Welcome to the
Agentic
Enterprise.

They’re interacting with the agent about certain services they’re interested in. They can just go to the agent, ask them that. In seconds, it’s already done. It’s fast and it’s easy. In a conversational, friendly manner, you’re going to be able to get a top-of-the-line experience that engages with the sort of white glove, treatment of high service, high touch.

Agentforce will enable us to have personalization across those customer journey pre-sales sales and after sales. Every touch point, at the right time with the right message, based on a 360° view.

We want each and every one of our passengers to have a brilliant experience, a personalized experience, a relevant experience. But we don’t have 80 million staff to be able to scale it, and the only way to do that is to innovate. In our case it’s innovating through the use of Salesforce.

It’s like this collaboration that we’re seeing between agents and humans. It’s not us versus them; it’s we. Suddenly, it’s this way of working that lets teams move at their natural tempo. This is the perfect tool for a team to run at speed. Salesforce can deliver digital labor, and I get to wake up in the morning, thinking about customers.

People don’t want to wait to get their question answered. What would happen if the diners aren’t getting what they need? Now they’re angry. “Hey, you sloughed me off to a bot. It didn’t answer me, and I’m grumpy.” And so now when you have that interaction with a human agent, we have to dig ourselves out of this hole. Maybe we answer the question very quickly, but they’re always going to remember, “hey that didn’t work out well the first time.” The dream I have is that Agentforce answers more questions, more quickly. Success with Agentforce is deflecting the questions that our customers have, so fewer things get escalated to a human, the diners are getting their questions answered quickly, and we’re able to take care of it without a human resource.

Customers need an answer right now. What’s the difference between Tire A and Tire B? Having a personal shopper walk me through the process feels a lot more natural and a lot more comfortable. But then also, when the customer does call, our human agents don’t need to know everything there is to know about every tire. We create that knowledge base and have it get surfaced by agents. Agentforce can guide them through that conversation and sell the right product to the customer.

The culture at Salesforce of being customer obsessed is a leading attribute. Salesforce is constantly innovating and constantly creating new value. I just can't say enough about how well the teams have come together to delight our customers.