What is Agentforce Video

Agentforce > What is Agentforce video

Every company has more jobs to be done than resources available to do those jobs. Agentforce helps companies build AI agents that work together with humans to drive customer success. For example, an AI service agent can deflect incoming support cases by responding intuitively and conversationally to resolve customer enquiries that a chatbot never could. Another example is an AI sales development agent that proactively works leads by contacting customers, responding to their questions, and scheduling meetings. Additionally, there is an AI sales coach agent trained on your best practices that attends calls with your new sales reps and provides helpful, real-time tips and objection handling.

Each of these standard agents becomes part of your existing workflows because the Customer 360 is where apps and agents come together. However, you can also create your own custom agents to extend your Customer 360. If you can describe it, Agentforce can do it by taking a natural language description of the job you want your agent to do and then using that description to find semantically similar resources in the metadata for your Customer 360. With this awareness of how your business works, Agentforce will automatically suggest knowledge, actions, and guardrails that enable your agent to do the job.

Once created, your agents will work inside the guardrails you've established to do these jobs, reasoning intuitively and responding reliably to complex requests. They will refuse to be lured outside those guardrails and will respond to any requests that might be inappropriate or even dangerous. Humans working with agents drive customer success, and only Agentforce is built on the Salesforce Platform, which brings together your Customer 360 apps, data, and agents on one integrated platform. This allows you to build agents you can trust to do the jobs your company needs. Thanks for watching.