Copilots have made us more productive, but they still require effort from users. We need to give them an instruction before they can execute a task. This is different with Salesforce’s AI agents. Instead of waiting for a human intervention, they can make decisions and execute tasks when relevant. In fact, they can reason and approach problems much like humans do.
Salesforce developed a technology that takes AI assistants to a higher level. Compared to other AI solutions, agents leverage customer data and search more sources for relevant information, enabling them to provide more accurate and up-to-date responses. Similar to the way our human brain works, an AI agent will always interpret the question first, breaking it down and asking follow-up questions if necessary. This enables the tool to deliver an answer or decision based on more reliable information than existing technologies. It can even develop a plan to execute a task.
No human intervention required
AI agents are set to revolutionize advanced chatbot functionalities. They can also simulate prospects, enabling salespeople to optimize their pitches, or serve as personal assistants for customers. Unlike chatbots, which operate in a structured manner, AI agents engage in more natural conversations and handle complex, high-level questions without human intervention.
For instance, if a customer contacts a fashion store to explain that a purchased blouse is too small, an agent can offer solutions in natural language. It can access past order history, check stock across multiple stores and warehouses, and without human input, propose sending a blouse in the correct size to the store or a location for pickup.
Build your own agent
Each agent has a role and is grounded on both structured and unstructured data, metadata, and external sources, all through that unifies all company data. Security is paramount, which is why the , built in the Salesforce platform, continuously monitors performance, ensuring agents operate within set guardrails and avoid hallucinations. If an agent doesn’t know an answer, the Trust Layer ensures it won’t fabricate a response.
As AI agents work autonomously, they help companies scale during peak periods and take over routine tasks, allowing employees to focus on more meaningful work. While many agents are ready to use, Salesforce encourages customers to build their own. Additionally, the Agentforce Partner Network enables partners to build agents and actions that customers can leverage. Though part of the Salesforce ecosystem, these agents can also communicate with integrated platforms like AWS and Google. Other partners include NVIDIA (delivering advanced enterprise AI capabilities) and IBM (providing pre-built agents and tools).
Autonomous agents work alongside humans
We’re rapidly approaching a future where employees work with agents to deliver better outcomes for businesses and customers. These systems promise to boost efficiency and free humans to focus on innovation and creation.
With AI managing the details, individuals can delve into complex problem-solving and strategic thinking, pushing the boundaries of what’s possible and sparking breakthroughts across various fields. This partnership between human ingenuity and AI marks a new era of productivity, efficiency and creative potential.
Do you want to experience how Agentforce works? Then visit the in Luxembourg on November 12.
Author: Gilles Mahieu, Head of Salesforce Luxembourg