According to 2024, 91% of executives are optimistic about how artificial intelligence will help your business going forward. After the predictive and generative AI waves, the technology of autonomous agents is highlighted by the high cognitive and problem solving capacity.
“These self -employed agents represent a new digital work era that orchestrates and performs high value tasks and multitapas. And they never stop working. This inaugurates a wave of productivity and innovation that is not limited to what humans alone can do, ”says Patrick Stokes, Executive Vice President of Salesforce Product Marketing and Sectors.
According to the executive, the AI revolution of autonomous agents makes one clear thing: if you are not leading, it is behind. Companies such as American Wiley and Opentable are rewriting the rules of their autonomous AI agents, who not only help workers, but analyze, create strategies and perform tasks.
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Educational publisher Wiley, for example, is using IA to integrate customer service representatives 50% faster and has improved the resolution of cases by 40% compared to its old chatbot in the first weeks of use only. AI agents screening registration and payment problems, directing students to resources and reducing the workloads of service representatives.
Opentable, which accommodates 1.7 billion clients annually in restaurants, uses AI agents to deal with reserve changes and loyalty points, releasing employees to focus on building customer relationships.
Both companies use Agentforce, an autonomous agent of, launched at the end of 2024, which is directly integrated with the company’s CRM applications, such as sales, marketing, customer service, e-commerce and IT, and offers a ready-made use solution that Tasks, analyze data and customize interactions with customers.
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The company itself witnesses the changes generated by the agent. The Salesforce website receives more than 60 million visits per year and, with Agentforce, in just a few weeks, Agentforce has doubled their capacity, dealing with 32,000 automated conversations.
With the tool it is possible to perform tasks proactively and forward them to humans when necessary, without the need for additional development or complex settings, as with DIY solutions.
How to train the workforce for the next wave of IA
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According to Stokes, the good news is that autonomous agents do not need to spend months or millions on investments training their own large language model (LLM) or being built from scratch. “The real success comes from data integration, IA and automation. This allows AI not only to answer questions and generate text but really do the job, ”he says.
With Agentforce, agents are integrated with company data, business processes and daily workflows, working with humans. All of this is connected to the Salesforce platform, which makes it easier for companies to quickly activate agents. For example, the American Saks Fifth Avenue store chain has launched its first AI service agent in just one week.
The executive points out that Agentforce allows intelligent automation of complex processes without the need for constant human intervention and enables generative artificial intelligence to be trained with the client’s own data through predefined/embedded prompts in the product. In addition, the product provides native integration with business data and workflows, ensuring security and efficiency.
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In short, Agentforce is innovative because it goes beyond a ready list of results. Technology provides ready answers and the Atlas system has a brain capacity to understand demands. It is an intelligent agent who performs, interprets, conversation and promotes a fluid and safe experience.
“I would work in a collaborative way, using their strengths to reach more than anyone could alone. Autonomous agents process large amounts of data and perform complex tasks, while humans bring strategic thinking, emotional intelligence, wisdom and judgment, ”says the executive.
Advantage of autonomous agents in SMEs
According to more than half (53%) PMES do not know which insights your data can provide. That is, there is a huge potential to explore. A small business AI assistant is more than just a tool – it can turn into a partner of its growth.
A Salesforce study points out that more to optimize their operations and offer more personalized experiences to customers. Among the benefits, 90% say operations have become more efficient, 87% say AI helps climb the business, 86% say the use of technology contributes to increasing profit margin.
With Agentforce, SMEs can perform actions such as customer service automation, releasing the team to focus on more complex cases; Lead qualification based on predefined criteria, saving sales team time and increasing the conversion rate; and generation of reports and analysis, collaborating with insights for decision making.
