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8 Practical Uses for Agentforce: How Salesforce AI Can Actually Help You 

By Henry Martin

It’s sometimes said that when it comes to AI agents like Salesforce’s flagship product Agentforce, the possibilities really are endless. 

While that makes for a lovely – if a little cliché – soundbite, it may be more beneficial for businesses to find out actual use cases and real-world instances where the emerging technology has helped their bottom line. 

Agentforce Use Cases

With Agentforce, businesses are able to customize out-of-the-box agents using Salesforce’s Agent Builder. Salesforce says natural language topics, instructions, and actions can be set for their agents, which can be equipped with all the data they need to “get work done”.

Here, we reveal eight ways in which autonomous agents can streamline businesses.

1. Managing Orders and Shipping

Order status inquiries can be handled by agents that can provide tracking information, estimate delivery times, and give updates on delays or issues. Customer requests for returns, exchanges, and refunds can also be managed, and agents can also guide customers through related policies and processes, Salesforce says. 

Agentforce agents can be used to provide support with modifying orders, including changes to delivery dates, order details, and cancellations. Agents can also help with customer and vendor inquiries about delivery logistics, scheduling deliveries, and addressing issues with lost or delayed shipments.  Inquiries about stock levels, availability, and product details can also be addressed. 

2. Providing Information About Products and Services

Agents can also be used to address customer inquiries about product specifications and features, along with pricing, discounts, and promo offers. Salesforce boasts that their agents can even answer questions about reseller pricing and any promotions – while “proactively encouraging” sales.

They can also recommend and compare products, and propose products that might go well with what customers are already buying. Information about warranty coverage, repair services, service intervals, maintenance details, and general product support can also be provided, Salesforce says. 

3. Financial and Transactional Support

Salesforce says that Agents can be used to help customers with billing, payment methods, invoice discrepancies, and payment status issues. Loan and credit inquiries can even be addressed – including loan status, credit card issues, interest rates, repayment options, and current promotions. 

Agentforce is also said to be able to help resolve transaction disputes and billing errors, manage fraud-related concerns, and reimburse customers for billing discrepancies. Warranty claims can be evaluated, and claim legitimacy can be managed. The verification of warranty validity can also be automated, according to Salesforce.

4. Technical Support and Troubleshooting

Agents can provide support for technical issues related to software and systems like login problems, API errors, or malfunctions.

Problems with product features can be resolved, and agents can offer maintenance tips and address potential malfunction issues. Inquiries related to service disruptions, connectivity problems, and network outages can also be managed, with agents offering resolution steps and real-time updates.

Help with setup, installation, and configuration of products can also be provided, and agents can provide steps for first-time installations or system updates.

5. Responding to Common Queries

Agents can help with automated responses to common queries, repetitive tasks like password resets, and simple service requests to reduce manual workload, Salesforce says. 

Customers and reps can be given quick access to knowledge articles, FAQs, training materials, and relevant documentation. Campaigns and content based on existing knowledge can also be created with the help of Agentforce.

6. Account and Membership Management

Salesforce says their flagship AI product, Agentforce, can help with managing memberships, including renewals, pricing, and cancellations. Agents can also support customers with account settings, login issues, and profile updates.

7. Scheduling and Appointment Management

Scheduling, rescheduling, and cancellation of service appointments can also be handled by Agents while “optimizing employee schedules”, according to Salesforce.

Bookings and reservations for restaurants, hotels, travel, and events can be made through agents. Appointments and sales meetings can also be handled through the new technology. 

8. Connection to Humans

Salesforce says that their agents can transition customer inquiries to human reps and “direct conversations for sensitive assistance”.

Customer dissatisfaction can also be identified, addressed, and escalated based on sentiment analysis and keyword identification. Safety-related inquiries can be “quickly managed” and escalated to human reps, the cloud giant says. 

Final Thoughts 

While the sky may very much be the limit when it comes to implementing autonomous agents, it helps to know some more specific tasks they can be built to handle. 

Members of the Salesforce ecosystem may be tempted to speculate about the far-reaching consequences agents may have – not just in the workplace, but human civilization as a whole. But it’s also important to think about simple day-to-day tasks which can be made easier through the implementation of AI – something that is already becoming a reality. 

The Author

Henry Martin

Henry is a Tech Reporter at Salesforce Ben.

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