Tag: ai

In the increasingly competitive Energy and Utilities sector, companies face the dual challenge of reducing operational costs while enhancing customer engagement. Salesforce’s AI-driven solutions, notably Einstein and Agentforce, offer transformative tools to address these challenges effectively. But what are the use cases?

Harnessing Salesforce Einstein for Enhanced Customer Engagement

Salesforce Einstein integrates advanced, generative AI capabilities directly into the Salesforce platform, enabling companies to:

• Predict Customer Needs: by analysing historical data, Einstein anticipates customer requirements, allowing for proactive service offerings.

• Personalise Interactions: by implementing tailored communication strategies, Einstein can enhance customer satisfaction and loyalty.

• Automate Routine Tasks: freeing up human resources for more complex issues, therefore improving efficiency and making room for innovation.

Some examples of how this can apply to Energy and Utilities are:

1. Account and Customer Service Summaries and Next Best Action

Einstein provides service agents with instant, comprehensive insights into customer interactions, account histories, and service cases. This functionality service teams to quickly understand customer issues and offer personalised solutions. This can be taken one step further by combining Summaries with Next Best Action, so that service agents are provided with amendable solutions to customer queries without having to formulate responses from scratch. Einstein also has the power to take these responses and turn them into helpful knowledge articles to empower customers to self-serve.

Use Case: A utility company receives numerous customer inquiries daily. With Einstein, agents can access concise summaries of each customer’s past interactions and account details, which the AI then uses to generate a response or ‘next best action’, allowing the service rep to resolve issues with accelerated speed and accuracy, improving customer satisfaction.

2. Bill and Energy Usage Insights

By centralising billing, rates, and consumption data, Einstein can generate AI-driven summaries and insights. This empowers service agents to provide accurate and timely support regarding billing inquiries and energy usage patterns.

Use Case: Customers often have questions about their consumption and bills. Einstein analyses usage data to identify trends or anomalies, enabling agents to explain charges clearly and suggest energy-saving measures, thereby enhancing transparency and trust.

3. Field Work Summary

Einstein assists field technicians by generating intelligent summaries of tasks, incorporating real-time customer data, work orders, and job images. This reduces administrative burdens and ensures accurate reporting.

Use Case: A field technician completes a maintenance job and uses Einstein to generate a detailed report, including steps taken and any issues encountered. This streamlined documentation process reduces paperwork and allows technicians to focus more on fieldwork. To save even more time, the field technician can use voice recording functionality to cut the data entry process down even further. These reports can even then be turned into knowledge articles for future training resources.

4. Clean Energy Program Advisor

Einstein aids agents in guiding customers toward optimised energy usage by providing personalised recommendations on clean energy programs and services.

Use Case: An energy provider aims to promote its renewable energy programs as this is their value proposition. Einstein analyses customer profiles and usage patterns to identify those likely interested in clean energy solutions, enabling targeted outreach and increased program adoption.

Einstein features can provide great quick wins for businesses looking to leverage AI to save time, cut costs and improve their customer experience.

Implementing Agentforce to Streamline Operations

Agentforce, Salesforce’s exciting new autonomous AI agent technology, automates more complex tasks across various functions. These agents have the power to act, making them available for a different, agentic, category of use cases than the generative Einstein tools. Here are three key ways we use Agentforce to give Energy and Utilities companies a leg-up in their industry:

1. Use Case: Instant price comparison with competitors

Unsurprisingly, price is one of the most important factors to customers in this market, and often this is cited as the reason for transitioning to a new provider. We have taken the Einstein Billing Insights use case even further, using Agentforce AI to allow customers to compare their current bills, calling on additional resources like the EPC database to validate inputs from the customer, and using all of this information to dynamically outprice their competitors. By setting strict prompts and guardrails, you can ensure that you will achieve the right margins, balancing your business needs with customer incentives.

1. Use Case: Conversational advisory services and intuitive upselling

With the right knowledge articles and prompts, Agentforce can get to know your customer on a scale that would require a massive investment to replicate in hiring a physical sales team. Customer activities, purchase history, previous engagement and behaviours all make up a picture of their preferences and intent. Armed with this information, these AI agents can advise your customers on which products or services would suit them best, upselling certain upgrades based on both their profile and the nuances of each Agentforce interaction 24/7.

1. Use Case: Scheduling maintenance and installation

For our clients in this sector, scheduling and coordinating field service is a substantial admin burden that they aim to reduce. Salesforce has certainly alleviated much of the manual data entry with its various automation capabilities and products such as Field Service Lightning, but businesses can now enlist Agentforce to do ALL of the heavy lifting. AI Agents can schedule, amend and cancel appointments using logic from the Atlas reasoning engine to correctly decipher and interpret customer requests, all while acknowledging external elements such as engineer availability and experience, operating hours and resource fluctuations.

Not only can these use cases reduce costs by automating routine tasks, decreasing reliance on third-party resources and limiting the need to expand your existing team, but they can become a driving force for customer acquisition. Personalised and timely interactions (and actions) foster stronger customer relationships, helping to retain existing customers and win new ones. As the Energy and Utilities vertical continues to navigate complex dynamics in the macro and micro environment, leveraging Salesforce’s AI solutions like Einstein and Agentforce offers a strategic advantage in a saturated market.

Book a call with us today to learn how we can help you enrich your customer experience, cut costs and streamline your operations with Salesforce AI.

‘Turning Agents into Teammates with Agentforce’

First of all: What is Slack?

If you’re not familiar with the technology, Slack is a business comms platform that enables teams to collaborate efficiently, centralising conversations, files, and tools in one place. With its intuitive interface and powerful integrations, Slack has become a cornerstone of modern workplaces, streamlining workflows and enhancing productivity. However, as businesses generate more data and communicate across multiple channels, employees often struggle to find the right information when they need it. This is where AI-powered features in Slack, including Agentforce, come into play.

Why Agentforce in Slack? Turning AI into Your Teammate

Slack is taking a bold approach to AI by integrating Agentforce, an autonomous AI-driven assistant, to help users navigate their work environment more effectively. Rather than replacing human effort, Slack AI aims to act as an enabler, supporting users by synthesising (making information coherent) and summarising existing data, surfacing relevant insights, and reducing the time spent searching for critical information.

A key advantage of integrating AI into workplace communication is the ability to tailor information to different learning styles. Whether you prefer concise bullet points or a more detailed breakdown, AI-powered summarisation adapts to your needs, ensuring you receive the most relevant updates in a way that suits you best.

Moreover, Slack prioritises responsible and sustainable AI. This means ensuring fairness, non-discrimination, and privacy at every stage. Your data never leaves Slack, and large language models (LLMs) are not trained on it, nor do they access the Internet. This commitment guarantees that businesses can harness AI-driven productivity without compromising data security or compliance, and this model (coined the ‘Einstein Trust Layer by Salesforce) is a major reason why Salesforce are leading the charge with AI.

The Challenge: Time is Our Most Precious Resource

The modern workplace is overwhelmed with information. 9.3 hours per week—that’s how long employees spend searching for information across multiple sources (Slack, 2025). With countless apps contributing to daily workflows, critical insights often become scattered across different channels and systems.

