What Are AI Customer Service Agents?

AI customer service agents can handle service requests autonomously, reduce workloads for human reps, and help you scale support to thousands of customers. Agents can handle simple or complex issues, such as answering a frequently asked question or managing a product return, in a personalized and conversational way.

Our research finds that 82% of service reps say customers ask for more than they used to. As a customer service leader, you’re likely under pressure to deliver on these expectations while reducing costs, increasing speed, and offering personalized, around-the-clock service. That's when AI customer service agents can lend support.

Why choose Agentforce Service Agent as your AI customer service agent solution

If you're looking to integrate AI customer service agents into your customer service strategy, Agentforce Service Agent can help. Here’s how:

• Multi-channel support: Engage customers 24/7 through various channels like SMS, WhatsApp , and Facebook Messenger, as well as voice for inbound calls.
• Multi-modal understanding: Enables AI to interpret and respond to various input types, such as text, images, and audio, using advanced technologies like Natural Language Processing and computer vision.
• Agent Builder: Agentforce Service Agent can be personalized using the Agent Builder, a user-friendly, low-code tool. With Agent Builder, users can use existing tools like Flows, prompt templates from Prompt Builder , Apex, and APIs to configure their Agent.
• Atlas Reasoning Engine: The Atlas Reasoning Engine serves as the ‘brain’ behind Agentforce, using a proprietary system that emulates human thought and planning.

Check out the full article to learn more about Agentforce Service Agent.

Want to learn even more about Agentforce Service Agent? Dive into these resources:

Join this “Discover Agentforce Service Agent: What It Is and How It Works” webinar to take a deep dive into Agentforce Service Agent.

Watch this demo to see Agentforce Service Agent in action.

Check out this Dreamforce 2024 content on Salesforce+ to learn more about Agentforce Service Agent:

• Service Keynote: Humans with AI Agents Deliver Effortless Service
• Agentforce Service Agent: What Is It and How Does It Work?
• Revolutionize Customer Support with Agentforce Service Agent

Get Started with Agentforce Service Agent with this Trailhead .

Additional Learnings

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Serviceblazer Shonnah Hughes ? explains how to become more strategic, solve real-world problems, and grow your career with the support of other dedicated customer service pros in the Serviceblazer Community.

Bonus: Check out Shonnah’s recent Serviceblazer Short and hear what it means to be part of the Serviceblazer Community.

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Join the Serviceblazer Community on Slack to learn best practices, keep current with trends, and network with other service and field service professionals — all in real time.