Salesforce introduces Agentforce: AI as a partner to transform yout business

Dreamforce, Salesforce's annual conference held in September in San Francisco with more than 45,000 attendees, had one clear keynote: Agentforce. Against a backdrop of AI's growing impact on automation and efficiency, Agentforce is positioned as an essential tool for businesses of all sizes. Its purpose is to leverage human potential and optimise operations, redefining collaboration between humans, agents and AI.

Agentforce comes in response to the need for deep, collaborative automation that goes beyond simplifying tasks by allowing people to focus on strategic objectives while AI manages the operational side.

Agentforce's five pillars that drive the customer experience

• Autonomous agents: Designed to work in areas such as sales, customer service and marketing, these agents operate independently, handling multiple interactions simultaneously to provide fast, personalised responses.

   

• Real-time Data Cloud: Thanks to its connection to the Data Cloud, AgentForce accesses real-time, integrated information from multiple sources, ensuring that your decisions are accurate and contextualised.

   

• Atlas, the reasoning engine: This engine allows agents to plan actions and learn from previous results, providing them with an autonomy that facilitates personalisation in each interaction.

   

• Low-code tools: Agentforce includes options such as Agent Builder, Model Builder and Prompt Builder, which allow users to design and customise their agents without the need for advanced programming skills.

   

• Einstein Trust Layer: Security is paramount when it comes to AI. This system ensures the privacy and accuracy of data used by AI, providing trust and protecting the integrity of sensitive information.

Key benefits of AI agents in Agentforce

• Improved efficiency: Autonomous agents can handle queries and manage tasks simultaneously, reducing response times.
• Continuous availability: They facilitate a 24/7 service, allowing companies to respond to their customers at any time.
• Scalability: Agentforce adapts to business growth, allowing more agents to be deployed as needed.
• Consistency and accuracy: Thanks to their data-driven design, agents provide consistent and error-free responses.
• Personalised experience: Agents use relevant information to tailor their responses, improving customer satisfaction.

Agentforce represents a disruptive innovation in business-to-customer interaction, making AI a true strategic ally. While some fear that AI will replace humans, Dreamforce envisions a future where AI adapts to humans, amplifying their capabilities without replacing them. Agentforce, with its ability to unify data, automate interactions and adapt to context in real time, opens up a new horizon of opportunities towards hyper-personalisation and efficiency.