Envision an assistant who comprehends client needs, addresses concerns, and enables employees to prioritize crucial tasks. With it, your clients feel valued, listened to, and very satisfied with your company and its services. It’s not an image taken from movies; it is what Salesforce's Agentforce does best.
What is Agentforce? Agentforce is Salesforce's bet to integrate artificial intelligence into agent management.
It’s not just a simple chatbot. It is a set of development tools that includes ready-made agents and templates. This helps you implement quickly, sometimes in just a few hours.
These customizable templates come with predefined actions and the flexibility to adapt to the specific needs of each business.
Agentforce for sales: from internal copilots to allies of your clients
There is something undeniable within the Agentforce agents: their versatility. They can help your customer service team by answering questions or managing cases as 'copilots.' They can also interact directly with end customers through channels like WhatsApp, Facebook, or web chats.
And not only that. These multiple agents can even communicate with each other to offer comprehensive care. Salesforce will enable audio agents, further expanding the possibilities of conversational interaction.
Today, there are agents for many jobs and industries. They include coaches, sales closers, and assistants in finance, health, and human resources.
However, there is something important to clarify: Agentforce does not seek to replace your employees. The goal of this technology is to let Salesforce's AI handle the manual and repetitive tasks.
Looking for tools to free up your employees so that they focus on activities that generate greater strategic value? That’s Agentforce. The philosophy behind it is "Artificial intelligence and humans are better together." Their collaboration allows reaching solutions that neither one nor the other would achieve in isolation.
What are four ways in which Agentforce AI and humans can work together?
- In payments, Angentforce AI can help stop fraud and improve the system. At the same time, human teams can create new payment solutions, look for partnerships, and carry out tasks to ensure compliance.
- Agentforce AI changes wealth management by providing accuracy and speed. It helps wealth managers anticipate needs. This helps them concentrate on their investment plans with customer data. It also helps them create lasting relationships with clients.
- Agentforce AI checks the status of customer accounts and paperwork using Data Cloud. Humans can use this information for specific tasks. They can offer financial advice, anticipate customer needs, and suggest customized solutions.
- Agentforce AI can help customers all day, every day. It ensures quick and effective responses. This allows human teams to focus on improving automation.
How do financial services benefit from AI-powered solutions like Agentforce?
Have you wondered how AI can strengthen my compliance plans in the financial industry? Salesforce Agentforce is designed to help financial institutions comply with industry rules and regulations in several key ways:
- Agentforce works within the Financial Services Cloud compliance framework. This means it has built-in controls. These controls ensure that digital agents follow the same rules as human teams.
- Adherence to internal policies and regulatory requirements: Agentforce agents are based on the company's data, workflows, and compliance controls.
- Agentforce uses Salesforce Data Cloud: This allows you to combine structured and unstructured data from different systems. It protects sensitive data and ensures compliance with rules like GDPR, HIPAA, or PCI-DSS.
Discover what Salesforce can do in financial industry here
Pragma’s experience with Agentforce
At Pragma, we have witnessed the real impact of Agentforce. We are proud to have created the first smart agent in Latin America focused on pensions and social security.
Protección is a leading financial services company in Colombia. It also manages pension and severance funds. Each month, it gets about 2,000 requests related to pension claims.
In that scenario, the customer service team managed to handle about 480 cases each month. The most complex tasks, like tracking a financial benefit or a pension application, took up to 20 minutes each.
To meet this challenge, we implemented an intelligent agent using Agentforce. This agent was made to understand the steps in Protección's business flow. It covers case filing, normalization, contribution collection, and defining the final benefit. This allows advisors to quickly and accurately check the status of each request.
With this solution, Protección improved its operational efficiency and transformed its customer experience, offering faster and more satisfactory answers.
- The average time to handle cases with the intelligent agent dropped from 20 minutes to only 4 minutes. This shows 100% efficiency. With an initial coverage of 10% of monthly requests, which is 200 cases, about 63 consultant hours are saved each month.
- By reducing the time spent on recurring inquiries, service advisors can focus on cases that require deeper analysis. This speeds up response times and improves the quality of service, improving user satisfaction.
Agility and accuracy translate directly into a better customer experience for Protección customers. Clients receive the information they need about their benefits much more quickly, increasing their satisfaction.
What can we learn from Agentforce?
Artificial intelligence can change how a company works and make customers' lives better. This happens when it is created with a clear goal and real value in mind. Agentforce AI shows how technology can help improve lives. It also boosts efficiency and growth for businesses.
For Pragma, success is not just about what we build. It is also about the smiles we create in users and the lives we improve. If your institution is ready to lead instead of just adapting, let's talk. We can explore how Agentforce AI can be your best ally.
Are you ready to take the leap and transform your interaction with customers?
Let’s start a new success story!
