It is often claimed that AI agents, such as Salesforce's flagship product Agentforce, offer limitless possibilities. While this makes for an appealing, albeit somewhat clichéd, statement, businesses may find it more advantageous to explore concrete use cases and real-world examples where this emerging technology has positively impacted their financial performance.
Agentforce Use Cases
With Agentforce, organizations can tailor ready-to-use agents through Salesforce’s Agent Builder. According to Salesforce, these agents can be programmed with natural language topics, instructions, and actions, equipped with all the necessary data to effectively complete tasks.
Here are eight ways autonomous agents can enhance business efficiency:
Order and Shipping Management
Agents can handle inquiries regarding order status, providing tracking details, estimated delivery times, and updates on delays or issues. They can also assist with returns, exchanges, and refunds, guiding customers through relevant policies and procedures. Additionally, agents can support modifications to orders, including changes to delivery dates and cancellations, as well as address inquiries about delivery logistics and stock availability.
Product and Service Information
Agents can respond to customer questions regarding product specifications, pricing, discounts, and promotions. Salesforce highlights that their agents can even provide insights on reseller pricing and actively promote sales. They can recommend complementary products and offer information on warranty coverage, repair services, and general product support.
Financial and Transactional Assistance
According to Salesforce, agents can assist customers with billing inquiries, payment methods, invoice discrepancies, and payment status. They can also address loan and credit inquiries, including loan status and interest rates. Agentforce can help resolve transaction disputes, manage fraud concerns, and automate warranty verification.
Technical Support and Troubleshooting
Agents can assist with technical issues related to software and systems, such as login problems and API errors. They can provide maintenance tips, manage service disruptions, and offer real-time updates on connectivity issues. Additionally, agents can guide users through setup and installation processes.
Automating Common Queries
Agents can automate responses to frequently asked questions and handle repetitive tasks like password resets, thereby reducing manual workload. They can provide quick access to knowledge articles, FAQs, and training materials, as well as assist in creating campaigns based on existing knowledge.
Account and Membership Management
Salesforce’s Agentforce can facilitate the management of memberships, including renewals and cancellations. Agents can also assist customers with account settings, login issues, and profile updates.
Scheduling and Appointment Management
Agents can manage the scheduling, rescheduling, and cancellation of service appointments while optimizing employee schedules. They can also handle bookings for restaurants, hotels, travel, and events.
Human Connection
Salesforce states that their agents can seamlessly transition customer inquiries to human representatives for sensitive assistance. They can identify and escalate customer dissatisfaction through sentiment analysis and keyword detection, ensuring safety-related inquiries are promptly addressed by human agents.
Conclusion
While the potential for autonomous agents is vast, understanding the specific tasks they can perform is crucial. Members of the Salesforce ecosystem might be inclined to speculate on the broader implications of these agents, not only in the workplace but also for society at large. However, it's essential to focus on how AI can simplify everyday tasks, a reality that is already unfolding.
