Transforming the future of work
This year’s Dreamforce is ready to get underway, undoubtedly with a huge focus on Salesforce’s latest Einstein innovation: Agentforce. Agentforce allows you to create an autonomous conversational assistant for any channel, created to respond and act upon natural language requests. Gone are the days of sifting through data and completing lengthy admin tasks – Agentforce helps you serve your customers in seconds. Your agent can help with tasks such as scheduling appointments, diagnosing issues, navigating returns, qualifying leads, amending bookings and suggesting the right products with dynamic discounts for your customers.
This is a virtual assistant like no other – you don’t need to create laborious dialogue trees and if/then/else logic, the agent already understands descriptions, scope and instructions delivered in natural language. In the past, we have seen virtual assistants that can provide a standard level of service and troubleshooting. Agentforce goes beyond that, possessing the ability to complete actions within the parameters you set for it with clicks, not code. These intelligent helpers have the capacity to understand the nuances of human interaction, navigating context and complicated queries from customers. They can even interpret shorthand responses, as Agentforce gives AI agency to reason (within the boundaries you set) giving the assistants more flexibility to perform their job to a human standard. Notably, the agent is also multimodal, which means it has the ability to interpret images as well as text.
Historically, designing and maintaining virtual assistants and chatbots is an extremely time consuming task. Even with an abundance of effort and refinement, you would often end up with a bot that produced static, ‘one-size-fits-all’ responses. Now, you can easily and swiftly create tasks for your assistant to perform using actions, putting in place clear boundaries to ensure that the agent performs exactly what you (and your customer) would like it to do. These actions can be based on flows, apex classes or prompts. The more prescriptive and precise you are with your prompts, the better. With clear instruction, the Einstein agent can deftly handle personalised customer interactions whilst embodying your brand voice.
Essentially, the technology is designed to have a level of autonomy that we have never experienced before. Whilst Agentforce has the ability to be flexible, it also comes with the innate ability to detect harmful inputs and redirect to approved topics. This means that the AI won’t absorb or recycle any information that could damage your business. Salesforce has armed the virtual assistant with the automatic ability to detect and reject attempts to damage the tool with malicious prompts. This negates any fears that external inputs can manipulate your agent’s responses.
Want to dramatically reduce your customer service or business development costs, without sacrificing customer experience? Agentforce might be the solution for you! Give us a call on 0117 230 2390 or email hello@performa-it.co.uk to claim your free AI use case workshop.
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