Can you trust the data you access? Is it up-to-date or stale? Finding relevant information in Slack shouldn’t feel like looking for a needle in a haystack. With Agentforce in Slack, AI removes the noise, surfaces the most pertinent details, and ensures teams stay informed without wasting time. Notably, early pilot users of Slack AI have already reported saving 97 minutes per week!

Key Uses of Slack AI

Slack’s AI-powered features are designed to eliminate information overload and optimise workflow efficiency. Here’s how:

1. Slack Recap: AI-Powered Catch-Up

Slack AI automatically generates intelligent recaps of conversations and updates. Whether you’re catching up after a holiday or need a quick summary of a busy channel after a day of meetings, Recap ensures you never miss key details. Instead of scrolling through endless messages, AI compiles the most relevant discussions so you can focus on what matters.

2. Capture Key Takeaways from Huddles and Meetings

Meetings are crucial for collaboration, but not everyone can attend every discussion. Slack AI helps capture and summarise the key takeaways from huddles and meetings, making it easier to align teams, document action items, and ensure nothing gets lost in translation.

3. AI-Powered Search: Finding the Right Information, Fast

In a recent webinar, Slack highlighted that 47% of workers struggle to find information in their workplace tools. Slack AI enhances search functionality by understanding context and delivering the most relevant results based on your query. Whether you’re looking for a project update, a specific file, or past conversations, AI helps retrieve the right information instantly.

4. Summarise Channels for Quick Insights

Slack channels often contain valuable discussions, but reading through weeks of messages to find one key piece of information can be overwhelming. With AI-powered channel summarisation, Slack condenses conversations into digestible highlights, providing a quick overview of what’s important without needing to sift through hundreds of messages.

5. AI Workflow Builder: Automate with Natural Language

Slack AI introduces an AI Workflow Builder, allowing users to create automated processes using natural language commands. Instead of manually setting up workflows, users can describe their needs, like they would to a colleague, and AI takes care of the rest – streamlining routine tasks and reducing manual effort.

AI in the Workplace: The Future is Now

AI is already an integral part of our daily lives – Slack (2025) reports that 60% of people interact with AI at least once a day. By 2030, 80% of project management tasks are expected to be AI-driven. This shift isn’t about replacing human workers; rather, it’s about enhancing their capabilities, or ‘augmenting’ them (a hot AI buzzword).

As the Harvard Business Review (2023) states, “AI won’t replace humans. Humans with AI will replace humans without AI.” This perspective underscores the importance of businesses adopting AI-powered tools to remain competitive. Companies that leverage AI, like Slack’s intelligent features, will outperform those that don’t by working smarter, not harder. The good news is that Slack has made it that much easier to incorporate and explore AI securely in your employees’ day-to-day work.

Customisation & Integrations

Yes – like Salesforce, Slack can integrate with all of your other third-party ISV (Independent Software Vendor) applications. Companies can embed their preferred applications directly into Slack, ensuring a tailored experience that aligns with their workflow. In this way, businesses can extend Slack AI’s capabilities to meet their specific requirements.

Conversational AI

Slack AI isn’t just about finding information – it’s about creating a conversational interface where humans and AI agents collaborate. Whether it’s retrieving reports, automating workflows, or summarising discussions, Slack AI acts as a digital assistant that helps teams find what they need and take action immediately.

It’s clear that AI is a powerful force in shaping the modern workplace. By removing the noise and presenting relevant insights, Slack AI empowers teams to focus on meaningful work rather than administrative overhead.

Slack is levelling-up the workplace by making AI an intuitive and integrated part of daily communication. From smarter search to automated workflows, Slack AI helps businesses save time, increase efficiency, and enhance collaboration – all while ensuring data security and compliance.

For organisations looking to support, augment and retain their staff in an increasingly competitive landscape, adopting AI in Slack is a brilliant quick-win. By turning AI into a true teammate, you can pave the way for a more intelligent, productive, and efficient future of work for you and your team.

To learn more, schedule a chat with one of our friendly experts today.

References

• Karim R. Lakhani and Adi Ignatius (2023) AI Won’t Replace Humans — But Humans With AI Will Replace Humans Without AI, Harvard Business Review, Business and Society. Available [online] https://hbr.org/2023/08/ai-wont-replace-humans-but-humans-with-ai-will-replace-humans-without-ai (Accessed 13/02/25)
• Slack City Tour (2025) Salesforce Webinar 16/01/25

Salesforce remains a dominant force in the CRM and enterprise software industry as it enters its new financial year. Known for its innovation and relentless focus on customer success, they are poised to redefine the technological landscape – even beyond the world of CRM. As a Salesforce customer and partner, we understand how quickly the Salesforce offering and ecosystem can change. But this year, the CRM leader is doubling down on Agentforce and going for gold as the reigning AI tech company in 2025. Key priorities for Salesforce this year include furthering its ambitious Agentforce initiative, AI advancements in industry-specific products such as Health Cloud, strategies to maintain market leadership in competition with Microsoft, and its ongoing investment in thought leadership. These priorities underscore Salesforce’s commitment to driving technological progress and creating meaningful impacts across verticals.

Agentforce: Building the Future of Autonomous Assistants

Salesforce’s Agentforce initiative represents a major leap in the development and deployment of autonomous agents. Building on the success of the Agentforce Service Agent and newly released SDR Agent, Salesforce plans to introduce new agents such as the Marketing Agent and the Personal Shopping Agent. These agents are designed to simplify workflows, enhance customer interactions, and provide a deeper level of personalisation than ever before.

A key component of the Agentforce strategy is the concept of “agents working with agents.” This vision entails creating an infrastructure where autonomous agents can seamlessly collaborate with each other to complete complex tasks. For instance, a Marketing Agent might coordinate with a Sales Agent to ensure leads are nurtured effectively, while a Personal Shopping Agent integrates with customer support agents to offer tailored recommendations in real-time.

To promote adoption and foster community engagement, Salesforce plans to host more hands-on events for Trailblazers, similar to the interactive sessions we have seen at Dreamforce and Agentforce World Tour. These events aim to showcase the power of Agentforce by providing live demonstrations, workshops, and use-case scenarios that highlight how these assistants can revolutionise workflows across industries. By empowering the Trailblazer community to experiment with and deploy these tools, Salesforce is ensuring that Agentforce becomes a foundational aspect of modern business operations. If you haven’t already, we encourage you to check out the Trailhead modules, like ‘Get Ready for Agentforce’ where you can get hands-on with this exciting new technology for free!

Health Cloud: Transforming Healthcare with AI

Healthcare is a critical industry where Salesforce is poised to make significant strides. The Salesforce Health Cloud, already a key player in the market, is expected to become even more influential in 2025 due to the integration of advanced AI capabilities. With the growing demand for personalised and efficient healthcare solutions, AI-powered tools can revolutionise how providers interact with patients and manage their operations.

