No one could avoid talking about AI in media and around lunch tables over the past couple of years. But understanding what’s hype and what’s real can be challenging.
At Dreamforce 2024, Salesforce CEO Marc Benioff introduced Agentforce as "what AI was meant to be."
Now that Agentforce is generally available, it’s a great time to examine what Agentforce brings to Commerce, Marketing, and Service.
Commerce
Agentforce for Merchants helps eCommerce merchandisers manage their sites through easy setup and goal-setting. It handles tasks like creating promotions, writing product descriptions, and improving efficiency. The agent offers data-driven recommendations to boost product performance, clear out slow-moving inventory, and increase conversion rates in key shopper segments.
Agentforce for Buyers delivers an autonomous shopping experience, making it easy for customers to find products and place or reorder purchases with pre-negotiated pricing through chat or messaging channels. Connected to Sales, Service, and Order Management data, the Buyer Agent tracks orders and provides seamless post-purchase support, handling common tasks like “Where is My Order” (WISMO) requests and reducing the need for customer service interactions.
Agentforce for Personal Shoppers engages customers with a personal assistant, powering personalized conversations directly on your commerce site or in a preferred messaging app, such as WhatsApp. It helps shoppers find products and make purchases faster by guiding search queries and personalizing product recommendations.
Marketing
Agentforce for Marketing Campaigns helps marketers build better campaigns faster. With Agentforce Campaigns, marketers can save time with a trusted agent that assists in generating campaign briefs, targeting audience segments, creating content, and even building customer journeys in Flow. And because an agent never sleeps, it continually analyzes performance against KPIs and proactively recommends improvements.
Service
Agentforce Service Agents engage customers autonomously across channels 24/7 in natural language. They resolve cases swiftly and accurately, as every answer is grounded in trusted data. Set up your Service Agent in minutes using prebuilt templates, or customize quickly with low-code. Define clear security guardrails and seamlessly escalate to human employees when necessary.
Atlas Reasoning Engine Powers Agentforce
As the “brain” behind Agentforce, Atlas generates a plan based on the role's objectives, then evaluates and refines it as needed, looping in additional data when required. When taking action, Atlas identifies the appropriate business process (e.g., flows) and engages with the customer or employee based on their channel preference.
Atlas is the reasoning and learning engine behind Agentforce, also known as the “chain of thought.” It’s a sophisticated engine that operates in a “flywheel” of retrieving structured and unstructured data (CRM data, as well as data brought in via zero-copy partners) and then taking action.
How Saks Fifth Avenue Uses Data and AI to Drive Profitable Growth
Saks Fifth Avenue is an early adopter of Agentforce and has significantly benefited from AI-powered personalization across every customer touchpoint.
Hear from Saks CTO Mike Hite about Agentforce
What Saks CEO Says About Salesforce
“We are thrilled to partner with a technology leader like Salesforce to accelerate our efforts to meet luxury consumers’ increasing demands for a highly personalized shopping experience,” said Marc Metrick, CEO of Saks Global, which oversees Saks, Saks Fifth Avenue Stores, and Saks Off 5th. “With Salesforce’s expertise in leveraging the power of data and AI, we will be better equipped to serve luxury shoppers with seamless experiences tailored to their individual preferences.”
If you’re interested in exploring how Agentforce can enhance your business, we’re ready to help you maximize your knowledge and potential with Data and AI. Schedule a meeting with us and discover how Salesforce and Agentforce can reshape your customer experiences.