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Today we delve into Agentforce, the AI Agent unveiled by Salesforce at Dreamforce 2024. This new product is designed to revolutionize customer service and support by leveraging advanced AI technologies to automate tasks, enhance decision-making, and streamline agent interactions.

Watch Agentforce Keynote at Dreamforce 2024

What is an AI agent?

AI Agents are autonomous, proactive applications designed to execute specialized tasks to help employees and customers. Agents use large language models (LLMs) to analyze and understand the full context of customer interactions or an automated trigger, then reason through decisions on the next steps autonomously.

These agents generate responses that are consistent with your company’s brand voice and guidelines using trusted business data, including Salesforce CRM data, external data from Data Cloud, and more. These agents are capable of operating 24/7 across various platforms like self-service portals and messaging channels, handling tasks proactively within set guardrails. When faced with complex issues beyond their scope, they can escalate the matter to human agents, ensuring that queries are resolved efficiently and accurately.

What types of AI agents are there?

Businesses can create an agent for any role, any industry and to solve any use case. With Agentforce, it’s ready to spin up out-of-the-box agents across service, sales, marketing, commerce, and more.

• Service Agent replaces traditional chatbots with AI that can handle a wide range of service issues without preprogrammed scenarios, improving customer service efficiency.
• Sales Development Representative (SDR) engages with prospects 24/7, answering questions, managing objections, and scheduling meetings based on CRM and external data, allowing your sellers to focus on building deeper customer relationships.
• Sales Coach provides personalized role-play sessions for your sales team, using Salesforce data and generative AI to help sellers practice pitches and objections tailored to specific deals.
• Merchandiser assists your ecommerce merchandisers with site setup, goal setting, personalized promotions, product descriptions, and data-driven insights, simplifying daily tasks.
• Buyer Agent enhances the B2B buying experience, helping your buyers find products, make purchases, and track orders via chat or within sales portals. Personal Shopper acts as a digital concierge on your ecommerce sites or messaging apps, offering personalized product recommendations and assisting with search queries.
• Campaign Optimizer automates the full campaign lifecycle, using AI to analyze, generate, personalize, and optimize marketing campaigns based on business goals.
• Agentforce (formerly Einstein Copilot) supports employees in the flow of their work with specific tasks by searching for data, creating action plans, and executing them to increase workplace efficiency.

How AI agents can help your business:

Resolve customer inquiries 24/7

Agentforce Service Agents engage customers autonomously across channels 24/7 in natural language. They resolve cases swiftly and accurately because every answer is grounded in trusted data. Set your Service Agent up in minutes using prebuilt templates, or customize fast with low-code. Define clear security guardrails and when to seamlessly escalate to human employees.

Engage with prospects 24/7

Agentforce SDRs autonomously answer product questions, handle objects, and book meetings for sales reps. They act and respond accurately, with responses grounded in your business data. You decide how often, which channels, and when your agent will engage before briefing sellers for handoff. It can meet leads on their preferred channels, like SMS or WhatsApp, in any language.

Provide personalized sales role-plays

With a Sales Coach Agent, you can practice pitching, handling objections, and negotiation with realistic role-plays tailored to each deal. Get consistent feedback on seller strengths, areas for improvement, and actionable steps to advance deals, all grounded in CRM data. Then, easily assess ROI by analyzing win/loss rates of deals, with or without coaching.

Offer personalized product recommendations

Engage shoppers with a personal assistant. Power personalized conversations directly on your commerce site or in a preferred messaging app, like WhatsApp. Help shoppers find products and make purchases faster by guiding search queries and personalizing product recommendations.

Create and optimize campaigns end-to-end

Build better campaigns faster. With Agentforce Campaigns, marketers can save time with a trusted Agent to help generate a campaign brief, target audience segment, content, and even build a customer journey in Flow. And because an Agent never sleeps, it will continually analyze performance against KPIs and proactively recommend improvements.

(Source: Salesforce)