AI’s potential in healthcare includes predictive analytics, personalised care recommendations, and enhanced patient monitoring. For instance, AI can analyse large datasets to identify patterns that predict health outcomes, enabling providers to intervene earlier and improve patient care. Additionally, tools like chatbots and virtual assistants can improve accessibility by helping patients schedule appointments, navigate insurance processes, select appropriate products and receive medical advice in real-time.

Salesforce Health Cloud stands out as a comprehensive platform for managing these capabilities. Its ability to unify patient data, integrate with electronic health records, and deliver actionable insights makes it an indispensable tool for healthcare providers. As Salesforce continues to invest in AI, we can expect the Health Cloud to become a central hub for healthcare innovation, enabling providers to deliver smarter, more personalised care while improving operational efficiency.

Salesforce Voice: Revolutionising Communication

Another key area of focus for Salesforce in 2025 will undoubtedly be Service Cloud Voice. This feature transforms business communication by integrating AI-driven voice technology with Salesforce’s broader ecosystem. Essentially, as we saw in the impressive Dreamforce Saks demo, calls will be automatically triaged, and customers with non-complex, priority or sensitive requests will be able to phone up with a query or issue and be served by an AI agent who can understand, interpret and meet their needs without the input of a human.

This technology will use a scalable, resilient architecture built on standard Salesforce objects, designed to support high-volume, high-availability contact centers. This design ensures a consistent, integrated experience across voice, messaging, and email, allowing IT leaders to seamlessly integrate multiple systems within their contact centers. This incredible new functionality can be additionally combined with features like Einstein Conversation Insights, supporting both sales and service contexts and providing actionable data to optimise performance.

We are not yet sure when this technology will become generally available, but we are excited for the moment that this functionality moves off the roadmap and into the hands of users.

Brand and Strategic Events: Staying Ahead of the Competition

One of Salesforce’s key challenges in 2025 will be maintaining its market leadership amidst fierce competition from Microsoft and other industry players. Microsoft’s Dynamics 365 platform, bolstered by its integration with Azure and AI tools like Copilot, presents the CRM leader with a rival. However, Salesforce has consistently demonstrated its ability to stay ahead by leveraging its unique strengths, including its robust ecosystem, customer-centric focus, and innovative products like Agentforce.

To reinforce its brand and maintain its competitive edge, Salesforce is expected to continue hosting large-scale strategic events such as Agentforce World Tour. These events not only showcase the company’s latest innovations but also serve as powerful platforms for engaging customers, partners, and developers. In 2025, these events will place a significant emphasis on Agentforce, highlighting its capabilities and demonstrating how it outperforms competitors’ solutions.

By combining product innovation with impactful events, Salesforce can reinforce its position as a leader in the CRM space. Moreover, its ability to create a vibrant community around its platform ensures that it remains top-of-mind for businesses seeking cutting-edge solutions.

Thought Leadership: Engaging the Broader Ecosystem

In addition to being an industry leader, Salesforce aims to maintain its position as a thought leader in 2025. This involves not only driving innovation within its own platform but also engaging with executives, experts, and other stakeholders to shape the broader conversation around technology and business trends.

Salesforce’s thought leadership initiatives include publishing insightful research, hosting executive roundtables, and participating in global forums. By facilitating discussions on topics such as global AI ethics, compliance, best practices, digital transformation, and sustainability, Salesforce can influence the direction of the industry and strengthen its reputation as a visionary company.

Furthermore, the company’s vast network of customers and partners provides a valuable platform for collaboration and knowledge sharing. By fostering these relationships and investing in community-driven initiatives, Salesforce can ensure that its thought leadership efforts resonate with a wide audience and drive meaningful change.

Conclusion

Salesforce’s priorities for this financial year reflect its commitment to innovation, customer success, and industry leadership. Through initiatives like Agentforce, the company is redefining the potential of CRM and workforce technology and enabling businesses to achieve new levels of efficiency and personalisation.Meanwhile, strategic events and thought leadership efforts ensure that Salesforce remains at the forefront of the technology landscape, even in the face of stiff competition.

As Salesforce continues to execute on these priorities, it is poised to deliver significant value to its customers and drive progress across multiple industries. By staying true to its core values of trust, customer success, and innovation, Salesforce is well-positioned to grow its stake in the future of technology.

References

Harvard Business Review (2023). The Role of AI in Healthcare Innovation. [Online] available at: https://hbr.org (accessed 20/01/25).

Salesforce (2023). Agentforce: A New Era of Autonomous Agents. [Online] available at: https://salesforce.com (accessed 20/01/25).

Salesforce (2024). Driving Healthcare Transformation with Health Cloud. Retrieved from https://salesforce.com. (accessed 20/01/25).

Salesforce (2024). Salesforce Voice: Enhancing CRM Through AI-Driven Communication. Retrieved from https://salesforce.com. (accessed 20/01/25).

TechCrunch (2024). Salesforce vs Microsoft: The Battle for CRM Supremacy. Retrieved from https://techcrunch.com. (accessed 20/01/25).

Trailblazer Community (2023). Engaging with Salesforce Events and Initiatives. Retrieved from https://trailblazer.salesforce.com. (accessed 20/01/25).

The travel and hospitality industries are constantly evolving, driven by customer expectations for seamless experiences and personalised service. Salesforce AI, through tools like Agentforce and Einstein, is helping businesses in these industries revolutionise their operations. By leveraging AI-powered capabilities, businesses can deliver better customer experiences, streamline operations, and stay ahead of market trends. Below, we explore key use cases for Salesforce AI in travel and hospitality.

1. Making and Amending Bookings for Travel and Hotels

One of the most common pain points in travel is managing bookings. Salesforce AI simplifies this process with AI-powered agents that easily handle customer bookings and modifications.

• Travel Bookings: Whether it’s a last-minute flight change or an upgrade request, autonomous agents can process these changes in real-time, reducing the burden on human agents and enhancing customer satisfaction.
• Hotel Reservations: AI streamlines room bookings, modifications, and cancellations, ensuring faster response times and fewer errors.
• Personalised Offers: Einstein can suggest upgrades, loyalty rewards, or discounted packages based on customer profiles and preferences, maximising upsell opportunities.

By automating these processes, businesses can save time, reduce costs, and deliver a smooth booking experience to their customers.

2. Easily Accessing Information About Flights, Tickets, Offers, Hotels, and Policies

Customers expect instant access to accurate and comprehensive information when planning their trips. Salesforce’s suite of AI functionality ensures they get the answers they need in seconds.

• Flight Information: Customer-facing Agentforce agents can provide real-time updates on flight schedules, gate changes, and delays, ensuring travellers stay informed.
• Policy Details: Whether it’s baggage rules, refund policies, or visa requirements, Salesforce can provide clear answers to customer queries, reducing the need for manual searches.
• Hotel Options: Einstein and Agentforce can suggest hotels based on location, budget, and preferences, making trip planning faster and more efficient.

This level of instant support builds customer trust and loyalty while empowering businesses to handle high volumes of inquiries without additional manpower.

3. Flagging Special Requests and Requirements

Personalisation is a key driver of customer satisfaction in the travel and hospitality sectors. Salesforce AI enables businesses to capture and act on special requests efficiently.

