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No one likes phoning customer service and having to sit on hold. Even worse, dealing with a chatbot that completely fails to understand your query.
Salesforce believes it has a solution. Agentforce, launched late last year, uses generative artificial intelligence to understand natural language and taps into its clients’ systems to resolve customer service issues. Unlike traditional approaches, it can handle multiple interactions simultaneously, is available 24/7, and can use the data from each interaction to generate actionable analytics for business customers.
Monks added Salesforce to its portfolio in March, partly because of this technology’s promise. The US firm is not alone in pioneering ‘agentic AI’, but has three critical factors in its favour.
Cumulative Agentforce conversations
First, from Disney to the Danish government, more than 150,000 organisations already use its products, giving it an edge in distribution.
Second, many of those clients have significant volumes of data in other Salesforce systems, providing Agentforce secure access to high-quality and well-structured records.
And third, Salesforce’s scale helps it attract some of the industry’s best engineers, as well as an ecosystem of external developers.
There are no certainties: agentic AI represents a massive technological transition, and the road will inevitably be bumpy. But the potential to remove friction from many aspects of our lives presents an extraordinary long-term growth opportunity.
Agentforce in the world
The graphic below gives examples of how Agentforce’s AI can be put to use.
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