How Salesforce Is Taking Agentforce to the Next Level

Welcome to another episode of Salesforce Under the Lens!?

Salesforce has been dropping hints about their upcoming platform, Agentforce, which will be fully revealed at Dreamforce 2024. This new platform promises to elevate AI from basic Large Language Models (LLMs) to fully autonomous agents that can seamlessly interact with systems, employees, and customers.?

What’s the Big News for Dreamforce 2024??

Salesforce CEO Marc Benioff recently teased Agentforce on X , hinting at its powerful capabilities and potential to blend digital with human-assisted support. We’re getting closer to the full reveal at Dreamforce 2024 , but here’s a sneak peek at what’s coming.?

What Is Agentforce??

Agentforce is the next step in the evolution of business tech—moving beyond conversational chatbots into the world of autonomous agents. While chatbots generate responses based on data, autonomous agents go further by actually performing tasks and making decisions in real-time, all driven by the same powerful AI foundation.?

What’s Marc Benioff’s Vision for Agentforce??

Marc Benioff is doubling down on two key ideas:?

1. AI and humans teaming up can supercharge customer success.?
2. Agentforce aims to streamline operations by seamlessly connecting systems and platforms.?

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Salesforce is already working on integrating Agentforce with Workday and Slack , laying the foundation for smarter, more efficient environments that help employees and customers solve problems faster.?

How Will Agentforce Impact HR and Customer Support??

Agentforce could be a game changer for HR and customer support teams.?

Picture this: an AI assistant that helps employees with everyday tasks like setting up benefits, submitting expenses, or getting performance review info—all through a quick chat, just like talking to a colleague. With AI handling these routine tasks quickly and accurately, HR can focus on more strategic initiatives like improving company culture and employee development.?

For customer support, Agentforce steps up by taking care of common customer issues automatically. Whether it's troubleshooting a product or guiding customers through steps, the AI handles it. And if things get complicated, Agentforce seamlessly hands over the case to a human agent, complete with all the details—so customers never have to repeat themselves.?

This creates a faster, more seamless support experience for everyone.?

Why Is Agentforce a Game Changer for System Integration??

Agentforce is built to bridge the gap between all the different software and systems a company uses—think Salesforce for customer management, Workday for HR, and Slack for communication. Usually, these systems hold valuable data, but it’s often siloed, making it hard to get a full picture of what’s happening across the company. Agentforce changes that by connecting these systems and bringing everything together.?

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It can pull data from different places and use it to make better decisions or give more accurate answers. For example, if a customer support AI needs to verify an employee’s role to answer a query, it can pull that data directly from Workday. This level of integration makes everything run more smoothly, saving time and reducing errors.?

Technically speaking, Agentforce does this through “zero-copy integration,” meaning it can access and use data across systems without needing to duplicate it. It uses open-source technology to ensure compatibility with a wide range of data formats and platforms.?

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Thanks for tuning in! If you enjoyed this episode, make sure to subscribe and share it with your network. And don’t forget to follow Inclusion Cloud for more tech insights—you won’t want to miss what’s coming next. See you next week!?

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