• Dietary Preferences and Allergens: AI agents can record and flag dietary restrictions, ensuring seamless meal preparations for flights or hotel stays.
• Accessibility Needs: From wheelchair assistance to room preferences for guests with mobility challenges, Salesforce ensures these needs are flagged and addressed by calling on its powers of artificial intelligence.
• Celebrations and Events: Einstein can identify when a customer is celebrating a special occasion, such as a honeymoon or birthday, and suggest tailored packages or gestures to enhance their experience.

By proactively managing these details, businesses can elevate their service levels and create memorable experiences for their customers.

4. Avoiding Disruptions with Alerts for Weather, Political Events, and Other Factors

Disruptions in travel can lead to dissatisfied customers and lost revenue. By leveraging AI, Salesforce helps businesses stay ahead of potential issues with real-time alerts and proactive solutions.

• Weather Alerts: AI has the power to analyse weather data to predict potential disruptions and notify travellers of changes to their itineraries, offering alternative solutions.
• Political or Social Events: AI tools can similarly be trained to monitor news and alerts to identify potential risks in travel destinations, allowing businesses to keep customers informed and reroute them if necessary.
• Traffic Predictions: For local travel, AI can anticipate traffic congestion and suggest optimal travel times or routes, ensuring a smoother experience for customers.

By developing or integrating technologies that support these specific use cases, businesses can be proactive with their communication, not only preventing frustration but also reinforcing the business’s commitment to customer care and safety.

5. Forecasting Demand Based on Market Trends

Understanding and predicting customer demand is critical for optimising resources and maximising revenue. Salesforce excels in providing actionable insights based on data.

• Seasonal Trends: Einstein can analyse historical booking data to forecast peak travel periods, helping businesses adjust pricing and allocate resources effectively.
• Market Changes: From emerging travel destinations to shifting customer preferences, businesses can leverage the latest AI innovations to identify trends and opportunities for growth.
• Inventory Management: For hotels and airlines, Einstein can predict demand for rooms, bookings or seats, enabling better inventory planning, stock management and pricing strategies.

By leveraging these insights, businesses can stay competitive, reduce waste, and increase profitability.

A common thread in all these use cases is the ability of Salesforce AI to provide seamless, omnichannel support. Whether a customer reaches out via email, chat, social media, or phone, AI ensures consistent, high-quality service across all touchpoints. Salesforce AI tools, such as Agentforce, are designed with scalability, security, and flexibility in mind. With robust data integration capabilities and customisable solutions, businesses can tailor AI to meet their unique needs as well as deploying the standard use cases to delight their customers.

The travel and hospitality industries are undergoing a digital transformation, and AI is at the forefront of this evolution. By automating bookings, personalising customer experiences, anticipating disruptions, and predicting demand, AI empowers businesses to operate more efficiently and delight their customers. Whether you’re a travel agency, hotel chain, or airline, embracing Salesforce AI isn’t just about keeping up with competitors – it’s about setting new standards for service excellence and operational efficiency. The future of travel and hospitality is smarter, faster, and more personalised – and Salesforce is making it happen.

To learn more about how we can unlock the benefits of AI for your business, contact us today or book your complimentary Agentforce readiness consultation.

Take a look at our resources or learn more about Agentforce here.

By now you may have heard of Agentforce, maybe you even had the chance to chat with us at our stand at the Agentforce World Tour event in London in October. For those of you who are still unsure, here’s a quick recap on the groundbreaking product from Salesforce:

AgentForce is a suite of AI-powered agents that can do lengthy research and prospecting tasks for your sales team, interact with your customers to resolve their issues immediately and autonomously as well as build your new marketing campaigns based on performance data. So, Agentforce can handle business tasks in a way that far surpasses any chatbots or AI assistants currently on the market. Agents can reason, act, and automate workflows across a business’s operations with sales, customer services and marketing only being a few of the prime examples.

At Performa IT, we’re excited to say that we were one of Salesforce’s chosen partners to start implementing this solution as a for our customers. This pilot solution was the first customer service agent to go live in EMEA, so we’ve been witnessing the transformational powers of this tool firsthand. We’ve been amazed by how well this works and we’d like to share some insights from our time with the product so far.

We’ve found that the most impressive thing about these Agents is just how well they work: Agents can take action autonomously and without prompting. They can trigger actions such as sending follow-up emails, creating a task for you in your CRM, scheduling a meeting and more… all without any input from you. For example, for a customer services representative, Agents can engage with a customer, note down their issues and either resolve the issue there and then, or, escalate the issue by searching your calendar, creating a meeting between you and the customer and adding the notes to get you immediately up to speed with the issue at hand. Impressive. Very impressive.

This must all be pretty difficult and complex to code, right?

Wrong. Salesforce has created a selection of out-of-the-box Agents that are designed to be deployed across numerous industries. From a sales coach customer experience agent, these are easy to implement and can be up and running from day one. With the Agent Builder, we can help your business create custom Agents with low-code tools such as Flows, Apex and MuleSoft APIs. Configuring Agents to perform business-specific tasks is necessary to get the most out of your AgentForce package and we’d suggest consulting with one of our experts in order to start on the right foot.

Coupling AgentForce with MuleSoft and Data Cloud has been the best way forward for our customers: enabling agents to access real-time data from across your business ensures that Agents can make up-to-date decisions.

Worried about the security of your data?

Using Salesforce’s Einstein Trust Layer, Agents act ethically and securely; sensitive data is never retained and, therefore, never exposed to third-party services. Agentforce was designed with data privacy as a top priority. Your Agents and the data they access are kept securely within your organisation at all times. Interested to learn more about the security features of Agentforce? Check out our latest article here.

So, Agentforce makes it easy for anyone to build an Agent. Why then, do you need help from a partner?

Salesforce’s Agentforce is renowned for its user-friendly design, enabling businesses to implement AI-powered agents with minimal friction. However, to truly unlock its potential, partnering with a Salesforce expert is essential. Here are four reasons why:

1. Building a Solid Data Foundation

Agentforce depends on reliable, high-quality data to deliver accurate and meaningful outputs. Without a robust data structure, even the most advanced AI becomes ineffective. A Salesforce partner can help you clean, organise, and structure your data, ensuring Agentforce has a trusted source to draw from. This foundational work is critical for achieving reliable results and optimising performance.

2. Customising Agentforce to Fit Your Business

While Salesforce provides excellent out-of-the-box solutions, every business has unique processes and goals. A partner can tailor Agentforce to align precisely with your requirements, helping you go beyond the default setup. By customising workflows, agent actions, and integrations, a partner ensures your investment in Agentforce delivers maximum value.

3. Perfecting Prompts for Accurate Outputs

Agents rely on well-constructed prompts to produce desired results. A Salesforce partner can guide you in crafting these prompts, ensuring they align with your specific objectives while avoiding unintended outputs. This expertise simplifies the process of achieving exactly what you need from your AI agent.

