Introducing Agentforce
The first of its kind
At this year’s Dreamforce conference, Agentforce is the moment.
As part of Salesforce’s vision for transforming customer service, Agentforce emerges as the first AI-powered agent ecosystem. It was built to work across every industry, embedded into every Salesforce app, and integrated across different Salesforce clouds. This mean that organizations ranging from retail chains to healthcare providers can take advantage of Agentforce to help them manage customer interactions more efficiently.
Agentforce is not meant to replace customer support teams but rather to augment them. By working AI into everyday operations, businesses can improve the customer experience without losing the human touch.
During the announcement, it was emphasized that the majority of AI’s impact — about 75% — is felt in customer-facing roles. Marc Benioff also mentioned that Agentforce is 33% more precise than earlier versions. This marks a major step forward for Salesforce’s AI technology.
With over 100 industry-specific prompts, AI agents can provide faster, more relevant responses to address specific customer needs. This kind of personalization means that agents are more effective and aligned with the unique goals of different industries.
By the time a customer is passed on to a human agent, Agentforce provides a complete summary of the prior conversation, along with any relevant customer information that it has gathered during the interaction. This saves time for both customers and employees while also ensuring that human agents have the context they need to solve problems faster.
Meet Atlas
Atlas is dubbed the “brain” behind Agentforce.
It is an agentic system, giving it more autonomy when it comes to carrying out tasks for users. It puts together a plan based on the user’s role and goals, adjusting as needed by gathering more data. When it’s ready to take action, Atlas leverages appropriate business processes and communicates with customers or employees through their preferred channels.
This increased autonomy and flexibility help improve workflows and overall efficiency.
Data Cloud in the mix
Another important part of the Main Keynote announcement was on the role of Data Cloud in enhancing Agentforce’s capabilities.
Agentforce uses Retrieval Augmented Generation (RAG), a data retriever that helps teach AI about a business’ specific needs and data.
In the example they presented with Saks, they showed that Agentforce could retrieve all relevant information from the business’ CRM data stored within Data Cloud. With all of this key data delivered to the agent, accurate prompts can be built and timely assistance can be provided to customers. This improves both the speed and relevance of AI responses, making it easier for companies to use their vast data pools to support customer interactions.
Agentforce access with Salesforce Foundations
Salesforce also announced that with Salesforce Foundations, available to those with Enterprise Edition or higher, customers will now gain a quick and easy way to get started building their own AI agents with Agentforce.
Why it matters
At Modelit, we’re excited to see how Agentforce changes the Salesforce game.
It mixes the power of AI with the authenticity of human agents to deliver faster, more personalized service. Atlas being able to autonomously refine plans and engage users across channels makes Agentforce even more effective. We think this will benefit Salesforce users by strengthening customer support and moving the industry toward smarter operations.
If you’re looking to gain a deeper understanding of how Agentforce and Salesforce AI can benefit your business, make sure to head over to Salesforce Trailhead. There, you’ll find valuable resources and tutorials to help you master the fundamentals of these evolving technologies.
What’s next for Salesforce
As you can see, the Main Keynote at Dreamforce 2024 was electrifying!
With exciting announcements on Agentforce, Atlas, and Data Cloud, it’s safe to say we’re heading into a new era of customer service efficiency for Salesforce users everywhere.
As Dreamforce continues, keep an eye out for more sessions and events that will offer further insights and opportunities. We’ll also be sharing more updates and highlights from the conference, so stay tuned to our blog for the latest.
The Modelit team is thrilled to see how these developments align with our company purpose to enhance our clients’ experience with the Salesforce platform.
Want to learn more about these updates? In search of guidance on how to leverage these new tools?
Don’t hesitate to reach out to us! We’re here to help you navigate these changes and have the best experience possible.
