{"id":10506,"date":"2025-10-08T15:15:15","date_gmt":"2025-10-08T07:15:15","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=10506"},"modified":"2025-10-08T15:15:17","modified_gmt":"2025-10-08T07:15:17","slug":"building-humane-ai-customer-service","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/building-humane-ai-customer-service\/","title":{"rendered":"How to Build Humane AI: A Guide for Customer Service Leaders"},"content":{"rendered":"\n<p>AI is reshaping the workforce, but the rise of Agentic AI \u2014 systems that take action, not just respond \u2014 brings new challenges. These tools are already transforming customer service roles \u2014 streamlining layers of decision-making, requiring new skill sets from teams, and demanding careful oversight, governance, and continuous training to ensure responsible use.<\/p>\n\n\n\n<p>The question now isn\u2019t whether AI is brilliant \u2014 it\u2019s whether we\u2019ll design it to be humane. Salesforce has built its AI platform and business practices with that goal in mind with <a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/\">Agentforce<\/a>. We have designed our solutions so that humans remain at the centre of everything, with better skills, a minimum of drudgery, and best able to unlock their creative potential.<br><br>As adoption accelerates, the real risk isn\u2019t the technology \u2014 it\u2019s losing our humanity in the process. For AI to create long-term value, it must be deployed with empathy, ethics, and care for everyone it touches. As Gandhi said, \u201cThe greatness of humanity is not in being human, but in being humane.\u201d<\/p>\n\n\n\n<p>This article kicks off our new series, <em>Agentforce Reinforces the Human and the Humane in Your AI Strategy<\/em>. Each article will focus on practical strategies for navigating change, upskilling teams, building trust, and designing AI experiences that feel more like support and less like a script.&nbsp;<\/p>\n\n\n\n<p>In the first piece, we explore how customer service leaders can thoughtfully adopt AI while preserving what makes their organisations human.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"learn\">What you&#8217;ll learn:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#build\">6 building blocks of a human AI strategy<\/a><\/li>\n\n\n\n<li><a href=\"#trust\">Trust as the new metric for AI<\/a><\/li>\n\n\n\n<li><a href=\"#agentic\">Agentic AI is here \u2014 and we\u2019re just getting started<\/a><\/li>\n\n\n\n<li><a href=\"#lead\">Lead the change: 4 actionable steps for CX leaders<\/a><\/li>\n\n\n\n<li><a href=\"#people\">Build AI that puts people first<\/a><\/li>\n<\/ul>\n\n\n\n<div class=\"layout-twelve wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Prepare your org for Agentforce<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Want to get the most out of digital labor? Our exclusive guide covers the best practices you need to know.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/ap\/form\/service-cloud\/prepare-for-digital-labor\/\">Get the free guide<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-twelve.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"build\">6 building blocks of a humane AI strategy<\/h2>\n\n\n\n<p>Building AI that\u2019s truly humane starts with a thoughtful, people-first strategy. It\u2019s not just about what the technology can do \u2014 it\u2019s about how it impacts your teams, your culture, and your customers.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-ai-s-impact-on-jobs\"><strong>1. AI\u2019s impact on jobs<\/strong><\/h3>\n\n\n\n<p>AI will inevitably automate many tasks currently performed by humans \u2014 especially in high-volume <a href=\"https:\/\/www.salesforce.com\/ap\/service\/what-is-customer-service\/\">customer service<\/a> and entry-level roles. But it will also create new customer service jobs that demand enhanced skills, such as AI Support Architect or Experience Designer. Organisations must begin reshaping their workforce strategies now to manage this transition.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-the-future-of-the-employee\"><strong>2. The future of the employee<\/strong><\/h3>\n\n\n\n<p>Beyond skills, employees want security, clarity, and a sense of purpose. Leaders must communicate transparently, develop new career paths, and create a culture where people feel supported \u2014 not sidelined \u2014 by AI. When employees feel valued and empowered, they\u2019re more likely to embrace AI as a tool for growth rather than a threat to their roles.