4. Strategic Guidance and Foresight

Salesforce partners bring experience gained from working with multiple businesses across industries. This enables them to provide strategic insights and best practices for your AI roadmap. A partner’s expertise ensures you not only meet immediate needs but also plan effectively for future growth and innovation.

AgentForce is a huge leap forward for the AI use case in businesses. This really is the future of work coming together now and if you’re not ahead – you might as well be behind. By collaborating with a Salesforce partner, you can transform Agentforce from a powerful tool into a tailored solution that drives measurable results for your business. Book a complimentary consultation with us today to begin your AgentForce journey!

The transport and logistics industries are at the forefront of adopting innovative technologies to meet the ever-growing demands of a global economy. Among these technologies, artificial intelligence (AI) is a game changer, streamlining processes, improving decision-making, and driving customer satisfaction. From optimising deliveries to generating actionable insights, Salesforce’s Einstein AI is transforming how businesses operate. Below, we explore key use cases for AI and Agentforce (Salesforce’s autonomous AI Agent) in the transport and logistics sector, highlighting its potential to boost productivity and cut costs.

1. Scheduling and Amending Shipments and Deliveries

Agentforce is revolutionising scheduling by providing trusted, autonomous assistants who can flexibly make changes for the customer without the need for human interference. Within strict guardrails determined by the user, Agentforce provides real-time updates and precision in planning and amending shipments and deliveries – eliminating arduous and time-consuming data entry. For B2C clients, Salesforce’s AI systems can analyse customer preferences and traffic patterns to propose optimal delivery windows. For B2B clients, AI ensures supply chain coordination by adapting schedules to changing business needs, such as production delays or fluctuations in demand.

Additionally, Salesforce can handle dynamic rerouting when unforeseen disruptions – like weather events or traffic jams – occur. This minimiaes delays and ensures a seamless customer experience. By automating these adjustments, transport and logistics companies save time and reduce manual errors, ultimately enhancing reliability.

2. Generating Sales Pitches

More than ever, Sales teams face the challenge of crafting compelling pitches that resonate with potential clients. AI steps in by analysing the large volumes of data in your CRM – such as customer behaviour, market trends, and competitors’ services – to create personalised sales pitches.

For example, AI tools can recommend value propositions tailored to a prospect’s business model or suggest cost-saving measures that align with their logistics needs. These AI-generated pitches are not only more swift and efficient but also data-driven, giving sales teams a competitive edge in securing contracts.

3. Qualifying and Passing Leads to Sales Representatives

In the fast-paced and ever-growing logistics industry, identifying high-quality leads is crucial for sales efficiency. Agentforce excels at qualifying leads by analysing customer data, interaction history, and engagement patterns and providing a user-friendly interface in the lead-to-opportunity stage. Based on predictive analytics and historical trends, Einstein AI can also identify which prospects are most likely to convert.

Once a lead is qualified, the Agent ensures a smooth handoff to sales reps by providing context-rich summaries, such as the client’s pain points, preferred logistics solutions, and budget considerations. This streamlines the sales process and allows reps to focus on closing deals instead of sifting through raw data.

Although the technology has the capacity to interact (and take action), just like a human, the Agents are always candid in their use of AI. This provides prospects with speedy, top-tier service and personalisation, all without sacrificing trust and transparency.

4. Creating Forecast Summaries

Forecasting is critical for managing resources effectively and anticipating market shifts. Einstein AI enables the creation of forecast summaries by analysing historical data, market conditions, and upcoming trends. These summaries provide actionable insights, such as anticipated shipment volumes, seasonal fluctuations, or regional demand patterns.

By leveraging AI for forecasting, companies can better allocate resources, plan warehouse capacities, and manage fleet availability. By combining the power of Einstein with an Agentforce Agent, transport & logistics companies can enhance and automate all of these processes via these helpful and flexible assistants. This use of AI reduces waste, prevents overstocking or underutilisation, and ensures that businesses are prepared to meet customer demands efficiently.

5. Predictive Maintenance

Fleet reliability is essential in logistics, and predictive maintenance powered by Salesforce’s AI suite ensures that vehicles and equipment stay operational. Systems have the ability to integrate with technologies which monitor real-time data from sensors embedded in trucks, planes, ships, or warehouse machinery to detect signs of wear and tear. Einstein can then collate this information in reports and dashboards to ensure that all asset data is accurate and complete.

For example, AI can be used to predict when a truck’s brakes are likely to fail based on usage patterns and alert the maintenance team to take proactive action. This reduces downtime, extends the lifespan of assets, and reduces repair costs. Predictive maintenance not only boosts efficiency but also enhances safety for drivers and operators.

6. Driver Insights and Performance Optimisation

AI can play a pivotal role in improving driver performance and safety. By analysing data from GPS systems, telematics, and onboard sensors, AI can provide actionable insights into driver behavior. For instance, it can identify patterns such as excessive speeding, harsh braking, or inefficient fuel usage.

Companies can integrate their data and use these insights to provide targeted training to drivers, promoting safer and more fuel-efficient practices. Additionally, AI tools can be used to optimise driver routes, ensuring that deliveries are completed faster while minimising fuel consumption. In this way, drivers can have access to the information they need for safe and successful distribution, all on the Salesforce platform.

By focusing on driver performance, businesses can improve service quality and reduce operational costs.

The Future of AI in Transport and Logistics

As Salesforce’s AI technologies continue to evolve, their applications in transport and logistics will only grow. The integration of AI into everyday operations allows businesses to not only meet current demands and support customers but also adapt to future challenges with agility and precision. By leveraging AI for tasks like scheduling, lead qualification, and predictive maintenance, companies can achieve significant cost savings and operational efficiency while delivering exceptional service to their clients.

In a highly competitive industry, adopting AI isn’t just an option—it’s becoming a necessity for businesses aiming to stay ahead. Whether you’re managing a fleet, optimising routes, or closing deals, AI offers the tools to transform the way you work, paving the way for a smarter, more connected logistics ecosystem.

From shipment scheduling to predictive maintenance, the potential of AI in the sector is boundless. Companies that embrace these innovations today will be well-positioned to lead the industry into an intelligent and efficient future.

To learn more about how we can unlock the benefits of AI for your business, contact us today or book your complimentary Agentforce readiness consultation.

Take a look at our resources or learn more about Agentforce here.

How Salesforce is alleviating the fears of consumers in the rise of AI

As a marketer, I have been grappling with the implications of AI for some time now. Of course, there’s the scaremongering of imminent job loss for anyone in the creative space (which I believe is unnecessary – but that’s another article!), but when it comes to systems absorbing and exploiting any inputs, there will always be a concern for security.

It’s a bit of a catch-22, because if the MLMs don’t receive real inputs, from real humans, they are unable to generate valuable outputs. AI learns from humans and the more we talk to it and share our experiences, the better it gets. The issue with this is that any information disclosed to these ‘virtual assistants’ becomes publicly available.

With that being said, Salesforce has overcome the obstacles to create a flexible, autonomous Agent that doesn’t put your organisation’s data (or, your customers’) at risk. Agentforce is built on a whole new model, integrating data protection and compliance at every step. We examine some aspects of the aptly named ‘Einstein Trust Layer’ in more detail below.

