What is Agentforce in Salesforce?
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Agentforce is an AI-powered solution from Salesforce for businesses that need digital agents. These agents can be configured to seamlessly work alongside human colleagues. They can be most useful at alleviating work pressure when it comes to responding to customer queries.
Here are a few industries that experience high volumes of customer queries and would benefit from Salesforce’s Agentforce support:
Although Agentforce can speed up tasks for employees with automations, it also equips them with AI-powered tools to help customers faster than before. Additionally, they can use tools from Agentforce to collaborate with colleagues more easily.
Join us in the article below to learn more about Agentforce, Salesforce’s most popular AI-focused feature.
Let’s get started!
Who Should Consider Using Salesforce Agentforce?
As we have already covered what Agentforce is from Salesforce, let’s dive into who benefits from this AI solution the most.
Main Functions of Agentforce
We are sure you want to know what Salesforce Agentforce is at its core. Let’s dive into some of its key features.
AI-Powered Chatbots
The purpose of AI chatbots from Agentforce is to improve the way customers and employees interact with a business. Digital agents are powered by Salesforce’s Einstein AI software and are therefore able to:
Intelligent Case Routing
The next main feature of Agentforce is its ability to route cases with Salesforce Omni-channel. Case routing is clever because with it, teams can quickly and automatically distribute cases, chats, or work items to colleagues with the right skills set to quickly close a customer query.
You might be interested to know that cases are also known as:
By using artificial intelligence software to route cases, customers experience that queries are resolved faster, which means they can continue using their products or services without problems. Therefore, businesses can benefit from deploying AI to keep customers happy and using their products.
Additionally, when AI software is added to systems, employees are kept happy and fulfilled. This is thanks to case routing’s power of managing and allocating cases so employees are not overloaded with high volumes of work.
Personalized Customer Interactions
Agentforce is a Salesforce product that integrates deeply with your CRM platform to connect with customer data. This seamless integration allows customer service teams to view complete histories of a customer’s data and their interactions. They can then use a Salesforce agent to retrieve real-time data, such as:
With this type of information at their fingertips, agents can deliver the most personalized services when interacting with customers.
Customers, in turn, will find this a good interaction, which will strengthen their relationship with the business.
Automated Task Management
Salesforce Agentforce can automate many tasks. To illustrate the benefits of Salesforce AI features better, we would like to give you a use case of a private bank. For example, a bank can integrate Agentforce into its online forms to speed up applications and manage them well.
For instance, a customer can fill out an online form from the convenience of their home. The details from the form are logged as a case in Salesforce. Agentforce then automatically assigns the case as high or low priority, based on many factors. One factor could be the customer is on a premium tier package.
In this case, the customer will be bumped up in priority and transferred to a senior agent, who has experience in supporting VIP customers. From the bank’s side, the agent will instantly get an alert from Salesforce Omni-channel to get started on assisting the customer.
Wrapping Up Salesforce Agentforce
As we have learned, the features of Agentforce from Salesforce are great for saving time and effort. We covered this topic in our article and showed with our Agentforce overview how its features reduce the amount of tasks that human employees have to perform.
Additionally, we explored how this AI-powered software solution is able to respond to customer queries quickly and accurately while offering personalized experiences. This software functionality is essential in today’s digital-first epoch, where customers expect world-class services.
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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us
