Agentforce: A Trusted AI CRM for Your Business

21 Jan 2025

In September 2024, Salesforce—a global leader in Customer Relationship Management (CRM) software—launched a new technology called Agentforce, which is an Autonomous AI Agent (or AI representative) for CRM. Agentforce can truly perform tasks in place of humans with accuracy, reliability, and security. By connecting to various organizational data, it automates a wide range of business processes, including sales, service, and marketing.

Agentforce: Beyond Chatbots and Copilots

Previously, AI on the Salesforce platform functioned as a predictive tool, helping forecast customer behaviors. Later, it evolved into a “Copilot,” which allows humans and AI to work together. Most recently, it has advanced further into Agentforce—an AI representative that can take on certain tasks traditionally handled by people. Agentforce is essentially an additional layer on the Salesforce platform. Users can create Agentforce representatives in any Salesforce application and define the scope of responsibilities for each agent.

Moreover, Agentforce employs advanced reasoning capabilities to make decisions and carry out tasks such as resolving customer cases, qualifying leads or sales opportunities, and optimizing marketing campaigns.

Agentforce is ready to use as soon as it is configured, and it can be deployed easily using low-code or no-code tools. It operates continuously and across every channel.

Use Cases of Agentforce Across Industries

  • Banking: AI agents in banking deliver faster customer service responses and automate complex tasks like transaction disputes. For example, an agent can automatically retrieve recent transaction data, coordinate with customers to identify unauthorized charges, notify merchants about disputed transactions, and issue temporary credits—all before a human agent needs to step in.
  • Insurance: Insurance agents automate time-consuming processes, such as policy renewals and risk identification. For instance, they can proactively analyze customer data, detect coverage gaps, and generate actionable plans with recommendations for adjustments or additional coverage options.
  • Healthcare: A patient service agent can respond to inquiries and arrange appointments to best suit each patient’s individual needs. For instance, the agent can verify coverage benefits, generate summaries of medical histories, and approve care requests.
  • Retail: Personal shopping agents act as online customer assistants, using generative AI to provide personalized support via e-commerce websites, chat platforms, or messaging apps like WhatsApp. Unlike traditional chatbots that rely on predefined responses, these agents access retailers’ product catalogs, learn from buyer behavior, and help customers search, chat, and add items to their cart for instant checkout.
  • Manufacturing: A maintenance agent monitors large volumes of real-time data from connected devices—including machinery, vehicles, appliances, and other equipment. For example, it can detect reduced performance or potential failures, proactively alert customers to issues, and help schedule service appointments. Additionally, it can summarize important details so that customer service representatives and technicians can quickly grasp case history and offer improved support.
  • Telecommunications: Billing support agents provide faster assistance for billing inquiries and disputes, improving team productivity and customer experience. For instance, if a customer submits a complaint about a billing issue, the agent can analyze past invoices, identify the problem, and verify dispute claims for resolution within business rules.

Agentforce in Thailand

In Thailand, businesses already using the Salesforce platform have begun adopting Agentforce technology to enhance their operations, supported by I&I Group Public Company Limited (iiG). As a Salesforce partner in Thailand for more than 13 years. iiG is leading this initiative wiith a team of more than 100 Salesforce Certified AI experts—the largest in Thailand—iiG is helping organizations implement Agentforce to transform their business processes.

For more information about Salesforce and Agentforce, visit: https://bit.ly/TalktoOurSalesforceExpertsatiiG


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