Source: https://www.salesforce.com/uk/artificial-intelligence/trusted-ai/

The Einstein Trust Layer: A Foundation for Secure AI

Think of the Einstein Trust Layer as the foundation of Salesforce’s AI system. It’s here to help businesses like yours use generative AI with total confidence. Built into Salesforce from the ground up, it’s designed to keep your customer and organisational data safe while helping you unlock all the amazing potential AI has to offer.

Here’s what makes the Einstein Trust Layer so reliable:

• Data Grounding: AI responses are based on your company’s trusted data, making them accurate and relevant.
• Zero-Data Retention: Your data isn’t stored or used by third-party AI providers – ever.
• Toxicity Detection: It flags harmful or inappropriate responses to keep interactions professional and trustworthy.
• AI Monitoring: Everything the AI does is logged, so you can see exactly how it’s performing.

On top of that, sensitive information, including PII (Personally Identifiable Information), is protected in transit and never used to train external AI systems. This means you get cutting-edge AI without any risks to your data security or compliance.

AI Guardrails: Keeping AI Responsible and Secure

Agentforce comes with built-in guardrails to ensure AI behaves ethically and stays secure. These guardrails help prevent AI from making up information (a.k.a. hallucinations) and block malicious attacks like prompt injections.

You can also tweak how the AI works by using agent topic instructions. These let you set boundaries, provide context, and define behaviour. This flexibility means you can tailor the AI to meet your team’s specific needs.

For example:

• Service Agents: Can escalate tricky cases to a human service rep when needed.
• Sales Agents: Follow engagement rules for contacting leads, including when and how emails can be sent.

These controls mean you’re always in charge of how AI supports your business.

Permissions and Access: Built with Salesforce Standards

Agentforce is designed to work within the same permission structure you already trust in Salesforce. That means AI agents follow all your licenses, sharing settings, and field-level security.

Here’s what that looks like:

• Licenses and Permissions: AI agents respect the same access controls as your human users.
• Standard and Custom Actions: Whether using pre-built or custom actions, the AI sticks to the rules set in Salesforce, including those in flows or Apex classes.

In short, Agentforce doesn’t just drag and drop AI into your business – it does so securely and responsibly, integrating the technology seamlessly to always keep your existing access controls intact.

With the Einstein Trust Layer, guardrails, and robust permissions, Salesforce ensures that AI isn’t just powerful—it’s also trustworthy, secure, and built to help your business succeed. Although using Agentforce certainly sets you up to use best practices when it comes to AI, here are some of our top tips for using AI with integrity:

1. Don’t hide your use of AI.

This is the big one. There’s nothing worse than realising, mid-conversation, that you are talking to a limited bot who can’t get you the result you need. If you are using AI in your business, always prioritise honesty for your customers. Ensure that any automated emails, chatbots and virtual assistants are signposted as AI, and always provide the option to speak to a human, even if you can’t justify investing in live-chat capability. Customers would certainly rather wait for an email than chase their tale speaking to a bot that cannot solve their questions.

2. Prioritise Security

To ensure AI systems are secure, businesses must adopt best practices tailored to the unique risks of AI. Start by addressing hallucinations—deploy guardrails that ground AI outputs in trusted, accurate data to reduce the risk of misinformation. Protect against malicious prompts by using robust security protocols, such as input validation and prompt injection defenses. Establish clear user permissions, ensuring AI access aligns with your organisation’s security policies. Regularly monitor AI interactions, logging events for transparency and auditing. Ask critical questions like: Is my data secure in transit? Are my models compliant with regulations? Taking a proactive approach by prioritising security in your AI strategy safeguards systems and builds trust.

3. Keep humans at the centre

AI should never be left to its own devices when it comes to the customer. Now more than ever, customers are craving down-to-earth, candid interactions because we are exposed to so much ‘virtual reality’. As much as the media likes to perpetuate the image of artificial intelligence taking over, humans are complicated! You cannot simply replace the critical thinking, empathy and understanding with technology, and we wouldn’t want to. And that is exactly why Salesforce approaches AI as a way to enhance the user and customer experience, removing the time consuming tasks that hold people back from reaching their potential. Their mantra here is, ‘Humans and Agents Together’, and that is exactly how we should see it. AI isn’t something to be left to it’s own devices, but rather a new colleague who must be guided, monitored and developed.

In summary, Agentforce intentionally encapsulates these three indicators of trust. With strict guardrails and a user-friendly interface, this exciting new technology was designed to provide assistance swiftly and cost-effectively – always keeping humans and trust at the core of it’s design.

To learn how your business can level up with Salesforce AI, book your complimentary readiness consultation today!
Read more on Agentforce and how we address Common AI Concerns.

Artificial Intelligence (AI) is rapidly transforming industries and the way we work. Some will have already noticed substantial differences in their industry, whereas others will have had little to do with AI thus far. The notion of such a drastic change can be intimidating, especially when headlines frequently shout about machine learning replacing existing job roles. The truth is, while we are on the precipice of a monumental evolution in the way we work (and eventually live), we can all be using AI to our advantage.

At recent business and thought leadership conference, BizX 2024, leading businessman and investor Piers Linney described the AI shift as a ‘ship leaving the harbour’. This analogy denotes that it is possible to get ahead using these evolving technologies by making the ‘leap onto the boat’. Those who fail to leverage and understand AI in the early adoption phases may be left ‘waiting at the harbour’ for the next boat to arrive. Linney expertly suggests that individuals should start thinking about how they can scale the value pyramid in their industries. Perhaps marketers can upskill in strategy and technology in order to oversee content creation and scheduling that can now be performed by AI tools. A translator may perhaps leverage AI to do the heavy lifting but perform sentiment checks and optimise the translation to meet compliance, legal and regulatory best practices.

As AI capabilities grow more advanced and accessible, proactively learning to utilise AI will prove crucial for career success and remain indispensable in the emerging AI-driven workforce. Those who upskill and find ways to team with AI will have a significant competitive edge over those who don’t. Here are some ways that you can harness the power of AI to get ahead in your career:

Automate Time-Consuming Tasks

Many AI tools can automate repetitive, tedious tasks that eat up your valuable time and mental energy at work. For example, AI writing assistants can help draft emails, reports, marketing copy and other content faster. Virtual assistants can schedule meetings, handle data entry and take care of administrative work. By offloading mundane tasks to AI, you can focus on higher-level tasks.

Upskill and Fill Knowledge Gaps
AI is exceptional at rapidly processing and analysing vast amounts of data to derive insights. You can tap into that capability to continuously learn and expand your knowledge base. AI research tools can help you quickly find relevant information on any topic from credible sources to deepen your expertise. AI tutoring systems can also provide personalised instruction to help you master new hard and soft skills.

Enhance Decision-Making

Leverage AI’s analytical prowess to make smarter, data-driven decisions that drive better business outcomes. AI can analyse complex data sets, run forecasting models, map out scenarios and uncover patterns and recommendations that would be difficult for a human to see. AI insights can help you make more informed choices, identify emerging trends and opportunities, solve problems more effectively and optimise processes.