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-skills-and-training\"><strong>3. Skills and training<\/strong><\/h3>\n\n\n\n<p>As AI becomes more embedded in day-to-day service work \u2014 handling routine tasks, surfacing insights, and even making decisions \u2014 human roles are shifting toward higher-value (and more stressful) responsibilities. This means developing skills that go beyond technical know-how, including critical thinking, emotional intelligence, and the ability to collaborate effectively with AI. Many of the roles of tomorrow haven\u2019t been defined yet, but they\u2019re emerging quickly. To stay ahead, service teams can tap into Salesforce resources like <a href=\"https:\/\/trailhead.salesforce.com\/today\" target=\"_blank\" rel=\"noreferrer noopener\">Trailhead<\/a> \u2014 our free online learning platform with practical, role-based AI training \u2014 and the <a href=\"https:\/\/join.serviceblazer.com\" target=\"_blank\" rel=\"noreferrer noopener\">Serviceblazer<\/a><a href=\"https:\/\/join.serviceblazercom\" target=\"_blank\" rel=\"noreferrer noopener\"> Community on Slack<\/a>, where support pros share tips, experiences, and best practices for navigating change.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-organisational-change\"><strong>4. Organisational change<\/strong><\/h3>\n\n\n\n<p>Agentic AI will flatten traditional hierarchies. Many companies will establish Centres of Excellence for AI, bringing together HR, IT, and operations leaders to drive governance, training, and innovation. This shift will require new collaboration models and shared ownership to ensure AI delivers value across the business. Management skills will need to be bolstered; the role of manager will be dramatically different in 2030, and few organisations are prepared, or taking sufficient steps to accommodate AI.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-humanity-and-culture\"><strong>5. Humanity and culture<\/strong><\/h3>\n\n\n\n<p>The best AI strategies are grounded in empathy. Organisations must model the customer journey and continuously evaluate how AI interactions feel \u2014 not just how they perform. By prioritising emotional intelligence alongside efficiency, companies can build AI experiences that feel genuinely human and foster lasting trust.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-6-customer-experience\"><strong>6. Customer experience<\/strong><\/h3>\n\n\n\n<p>Customers still crave human-like, trustworthy <a href=\"https:\/\/www.salesforce.com\/ap\/service\/what-is-customer-service-experience\/\">customer service experiences<\/a> \u2014 especially in urgent or complex scenarios. AI should be a complement to human service, not a substitute. That\u2019s where tools like Agentforce come in. AI agents work alongside your team to handle common and complex tasks, surface insights, and support more personalised interactions, so your reps can focus on what they do best: solving problems with empathy and care. (<a href=\"#learn\">Back to top<\/a>)<\/p>\n\n\n\n<div class=\"layout-eleven wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Join the award-winning Serviceblazer Community on Slack<\/h2>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/join.serviceblazer.com\">Claim your invite<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-eleven.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration-left\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-left-layout-eleven.png\" alt=\"\">\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"trust\">Trust as the new metric for AI<\/h2>\n\n\n\n<p>Trust is what turns a good customer service experience into a loyal one. A critical part of trust is that customers who trust you will provide <a href=\"https:\/\/web-assets.bcg.com\/img-src\/BCG-Bridging-the-Trust-Gap-in-Personal-Data-Mar-2018_tcm9-186201.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">5x to 10x more data<\/a> about themselves. Since accurate data is the cornerstone of AI, trust takes on a more urgent position as a corporate goal.