And why we’re actually not talking about it enough!
TL;DR: Salesforce World Tour London is this week, and we’re calling it now: Agentforce Voice is going to steal the show. But this isn’t just about cutting handle times or killing off awful hold music. From helping a family stranded at the airport at 5 AM to triaging the 8 AM healthcare rush, Voice has the power to tackle real-world human crises. It’s time to think bigger than basic bots cutting costs – we’re talking about a universal shift in how businesses actually help people.
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We are hearing about it constantly, but I still don’t think we’re actually talking enough about
Voice, because this doesn’t just impact Salesforce users or the Saas ecosystem; it has a universal butterfly effect.
World Tour is coming to London this Thursday, and we have a sneaking (and not very original) suspicion that the dominating focus will be Agentforce Voice. THIS is the product that we have been most excited about at Performa, and as our team has been embarking on the first implementations of this technology, we have started bouncing around more and more ideas on how this can change the landscape of business. And by that, I don’t mean hyperbole about cutting headcounts and doing everything with AI; I mean having the power to actually improve customers’ lives.
Voice is such a massive advancement, and it’s unsurprising that Salesforce is taking the lead in the race to market. This goes beyond the obvious business benefits: cutting down average handle time, personalising service, eliminating awful hold music and frustrating waits for AI bots to buffer for agonising lengths of time. Voice has the capability to not only elevate the customer experience but also prevent harm, safeguard people in urgent situations, and facilitate the resolution of critical emergencies.
What might this look like in the not-too-distant future?
Energy providers can identify and assist vulnerable customers (and actually, all customers) with the right advice at the right time, solving real crises while avoiding compliance fines associated with delay.
Instead of a clunky forms-based nightmare, insurance providers can guide people who have just suffered emergencies and accidents through a claim with speed and clarity, right when they are most distressed.
We all know the hair-tearing situation that is the 8:00am scramble to get a GP appointment when you need antibiotics. Healthcare organisations can use this tech to support ALL patients who need care, effectively triaging the right level of support without the bottleneck.
Calls can be routed with pinpoint accuracy, ensuring emergency services deliver vital care to the right places without a second wasted.
Government bodies in the Public Sector can actually listen to all of their citizens and ease their concerns. By tackling huge volumes of standard cases autonomously, it frees up human teams to be physically out on the ground in the community where they are needed most.
Picture a young family whose plane home was cancelled at the last minute at 5:00 AM. Instead of standing in a 4-hour terminal queue with crying toddlers, they get immediate, empathetic support from their travel agency or airline to reschedule their journey.
When a pipe bursts or a circuit starts sparking, and a houseful of stressed uni students are panicking, they don’t need a FAQ page. They need to get straight on the phone to get instant safety guidance and direction from their utility company or manufacturer.
We say, think bigger than automated renewals and basic product complaints. Think about the global, universal friction points that businesses can finally resolve with this technology.
It’s about accessibility, standard of living, safety, (and sanity!) We’re incredibly excited to hear more on Thursday – and trust us, we won’t be shutting up about it anytime soon!
Keen to learn what Voice and Agentforce can do for your customers (and your business?) book a quick call with one of our experts to find out.