Generate Innovative Ideas

Although AI is in the early stages of ‘creative’ style ‘thinking’, AI tools can augment and catalyse human creativity and innovation in powerful ways. Use tools such as Claude and Chat GPT for brainstorming, exploring “what-if” scenarios, combining disparate ideas and concepts in novel ways, and rapidly visualising and simulating ideas. If used in the right way with the right prompts, these tools can provide fresh perspectives and suggestions that spark new creative directions.

Strengthen Networking and Branding

AI and machine learning can scour vast datasets to uncover new professional connections, job leads, and career opportunities tailored to your experience and goals. AI writing tools can help you craft more compelling resumes, bios, profiles and other personal branding content. AI-powered networking apps such as can match you with relevant industry events, conferences and meetups. Some AI tools can even coach you on enhancing interpersonal skills, public speaking and presence!

Ultimately, we are the ones who decide whether AI will help or hinder us. Although timelines are debated, we know that certainly these new technologies will transform the landscape of business. AI can only be as good as we make it, so take time to learn best practices (even such as saying ‘please’ and ‘thank you’!). If the input is of high standard, naturally, so will be the output, so take the leap onto the ship today and help make the future of business as bright as it can be!

Want to know how AI and automation could help your business get ahead? Call us today on 0117 230 2390 or email hello@performa-it.co.uk.

As we stand on the cusp of 2025, the question lingers: is this the year to embrace artificial intelligence (AI) fully? While AI has been a transformative force in the past decade, its exponential advancements in recent years have pushed the technology to the forefront of nearly every industry. From healthcare to energy, education to logistics, AI is no longer a futuristic concept; it is a present-day reality. But is 2025 the tipping point for saying an unequivocal “yes” to AI?

The Momentum Leading to 2025

AI has steadily evolved from being a tool for tech enthusiasts to a mainstream necessity. In 2024 alone, AI-driven technologies revolutionised the way we work and live. Generative AI tools like ChatGPT, DALL·E, and their successors enabled people to create content, code, and designs with unparalleled efficiency. These developments have set the stage for 2025 to be a watershed year.

According to industry experts, AI adoption rates are expected to rise, driven by increased accessibility, improved algorithms, and mounting pressure on organisations to stay competitive. Gartner (2024) predicts that generative AI will account for over one-third of AI software spending by 2027, and concluded that 71% of businesses are extremely likely to invest in AI-powered software. The combination of these factors creates a perfect storm, urging individuals and businesses alike to embrace AI – or risk falling behind.

Why 2025 Is Different

The question, “Why now?” is valid. After all, AI has been growing steadily for years. What makes 2025 so unique?

1. AI for Everyone In previous years, AI was primarily accessible to tech companies and researchers with deep pockets. But 2025 marks the democratisation of AI. Tools are becoming more affordable, user-friendly, and customisable. Salesforce’s latest release of a new autonomous assistant, ‘Agentforce’, forms an excellent example of this. It’s been a long time since a technology has emerged that can level the playing field between small, medium and large businesses – and access to an elite sales and service tool that can provide top-tier experiences 24/7 will surely cause a change in the competitive landscape.
2. Regulatory Frameworks One major barrier to AI adoption has been uncertainty around regulations. In 2025, governments and international bodies intend to roll out clearer guidelines to ensure ethical AI use. From data privacy laws to frameworks preventing algorithmic bias, these regulations offer both protection and confidence to new adopters.
3. AI-Powered Sustainability With climate change being a critical global concern, AI’s potential to drive sustainability has never been more important. In 2025, AI is being deployed to optimise energy grids, reduce waste in manufacturing, and even monitor ecosystems for signs of environmental degradation. Companies and governments are turning to AI to meet their sustainability goals.

The Opportunities of Saying “Yes” to AI

Embracing AI in 2025 means tapping into a wealth of opportunities. Here are a few key areas where AI is set to make the biggest impact:

1. Workplace Transformation AI is revolutionising the workplace, automating repetitive tasks and enabling employees to focus on higher-level, creative work. Tools like AI project managers, virtual assistants, and predictive analytics platforms are boosting productivity and helping organisations make data-driven decisions.
2. Enhanced Creativity and Personalisation For individuals, AI opens new doors for creativity. Musicians use AI to compose melodies, writers collaborate with AI for storytelling, and artists leverage it to explore uncharted aesthetic territories. Additionally, businesses are using AI to deliver hyper-personalised customer experiences, from marketing campaigns to product recommendations.
3. Healthcare Breakthroughs In 2025, AI will not only start reliably diagnosing diseases universally but also aid in the discovery of new medicines (Chitnis, 2024). Algorithms can analyse massive datasets to identify potential treatments in a fraction of the time traditional methods require. AI-powered wearables monitor health in real-time, enabling early intervention and improved patient outcomes.
4. Education Reimagined Education is becoming more inclusive and effective thanks to AI. Personalised learning platforms adapt to each student’s pace and style, breaking down barriers for those with disabilities or different learning needs. AI assistants can supercharge student support to ensure that each student gets the attention and resources they need. Teachers are empowered with AI tools to analyse performance and tailor their lessons accordingly.

The Risks of Hesitation

While the opportunities are compelling, there are risks in hesitating to adopt AI. Businesses that fail to integrate AI risk losing competitive advantages. Workers who avoid engaging with AI tools might find their skills outdated. Even on a societal level, resisting AI could mean slower progress in tackling critical issues like healthcare and climate change.

Of course, saying “yes” to AI doesn’t mean diving in recklessly. It’s essential to adopt AI thoughtfully and ethically. This involves ensuring transparency in how AI systems operate, addressing potential biases, and preparing for workforce transitions through reskilling initiatives.

How to Start Saying “Yes” to AI

For those ready to embrace AI in 2025, here are some practical steps:

1. Educate Yourself and Your Team Understanding AI’s capabilities and limitations is crucial. Take online courses, attend webinars, or join AI-focused communities to stay informed. As an implementation partner, our number one priority is to ensure that the teams we work with are fully on board with new technology and understand how it will improve and augment their jobs.
2. Start Small Work with your stakeholders to isolate 1-3 simple use cases that can be developed and scaled. Think of the challenges you are facing; Unsatisfactory service scores? Wasteful admin burdens? Multiple manual processes? Rising support costs? Delving into your pain points is a great starting point for building your AI roadmap.
3. Partner with Experts Collaborating with an AI consultant like Performa IT can help navigate the adoption process and avoid common pitfalls. We’ve done the learning so you can hit the ground running.
4. Prioritise Ethics and Accountability Ensure your use of AI aligns with ethical guidelines and prioritise transparency to build trust among stakeholders. Read our article ‘Using AI without Sacrificing Trust’ to learn more.

The Verdict: Is 2025 the Year?

As AI becomes more accessible, affordable, and impactful, 2025 feels like the perfect time to say “yes.” Whether you’re an individual looking to boost creativity, a business aiming to stay competitive, or a non-profit striving for progress, embracing AI offers transformative potential.

