{"id":9512,"date":"2025-07-17T18:30:11","date_gmt":"2025-07-17T10:30:11","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=9512"},"modified":"2025-07-17T18:32:50","modified_gmt":"2025-07-17T10:32:50","slug":"agent-experience-design","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/agent-experience-design\/","title":{"rendered":"Welcome to a New Era of Experience with AI Agents"},"content":{"rendered":"\n

As Chief Experience Officer at Salesforce, I work with business leaders to bring AI agents<\/a> into their customer touchpoints and employee experiences. Most leaders are at the very beginning of a greater vision for how to integrate AI and they ask a fundamentally human-centred question: How do I make sure agents will work well for people? <\/p>\n\n\n\n

For this reason, experience matters. More than ever.<\/p>\n\n\n\n

Experience design is innately human-centred, meaning it focuses on creating positive interactions, feelings, and outcomes for people. How do we ensure AI agents are human-centred as they\u2019re integrated into businesses? We are building a new expertise in agent experience design<\/strong>, where AI agents are treated as a new kind of user. Great customer experiences will rely on this rising category of design<\/a>.<\/p>\n\n\n\n

As we partner with our new digital coworkers<\/a>, AI agents will have unique strengths as users, people will have unique strengths as users, and they will need simple ways to communicate with each other. With this in mind, here\u2019s what you need to know about agent experience design. <\/p>\n\n\n\n

What we\u2019ll cover:<\/h3>\n\n\n\n

What is agent experience design?<\/a>
AI agents become powerful work delegates<\/a>
People become agent orchestrators<\/a>
Human-to-agent interfaces become flexible and personalised<\/a>
A new foundation for the era of experience<\/a><\/p>\n\n\n\n

What is agent experience design?<\/h2>\n\n\n\n

When I first wrote about designing trusted generative AI, I envisioned AI agents as a new category of users. They can increasingly interact with the world, learn from those interactions, change behaviour, and remember what they learned. While an AI agent certainly doesn\u2019t have human-like experiences, it is, in its own way, a user with unique goals, needs, and limitations. <\/p>\n\n\n\n

Agent experience (AX) design is the development and \u201coptimisation of digital environments<\/a> so that AI agents can efficiently and effectively operate within them,\u201d and orchestrate successful human-centred outcomes. I define AX as encompassing both design for<\/strong> agents and<\/em> design of<\/strong> agents, because both are necessary to make sure AI agents prioritise people\u2019s goals and needs. <\/p>\n\n\n

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A new era of experiences designed to work concurrently for both agents and humans \u2013 and interactions between the two \u2013 is an exciting prospect. <\/p>\n<\/blockquote>\n\n