Agentforce FAQ'S

A: Agentforce is a new AI-driven platform from Salesforce that enables businesses to create autonomous agents for customer service and sales. These agents can handle queries, book meetings, and provide support without human intervention.

A: Salesforce announced Agentforce on August 29, 2024, and has begun the sales cycle.

A: Agentforce is part of the Salesforce ecosystem and built with the Salesforce object hierarchy and existing automation tools in mind. Agentforce agents are like individual chatbots with a specific mission designed to be fully autonomous, operating 24/7 across multiple channels, and are capable of engaging in dynamic, human-like conversations powered by generative AI.

A: Agentforce is built on Salesforce’s Einstein AI and Airkit.ai eCommerce , a low-/no-code platform acquired by Salesforce in 2023. Agentforce also leverages Salesforce Flows, Apex, and the API. This combination allows businesses to design and deploy custom agents leveraging the Salesforce ecosystem tools. Agentforce also includes rebranding parts of Salesforce Copilot. Your business requirements will determine which platforms you need.

A: Yes, depending on your business requirements. There are other AI Chatbot platforms that integrate with Salesforce and perform automation across Salesforce and your entire tech stack. If price holds considerable weight during evaluation, we suggest you talk with one of our consultants. There are great solutions available for each stage of your AI journey.

A: Agentforce allows companies to build custom sales and service agents, with plans to introduce industry-specific agents, such as those for healthcare and financial services, in future updates. What can be done with Agentforce is also dependent on what platform(s) your organization has.

A: Absolutely. Omni Consultants has extensive experience building AI-powered chatbots across major platforms, tailored to fit a wide range of business needs. We have successfully developed AI-driven chatbots from the ground up, leveraging advanced technologies like vector databases for smarter, more responsive interactions. In addition to chatbot development, we’ve worked with AI on a larger scale, including predictive analytics involving billions of data rows, achieving exceptional accuracy. Our deep understanding of AI enables us to design solutions that deliver unprecedented efficiency and business value.

A: Sales agents created with Agentforce can handle basic customer inquiries, qualify leads, and schedule meetings, freeing up sales representatives to focus on more complex interactions and high-value prospects. Additional customizations can be created to add even more functionality.

A: Service agents built on Agentforce can provide automated responses to common customer queries, route complex cases to human agents, and engage in multimodal communication (text, images, video), leading to faster resolution times.

A: Yes, Agentforce integrates seamlessly with Salesforce’s existing suite of products, including Service Cloud, Sales Cloud, and the broader Salesforce ecosystem, allowing for smooth cross-platform automation and data flow. Integration possibilities are also dependent on the platform licenses owned by your organization.

A: Agentforce leverages low-code/no-code tools from Airkit.ai eCommerce , making it accessible for technically minded admins depending on the specific business needs. Developers and resources familiar with AI chatbot architecture may also find the tools and options familiar. Agentforce leverages Salesforce Flows, Apex, and the API.

A: While initially focused on sales and customer service, Agentforce can be customized by to fit your business needs in your industry. Agentforce may be adopted by industries such as healthcare, finance, and retail, as Salesforce plans to release industry-specific agents in the coming year(s).

A: Agentforce is designed to handle basic queries autonomously, but when complex issues arise, it can seamlessly escalate and hand off the conversation to a human agent, ensuring a smooth customer experience. Complex automations can be built for Agentforce.

A: Yes, Agentforce is scalable and can be customized for businesses of all sizes, allowing them to deploy AI-driven agents with a good plan.

A: Yes, Agentforce is omnichannel, meaning it can engage with customers through multiple communication channels such as web chat, email, phone, and social media, providing consistent service across platforms.

A: Agentforce includes generative AI, multimodal AI (text, images, video), and predictive AI to help automate customer interactions, streamline workflows, and improve the overall customer experience.

A: Agentforce’s AI agents are equipped with language translation capabilities, allowing them to interact with customers in multiple languages, providing a more personalized and global experience.

A: While initially focused on sales and customer service, Agentforce can be customized by to fit your business needs in your industry. Agentforce may be adopted by industries such as healthcare, finance, and retail, as Salesforce plans to release industry-specific agents in the coming year(s).

A: As part of the Salesforce ecosystem, Agentforce adheres to Salesforce’s high security standards, ensuring data privacy, secure communications, and compliance with global regulations such as GDPR and CCPA.

A: By automating routine tasks such as answering FAQs, scheduling meetings, and managing service tickets, Agentforce reduces the workload on human agents, enabling teams to focus on higher-value tasks and improving overall efficiency.

A: Yes, Agentforce leverages data from Salesforce’s Data Cloud to provide personalized customer experiences. It can access customer histories and preferences in real-time to tailor interactions to individual needs.

A: By reducing wait times, offering 24/7 availability, and providing accurate and consistent responses, Agentforce can significantly improve customer satisfaction, helping businesses to deliver faster and more reliable service.