Of course, the decision to adopt AI comes with responsibilities. But with thoughtful implementation and a willingness to adapt, 2025 could be the year that saying “yes” to AI becomes the smartest decision you make. So, what’s your answer?

Say ‘yes’ to AI by scheduling a complimentary AI readiness workshop, where our expert team will help you define your use cases and create your implementation roadmap. You can book your initial Salesforce AI consultation here.

References:

• Chitnis, S. (2024) AI will boost drug development in 2025. The Economist. Available [online] https://www.economist.com/the-world-ahead/2024/11/20/ai-will-boost-drug-development-in-2025. [Accessed 02/01/2024].
• Gartner (2024) Forecast Analysis: Artificial Intelligence Software, 2023-2027, Worldwide.
• Gartner (2024) Predicts 2024: The Transformative Impact of Generative AI on Legal Technologies.
• Jain. A (2024) 4 AI Software Trends Shifting Buying Behavior, Gartner Digital Markets. Available [online] https://www.gartner.com/en/digital-markets/insights/ai-software-trends#sources. [Accessed 02/01/2025].

Digital transformation is accelerating, and businesses are under pressure to improve operational efficiency and customer experience. Our clients have asked how Salesforce’s autonomous assistant, Agentforce, can support their organisations and have requested advice on creating a business case to justify the investment. Our aim is to explain how Agentforce AI can provide tangible value, addressing the primary expectations and concerns surrounding its adoption.

Expectations for Measurable ROI (Return on Investment) and Business Value

Client Concern

“Before committing, we need a clear understanding of how Agentforce will provide measurable ROI. We are sceptical about AI-driven solutions, especially as prior attempts with automation tools failed to meet our expectations.”

How Agentforce AI Delivers

Agentforce enhances efficiency in delivering support by reducing response times, predicting customer needs, and suggesting tailored solutions based on real-time data. This kind of AI-driven, proactive service translates to faster case resolution, lower operational costs, and increased customer satisfaction. For example, Agentforce’s case categorisation feature automatically classifies cases, reducing the amount of time the user spends on routine tasks, an efficiency that can lead to significant time savings.

How We Can Help

We partner with clients to develop a business case based on industry-specific metrics. By helping to identify measurable KPIs, such as case resolution time reduction, agent productivity, and increased customer satisfaction, we can set clear targets that align with business goals. Additionally, we support by setting up reporting to regularly track these metrics post-implementation.

Seamless Integration with Existing CRM Processes

Client Concern

“One major concern is whether Agentforce will integrate smoothly into our existing Salesforce environment without disrupting operations.”

How Agentforce Delivers

Agentforce is designed to seamlessly integrate with Salesforce’s suite of products, making it a natural fit for clients already invested in the technology. It enhances existing CRM workflows by adding predictive and generative capabilities that optimise user interactions without requiring extensive configuration changes.

How We Can Help

Our team works to ensure that the AI features align with existing workflows, reducing the need for extensive re-training. We focus on a phased approach, enabling the gradual adoption of AI features so that teams can adapt to the transformation comfortably. Additionally, we provide custom configurations to align Agentforce AI with specific client requirements, ensuring a smooth transition and maximising value from day one.

Expectations for Enhanced Customer Satisfaction

Client Concern

“We expect that adopting Agentforce will improve customer satisfaction scores by delivering faster, more personalised support. However, we are unsure how AI can help achieve this without compromising on the quality of interactions.“

How Agentforce AI Delivers

Agentforce uses machine learning algorithms to predict customer needs based on historical data, empowering agents to proactively complete actions within the set parameters and provide highly relevant responses. If, however, a customer has a complex issue, Agentforce can escalate it to the support agent, allowing them to offer a permanent solution. This level of personalisation leads to a higher customer satisfaction score (CSAT) and net promoter score (NPS), always keeping humans at the centre of the technology.

How We Can Help

Our implementation team at Performa IT works closely with clients to set up customer feedback loops. We support training for users to leverage Agentforce to its fullest potential, helping to ensure that any AI recommendations align with real-world customer expectations. Through post-implementation reviews, we track improvements in CSAT and NPS, tying these metrics back to Agentforce usage.

Concerns About Data Privacy and Security

Client Concern

“We need to understand how handling sensitive customer data is managed around data privacy and security, especially with AI-driven solutions that analyse large amounts of personal information.”

How Agentforce AI Delivers

Salesforce has a strong track record of compliance with data security standards such as GDPR, CCPA, and HIPAA, and Agentforce adheres to these stringent security protocols, ensuring that customer data remains protected. With Agentforce’s highly secure data model and trust layer, no information is shared beyond your organisation. The AI’s data usage is limited to operational insights rather than intrusive data extraction.

How We Can Help

We work with clients to clarify data privacy features and provide necessary compliance for their internal audits. Our team also customises data retention and access settings within Agentforce AI, ensuring that the solution aligns with the client’s internal data governance policies and external auditing requirements.

Expectations for User-Friendly AI with Minimal Learning Curve

Client Concern

“We worry about the complexity of AI tools and how they might burden our customer service agents with an additional layer of technology to learn.”

How Agentforce AI Delivers

Agentforce is designed with a user-friendly interface that integrates directly into the existing Salesforce dashboard. It offers real-time suggestions, predictive prompts, and case recommendations that are easy for users to understand and act upon while enhancing workflows rather than complicating them. Additionally, Agentforce operates off of natural language, meaning that employees can communicate with their AI assistants as if they were instructing another colleague.

How We Can Help

We provide hands-on training and a knowledge transfer program to ensure users feel confident using Agentforce AI. Our team offers a phased deployment approach, allowing users to become comfortable with simpler features before adding more advanced functionalities. This ensures a smooth adoption process with minimal disruption to day-to-day operations.

Concerns Over Customisation and Scalability

Client Concern

“We operate in an industry with unique demands, so we need assurance that Agentforce can be customised and scaled to meet our specific needs.”

How Agentforce AI Delivers

Agentforce AI is highly configurable and can be tailored to various industry requirements, whether in retail, healthcare, or financial services. Its machine learning models can be adapted to prioritise the needs and trends of different business sectors, allowing it to grow alongside the business.

How We Can Help

At Performa IT, we offer consulting and implementation support to customise Agentforce AI for specific business use cases. Additionally, we provide guidance on best practices for scaling the solution as the client’s needs evolve, ensuring that Agentforce remains a strategic asset as their business grows.

As one of the first partners to roll out an Agentforce AI pilot in the United Kingdom and Ireland, we are already seeing a significant opportunity for companies looking to transform their operations and improve ROI. As a Salesforce consultancy with over 13 years of experience, Performa IT are here to support our clients at every stage of the Agentforce journey from defining the business case and customising the solution, to training teams and measuring results. By addressing key concerns and aligning the technology with business objectives, we help ensure that Agentforce delivers real, measurable, and sustainable value.

Check out performa-staging.co.uk/agentforce/ for more information, or to get started with an Agentforce Readiness Consultation.

Article by: Paul O’Dowd

Title: Chief Commercial Officer

Company: Performa IT Limited (UK)

Web: performa-staging.co.uk