What AI Agents Handle Best (And What They Don’t)

This week has been particularly special, as Inclusion Cloud made it onto the Inc. Magazine 5000 list as the 6th fastest-growing AI company in the U.S.! While it’s been a time for celebration, I’m still excited to bring you the latest episode of Salesforce Under the Lens.?

AI agents are making waves, and you’ve probably seen a lot of buzz about this new evolution of LLMs. Today, I want to break down where these autonomous agents truly shine and where they still need a bit of help.?

What AI Agents Can Do?

AI agents like Salesforce’s Einstein Service Agent are changing the game in customer service. These smart systems can take on a variety of tasks on their own.?

For instance, they’re great at handling repetitive jobs like processing returns or giving personalized product suggestions. They pull from massive amounts of data, analyze customer interactions, and provide real-time, tailored responses.?

These agents can work around the clock across multiple channels, leveraging trusted business data from platforms like Salesforce CRM. They deliver quick and accurate solutions to common customer questions, which frees up human agents to focus on tasks that require more of a personal touch—like empathy, emotional intelligence, persuasion, and navigating ambiguity.?

They’re also well-integrated with various platforms, allowing them to access all the organizational knowledge they need, from best practices and product info to compliance requirements and historical data.?

What AI Agents Can’t Do?

As powerful as these AI agents are, there are still some things they’re not quite up to speed on.?

While they’re excellent with straightforward, data-driven tasks, they struggle when situations get more complex and require a deep understanding or empathy. For example, if a customer needs help negotiating a sensitive business contract or dealing with a high-stakes issue, an AI agent might miss the emotional nuances, leading to a less-than-ideal experience.?

That’s where the human touch is irreplaceable.?

AI agents also have their limits when it comes to understanding cultural subtleties or generating new knowledge. They rely on the data they’ve been trained on, so their effectiveness is only as good as the information they’ve been given.?

I’m excited about the potential of this technology, and I believe we’ll see even more advanced AI agents that can handle these nuanced situations in the future. For now, the best approach is a balanced one: letting AI agents take care of the routine and predictable tasks, while humans handle the more complex or unfamiliar scenarios.?

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