be trained in a more complex way using prompts, data and AI models. This required a certain degree of understanding of LLMs (Large Language Models).
This is no longer the case with Agentforce. The solution is a "ready-to-use" version and the agents work using the data within the Data Cloud. This gives them the ability to provide relevant answers. If this data is changed or updated, the agents adapt the changes in real time.
Outlook
The new generation of AI agents will not just be hype. Salesforce is heralding a new era in the AI wave, as the company itself has announced.
These AI assistants will take over routine tasks without much effort and save many employees from monotonous and time-consuming work. And raise efficiency in companies to a whole new level.
The new Salesforce solution was launched at the end of October and will be rolled out in other countries by the beginning of 2025.
