Business Insider’s "CXO AI Playbook": How Firms are Tackling Challenges with Artificial Intelligence
What’s New in AI?
Salesforce, renowned for its CRM software and Slack, is stepping up its AI game with the launch of Agentforce. This platform enables businesses to build and deploy digital agents to automate tasks such as creating sales reports and summarizing Slack conversations.
What Problem is Salesforce Solving?
Salesforce has been harnessing AI for years through its Einstein feature, developed in 2016, which handled basic scriptable tasks. However, with the rise of generative AI, Salesforce saw a chance to do more.
The company has been revolutionizing its AI capabilities since then, introducing Einstein GPT, Einstein Copilot, and now Agentforce – a platform designed to handle diverse business needs in a flexible and customizable fashion.
"Our customers wanted more," said Tyler Carlson, Salesforce’s VP of Business Development. "Some wanted to tweak the agents we offer, while others wanted to create their own"
The Tech Behind It
Agentforce is powered by Salesforce’s Atlas Reasoning Engine and connects with AI models from major players like OpenAI, Anthropic, Amazon, and Google, providing businesses access to a variety of AI tools.
Slack becomes a testing ground for Agentforce, allowing automations to be integrated where employees already spend their time
Smarter and More Flexible AI
Agentforce employs ReAct prompting, a technique which helps agents break down tasks into smaller steps and adjusts their approach as they encounter problems. This leads to more accurate responses and allows for hands-off task management.
Agentforce works seamlessly with Salesforce’s proprietary large language models (LLMS) and third-party models, offering clients a comprehensive range of options. Tight data privacy policies, enforced by Salesforce, ensure business security and compliance
How is Salesforce Making This Work for Businesses?
Companies can design AI agents tailored to their needs utilizing Agentbuilder. For example, an agent could quickly sort emails or answer specified HR questions using internal data. Salesforce has already launched an AI service agent, in collaboration with Workday, for employee queries
Conclusion
Agentforce has already resulted in 90% accurate customer inquiries in early trials, with Salesforce aiming at broader adoption, more functionalities, and higher workloads handled by these agents
The company is building an ecosystem of partners and developing new skills to achieve broader adoption by next year We want Agentforce to become a must-have for every business
FAQ
Q: What triggered the development of Agentforce?
A: Generative AI capabilities and changing business needs led to an expansion of Salesforce’s AI capabilities.
Q: Why is Agentforce significant to Salesforce?
A: Agentforce marks a move towards more flexible and effective AI solutions, enabling Salesforce to cater to diverse client needs.
Q: How does Agentforce provide business value?
A: Agentforce automates tasks, enhances accuracy of responses, and enables easy customization, ultimately increasing productiveness and efficiency