&nbsp;<\/p>\n\n\n\n<p>In an AI-driven world, trust is built not just through outcomes, but through transparency, fairness, and humanity. Companies must ensure that automated interactions are clear, ethical, and aligned with customer values. That means applying the same standards to AI as we do to people: privacy, fairness, and accountability. (<a href=\"#learn\">Back to top<\/a>)<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"agentic\">Agentic AI is here \u2014 and we\u2019re just getting started<\/h2>\n\n\n\n<p>Despite the rapid pace of development, most customer service teams are still in the early stages of AI adoption. Predictive tools have been around for years, but truly autonomous, Agentic AI like Agentforce is just beginning to scale. These systems are already handling complex workflows like order management, returns, and even personalised upsell paths. But fewer than <a href=\"https:\/\/www.mckinsey.com\/~\/media\/mckinsey\/business%20functions\/quantumblack\/our%20insights\/superagency%20in%20the%20workplace%20empowering%20people%20to%20unlock%20ais%20full%20potential%20at%20work\/superagency-in-the-workplace-empowering-people-to-unlock-ais-full-potential-v4.pdf?ref=themadreport.io\" target=\"_blank\" rel=\"noreferrer noopener\">1% of enterprises<\/a> have deployed Agentic AI at scale.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-seeing-results-with-agentforce\">Seeing results with Agentforce<\/h3>\n\n\n\n<p>Customers using Agentforce are already seeing big shifts. Up to <a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2025\/06\/23\/agentforce-3-announcement\/\" target=\"_blank\" rel=\"noreferrer noopener\">70% of chat interactions<\/a> are now handled automatically in <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-self-service\/\">customer self-service<\/a>. In some cases, phone call volumes have <a href=\"https:\/\/www.reuters.com\/technology\/artificial-intelligence\/salesforce-closes-1000-paid-agentforce-deals-looks-robot-future-2024-12-17\/?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">dropped by half<\/a>. Service reps save time with smart summaries, suggested next steps, and automation that captures full conversation context \u2014 all of which improves both speed and service quality.<\/p>\n\n\n\n<p>What makes Agentforce different isn\u2019t just its capabilities. It\u2019s the autonomy. These <a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/ai-agents\/\">AI agents<\/a> can pursue goals, make multi-step decisions, and adapt in real time. They don\u2019t just respond \u2014 they act.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-what-the-future-holds\">What the future holds<\/h3>\n\n\n\n<p>Imagine AI agents that work with other AI agents \u2014 like personal AI that steps in during a crisis to help a driver after a car accident, manage the insurance claims process, and coordinate transportation and repairs through <a href=\"https:\/\/www.salesforce.com\/ap\/service\/field-service-management\/what-is-fsm\/\">field service management<\/a>. These kinds of end-to-end, <a href=\"https:\/\/www.salesforce.com\/ap\/blog\/what-is-proactive-customer-service\/\">proactive customer service<\/a> experiences aren\u2019t far off. With Agentforce, we\u2019re already seeing the foundation: AI agents that collaborate, take action, and adapt in real time \u2014 all within the trusted guardrails set by your business. But turning that vision into reality takes more than technology. It takes leadership and a commitment to designing AI with purpose. (<a href=\"#learn\">Back to top<\/a>)<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"lead\">Lead the change: 4 actionable steps for CX leaders<\/h2>\n\n\n\n<p>To build a future-ready service organisation, leaders need more than good intentions \u2014 they need a plan. As AI reshapes customer service, it\u2019s critical to take deliberate steps that support your people, preserve trust, and deliver real results. Here are four practical ways to lead with purpose in the age of Agentic AI:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-develop-a-talent-transition-plan\">1. <strong>Develop a talent transition plan<\/strong><\/h3>\n\n\n\n<p>Start identifying the future skills your organisation needs. Map current talent, build reskilling programs, and communicate clear paths forward. This not only protects your institutional <a href=\"https:\/\/www.salesforce.com\/ap\/service\/knowledge-base\/\">knowledge base<\/a> \u2014 it helps retain your top talent.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-define-human-in-the-loop-guardrails\">2. <strong>Define human-in-the-loop guardrails<\/strong><\/h3>\n\n\n\n<p>Not every moment should be handled by AI. Map your customer journey and flag high-stakes, high-emotion scenarios for human escalation. Trust is built in the details.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-pilot-agentic-ai-strategically\">3. <strong>Pilot Agentic AI strategically<\/strong><\/h3>\n\n\n\n<p>Start small but smart. Choose a high-volume, low-complexity task like order tracking or returns. Prove the ROI, then build a plan for responsible scale.