Build AI agents with Salesforce Agentforce (AIM131)
Salesforce Agent Force: The Third Wave of AI
Overview
The speaker, Darl Martis, is a Director of Product at Salesforce working in the AI space.
He discusses the three waves of AI:
First wave: Predictive AI models (e.g., churn propensity, likelihood to buy)
Second wave: Co-pilots (e.g., ChatGPT)
Third wave: Agentic AI, which Salesforce's Agent Force platform represents
Introducing Agent Force
Agent Force is Salesforce's platform for creating intelligent agents.
It helps organizations augment their employees and create better customer experiences, leading to higher revenue.
Agent Force outperforms traditional chatbots by up to 40% in customer support scenarios.
The Need for AI-Powered Agents
Employees waste 41% of their time on low-value and repetitive tasks, leading to burnout.
Customers expect zero hold time, personalized and empathetic responses, and instant scheduling.
Agent Force addresses these needs by providing scalable, accurate, and customizable AI agents.
Key Features of Agent Force
Trusted and secure agents
Seamless integration with Salesforce's Customer 360 data
Unified metadata platform
Open ecosystem to bring in custom models
Easy agent creation (less than 15 minutes)
The Difference Between Co-pilots and Agents
Co-pilots are smart and tailored assistants that can answer specific questions.
Agents, on the other hand, understand the business, plan, and reason to take actions based on the instructions and guardrails provided.
Agents can scale to provide 24/7 support, maximize sales pipelines, optimize marketing campaigns, and more.
Agent Force Architecture
Built on top of the Salesforce platform, leveraging its existing tools and applications.
Integrates with Salesforce's Data Cloud to bring in data from various sources.
Utilizes Salesforce's Retrained Augmented Generation (RAG) to provide customized experiences.
Supports various channels, including chat, email, WhatsApp, and text messages.
Creating Agents with Agent Force
Define the agent's role and instructions, including what it can and cannot do.
Specify the data sources the agent can access.
Determine the actions the agent can perform.
Choose the channel(s) where the agent will operate.
Standard Agent Types
Service Agent: Provides 24/7 customer support, resolving cases accurately and swiftly.
Sales Agent: Engages with prospects, manages the pipeline, and provides sales coaching.
Marketing Agent: Helps create and optimize marketing campaigns.
Commerce Agent: Provides a personalized shopping experience for customers.
Security and Partnerships
Agent Force integrates with Salesforce's Einstein Trust layer, ensuring data security and privacy.
Salesforce has partnered with companies like IBM, Workday, and AWS to create custom agents that leverage their data and services.
Conclusion
Agent Force represents the third wave of AI, moving beyond predictive models and co-pilots to agentic AI that can reason, plan, and take actions on behalf of the organization.
It helps organizations augment their employees, create better customer experiences, and drive higher revenue.
Salesforce offers a range of standard agents and the ability to create custom agents tailored to specific business needs.
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