Salesforce has reached another milestone in the world of AI technology: on September 12, it unveiled the Agentforcethat not only revolutionizes customer service, sales, marketing and commerce, but also takes the path to customer success to a higher level. Companies can now expand their workforce with autonomous AI agents that simultaneously elevate scalability, efficiency, and customer satisfaction to a higher level. But what exactly is Agentforce and how can it be incorporated into everyday life?

‍

The development of AI has gone through several stages, and Agentforce represents the third wave!

Salesforce Leadership

Marc Benioff

Chair, CEO & Co-Founder

‍

Agentforce — The New Wave of AI

TO”Trends in AI for CRMAccording to the report Approximately 41% of employees spend their working time on repetitive tasks with low added value.The Agentforce makes a difference in this area by being able to automate these routine tasks so that people can focus on higher-level, strategic work. Think about it: what if your colleagues finally didn't bother with “forgotten password” requests and instead focused on the really important, value-creating tasks?

Unlike previous systems that relied on human intervention, such as chatbots and co-pilots, Agentforce takes AI to a new level by operating autonomously. The latest development in Salesforce is able to analyze data in real time, make decisions, and then execute tasks autonomously, whether it's handling customer service requests, qualifying sales leads, or even optimizing marketing campaigns.

WHAT IS AN AGENTFORCE AGENT?

Agentforce is a proactive, autonomous application that provides specialized and constant support to Salesforce users. Agents are equipped with all the necessary business knowledge to be able to perform the tasks appropriate to their role. The application is aimed at automating and simplifying tasks across a wide range of industries.

Details

Agentforce makes the power of AI accessible not only to large companies, but to organizations of all sizes. The systemenables easy, fast customization of AI agents with low-code toolsand its implementation, so that new functions and automated processes can be built in minutes, without special technical background. — It's as simple as starting a new project quickly and smoothly with just a few clicks, without the need for special technical knowledge!

The Agentforce Engine

One of the most outstanding innovations of Agentforce is the new Agentforce Atlas Reasoning Engine, capable of autonomously interpreting data, making decisions and performing tasks, producing reliable and accurate results. This intelligence ensures that AI agents respond accurately, quickly and efficiently to customer needs, reducing the possibility of human error and increasing the efficiency of company processes.

Agentforce Partner Network

The new Agentforce Partner Networkallows the use of pre-built agents that are offered by industry leaders such as Amazon Web Services, Google, IBM and Workday. These partners make their AI solutions available in different areas, so companies can easily expand their AI capabilities and optimize their processes using state-of-the-art technologies. Agents will be available through Salesforce AppExchange.

Agentforce in Practice

Customers like OpenTable, Saks, and Wiley are already experiencing the benefits Agentforce provides. For exampleIn Wiley's case, AI agents increased the resolution rate of customer complaints by more than 40% by performing routine inquiries, while freeing up the human workforce to handle more complex cases.The ability to integrate across systems and flexible customization ensures that AI works effectively with existing enterprise applications.

All in all, we can say that Agentforce is a powerful AI solution within the Salesforce platform that integrates seamlessly with existing business processes. With the Agentforce Atlas Reasoning Engine, the system can autonomously analyze data, make decisions and perform routine tasks, significantly increasing operational efficiency. It frees up human resources and allows the company to focus on more important and structured tasks. This is the future of CRM.

Sources:

• https://www.salesforce.com/agentforce/
• https://appexchange.salesforce.com/collections/agentforce-partner-network/
• https://www.salesforce.com/form/pdf/trends-of-ai/?d=cta-body-promo-8

‍