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-establish-an-ai-trust-and-governance-committee\">4. <strong>Establish an AI trust and governance committee<\/strong><\/h3>\n\n\n\n<p>Bring together a cross-functional team \u2014 customer service, HR, IT, and legal \u2014 to oversee fairness, privacy, and transparency. The same rules that govern people must apply to AI. (<a href=\"#learn\">Back to top<\/a>)<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"people\">Build AI that puts people first<\/h2>\n\n\n\n<p>AI is moving fast, but speed isn\u2019t the only measure of success. What matters just as much is how thoughtfully we bring it into our organisations and who we empower along the way. The goal isn\u2019t just smarter systems, but more human ones \u2014 built with empathy, trust, and care at the core.<\/p>\n\n\n\n<p>In the next article in this series, we\u2019ll dive into the scale of impact of AI on customer service. (<a href=\"#learn\">Back to top<\/a>)<\/p>\n\n\n\n<div class=\"layout-three wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Meet Agentforce for Service<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Watch Agentforce for Service resolve cases on its own, deliver trusted answers, engage with customers across channels and seamlessly hand off to human service reps.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_self\" href=\"https:\/\/www.salesforce.com\/ap\/form\/service-cloud\/agentforce-for-service-demo\/\">Watch demo<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-three.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-three.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\n\t<\/div>\n\n\n\n<p><br><\/p>\n","protected":false},"excerpt":{"rendered":"<p>How can service leaders adopt AI without losing the human touch? Start with empathy, trust, and a people-first approach.<\/p>\n","protected":false},"author":183,"featured_media":10505,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"6859a4da2b59889e28a35ae4AP","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2,77,9,23,484,665],"sf_content_type":[],"coauthors":[691],"class_list":["post-10506","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-service-cloud","sf_topic-best-practices","sf_topic-service","sf_topic-artificial-intelligence","sf_topic-serviceblazer","sf_topic-agentforce"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Designing Humane AI: The Rise of Agentforce - Salesforce<\/title>\n<meta name=\"description\" content=\"Discover how Agentforce keeps humans at the heart of AI-powered service for empathetic, personalised, and trusted support.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/ap\/blog\/building-humane-ai-customer-service\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Build Humane AI: A Guide for Customer Service Leaders\" \/>\n<meta property=\"og:description\" content=\"Discover how Agentforce keeps humans at the heart of AI-powered service for empathetic, personalised, and trusted support.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/ap\/blog\/building-humane-ai-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2025-10-08T07:15:15+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-08T07:15:17+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/07\/Give-Humans-AI-That-is-Humane_-1500x844-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1500\" \/>\n\t<meta property=\"og:image:height\" content=\"844\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Michael Maoz\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Michael Maoz\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/building-humane-ai-customer-service\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/building-humane-ai-customer-service\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/#\/schema\/person\/image\/f9c2f381368e9b87b11672a94ded3635\"}],\"headline\":\"How to Build Humane AI: A Guide for Customer Service Leaders\",\"datePublished\":\"2025-10-08T07:15:15+00:00\",\"dateModified\":\"2025-10-08T07:15:17+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/building-humane-ai-customer-service\/\"},\"wordCount\":1418,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/building-humane-ai-customer-service\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/07\/Give-Humans-AI-That-is-Humane_-1500x844-1.jpg\",\"inLanguage\":\"en-SG\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/ap\/blog\/building-humane-ai-customer-service\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/building-humane-ai-customer-service\/\",\"url\":\"https:\/\/www.salesforce.com\/ap\/blog\/building-humane-ai-customer-service\/\",\"name\":\"Designing Humane AI: The Rise of Agentforce - 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