Salesforce unveils Agentforce

Wiley saw a more than 40% increase in case resolution rates

Author

Joey Fiorie
September 17, 2024

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Highlights

Today’s AI tool we’re reviewing is Agentforce

  • Agentforce by Salesforce is redefining AI in the enterprise by deploying autonomous agents that boost efficiency and customer satisfaction across various functions, from service to sales.

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How Agentforce Uses AI

Salesforce's Agentforce equips businesses with a digital workforce of AI agents that autonomously analyze data, make decisions, and execute tasks without human intervention. Built on the Agentforce Atlas Reasoning Engine, these agents use real-time data to provide precise and reliable outcomes, enhancing workflows in service, sales, marketing, and commerce.

Problem it Addresses

Companies often struggle with limited resources, leaving many tasks unaddressed. Additionally, employees spend a significant amount of time on repetitive, low-impact work, detracting from their ability to focus on high-value activities.

Solution

Agentforce provides a scalable AI solution that automates routine tasks, allowing human employees to focus on more strategic roles. Its autonomous agents are customizable with low-code tools and seamlessly integrate into existing workflows.

Key features include:

  • Autonomous Operation: Agents independently analyze data, make decisions, and execute tasks without human input, enhancing efficiency and accuracy.

  • Real-Time Adaptability: Uses real-time data to adjust to changing conditions and ensure relevant, valuable customer interactions.

  • Seamless Integration: Works across multiple platforms and channels, easily embedding into an organization’s existing systems and processes.

Competitors

  • Zendesk AI: Automates customer service tasks, leveraging AI to enhance customer interactions across various channels.

  • HubSpot Service Hub: Uses AI-driven bots and automation tools to improve customer service efficiency and response times.

  • Freshdesk Omnichannel: Integrates AI to automate support across email, chat, phone, and social media, enhancing customer service delivery.

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Case Study

Wiley saw a more than 40% increase in case resolution rates after implementing Agentforce, which autonomously handled routine inquiries and triaged more complex customer issues. This allowed human agents to dedicate their time to higher-impact cases, significantly enhancing overall service efficiency.

  • Dynamic Self-Service: Agentforce used Wiley’s existing knowledge base to automatically resolve common customer issues like account access.

  • Improved Triage: The AI agents efficiently directed registration and payment inquiries to the appropriate resources, streamlining customer support.

  • Increased Capacity: With routine tasks automated, human agents were freed to focus on complex problems, elevating the quality of customer interactions.

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