Agentforce is without doubt the latest buzzword that is on everyone’s lips, and was certainly the darling of the show at Dreamforce this year. But what’s behind the buzz and how soon can it be deployed here in the UK?
Well firstly, what is Agentforce?
Quite simply Agentforce is a platform that enables businesses to build, deploy and monitor autonomous AI Agents that have the necessary business knowledge to work alongside human workers and execute tasks for specific roles. These agents are proactive and autonomous, providing specialised, always-on support to employees or customers.
Agentforce is available across every cloud in the Salesforce product suite including service, sales, marketing, and commerce. This means that you can have Service Agents, Sales Agents, Marketing Agents and Commerce Agents working alongside humans, helping to deliver faster, smarter and more personalised experiences.
For those wanting to know what’s under the bonnet, the force behind Agentforce is the Atlas Reasoning Engine which autonomously analyses data, makes decisions, and completes an action, providing reliable and accurate results.
What makes up an Agent?
There are 5 attributes of an agent which are;
- Role – The agent’s purpose, including the job to be done and the broader goals that the agent should achieve alongside their human co-workers
- Data – Giving the agent access to timely, accurate data and knowledge is of course critical to the carrying out its role
- Actions – Predefined tasks enable the agent to execute its role based on a trigger or instruction.
- Guardrails – These guidelines define what the agent can and cannot do, including seamlessly escalating to a human.
- Channel – This defines where the agent can work, including website, Slack and mobile apps.
Types of Agents
As mentioned previously, Agentforce is not limited to just one area of business. There is a whole ground-breaking suite of autonomous AI agents that augment employees and handle tasks in service, sales, marketing, and commerce, driving unprecedented efficiency and satisfaction.
- Service Agents engage customers autonomously across channels 24/7, using natural language. They quickly resolve cases accurately with trusted data-backed answers.
- Sales Agents autonomously answer product questions, handle queries on multiple channels, including SMS or WhatsApp, and book meetings for their human colleagues. They respond accurately, powered by business data, and are fully controlled in terms of when, where, and how they engage before handing off to a human agent if required.
- Sales Coach Agents help humans practice pitching, handling objections, and negotiating through tailored role-plays. This provides consistent feedback and data on strengths, areas for improvement, and actionable steps, all linked to CRM data.
- Campaign Agents create and optimise campaigns from start to finish. Marketeers save time with an agent that generates briefs, targets segments, builds content, and designs customer journeys. It continuously analyses performance against KPIs and proactively suggests improvements in real time.
- Personal Shopper Agents act as a shopping assistant, engaging customers on your site or messaging apps like WhatsApp. They guide product searches and offer personalised recommendations, helping shoppers find and buy faster.
How big will Agentforce be?
Salesforce estimate that 41% of employee time is spent on repetitive, low-impact work, and according to the Salesforce Trends in AI Report, 65% of desk workers believe generative AI will allow them to focus on higher-touch, higher-value, and more strategic outcomes. This is also a big advance from chatbots which are simply pre-programmed assistants, so the benefits can be quite significant.
Without doubt, Agentforce will be very accessible thanks to Agent Builder which is a low-code builder that makes it easy to customise out-of-the-box agents or build new agents for any role, any industry or use case.
All of this, in addition to Salesforce’s a bold vision to empower one billion agents with Agentforce by the end of 2025, means Agentforce is going to be very big indeed!
The team at iMMERSIVE are Agentforce trailblazers, certified and fully skilled up ready to help you create a strategy, connect data and customise and implement agents across your business tailored to your specific needs. Get in touch with us today to find out how humans + agents + iMMERSIVE = innovation and success.
