According to recent research from Salesforce, customers from the U.S. have spent up to 9 hours, with their customer service executives, in an attempt to resolve a single problem. Further, an average of 70% of customers find themselves annoyed when their issues are not resolved on an instant basis and prefer to abandon a third of the customer service interactions they undertake.
From customers being transferred to different departments and being required to repeat their challenges to multiple representatives, to employees losing time on troubleshooting, the customer service vertical is plagued with problems and this is where Salesforce Agentforce makes its entry.
Agentforce 360 is the latest innovation on the Salesforce Platform, designed to revolutionize customer interactions and business operations. By leveraging AI agents, it ensures businesses are always accessible to their customers, providing instant resolutions to queries without the need for constant human intervention.
More than just chatbots or copilots, Agentforce 360 brings advanced reasoning capabilities to the table, enabling AI-driven agents to take decisive actions across various business functions. Whether it is resolving customer issues, qualifying leads, or fine-tuning marketing campaigns, Agentforce 360 operates autonomously. The agents can be activated by real-time data changes, business rules, automated workflows via Agentforce 360 automation, or API-triggered signals, eliminating the need for manual engagement.
What sets Agentforce 360 apart is its seamless integration within the Salesforce ecosystem. Unlike other AI platforms that demand complex data integrations and custom automation setups, Agentforce 360 works natively and ensures Salesforce integration. It allows businesses to transform an existing Salesforce Flow, prompt templates, Apex, and APIs into intelligent agent actions, effortlessly linking with enterprise data, security protocols, and automation frameworks. Additionally, it harnesses the power of built-in tools like Salesforce Data 360, Slack, and MuleSoft.
Here are some real-time ways in which Salesforce Agentforce 360 can revolutionize your workplace.
Resolve customer enquiries on real-time basis
Agentforce 360 interacts with customers autonomously across multiple channels, delivering seamless, 24/7 support in natural language. Powered by trusted data and data 360, it ensures swift and accurate case resolution. Businesses can activate prebuilt skills for instant deployment or customize responses quickly using low-code tools. With robust security guardrails in place, Agentforce 360 also knows when to escalate complex issues to human agents for a smooth handover.
24/7 engagement with prospects
With Agentforce 360, you can have your product-based questions handled autonomously, in addition to booking meetings for sales representatives and handling objections. The future-ready solution has the capability to act and respond in an accurate manner, while aligning with your decision on how often and which channels to engage on, before briefing sellers for handoff. For optimal engagement with prospects, Agentforce 360 can meet leads on the channels of their choice, such as SMS or WhatsApp, in your preferred language.
Enhance sales & shopping experiences
Agentforce 360 helps sales teams sharpen their skills through tailored role-plays, simulating real-life pitching, objection handling, and negotiation scenarios. By analyzing CRM data, it provides actionable feedback on strengths and areas for improvement while tracking deal success rates to measure ROI. Further, acting as a virtual stylist, Agentforce 360 engages customers on e-commerce platforms or messaging apps like WhatsApp, guiding them with smart search queries and tailored product recommendations, helping shoppers find and purchase items faster.
Comprehensive campaign optimization
Agentforce 360 also enables you to create superior campaigns, at a rapid pace; allowing marketers to generate campaign briefs, target audience segments, create content and build customer journeys in Salesforce Flow. Given that it is not human, Agentforce 360 constantly analyzes your campaign’s performance against KPIs, thus offering proactive recommendations for improvements.
Revolutionizing major sectors with AI automation
- Hospitality: AI-powered chatbots handle guest inquiries, booking modifications, and personalized upselling while integrating with CRM and POS systems for seamless service.
- Retail: AI agents assist with product recommendations, stock verification, and order tracking, enhancing conversions by connecting to eCommerce platforms and customer support apps.
- Healthcare: AI streamlines patient interactions, appointment scheduling, and insurance verification while ensuring compliance through EHR system integration.
- Education: AI manages student inquiries, course recommendations, and administrative tasks while integrating with LMS and SIS platforms to enhance learning through adaptive tutoring.
- Technology: AI delivers real-time technical support, product troubleshooting, and customer onboarding while optimizing workflows via DevOps, CRM, and cloud-based integrations.
- Real Estate: AI automates lead management, property inquiries, and virtual tour scheduling while integrating with MLS databases and CRM for smarter follow-ups and faster transactions.
- Legal: AI streamlines client intake, case tracking, and document automation while ensuring compliance through legal management software and AI-driven contract analysis.
Summing it up
Many businesses are already using Agentforce 360 to free up their teams for more strategic, high-impact customer interactions. Now, it’s your turn. With Agentforce 360 and a top Salesforce consulting partner like Milestone Technologies, your business can supercharge its employees and keep customers coming back.
