What does Agentforce solve?
Agentforce is designed to address the growing need for businesses to streamline customer interactions, sales processes, and service management. Whether your team is bogged down by repetitive tasks or you need faster, smarter customer service solutions, Agentforce provides the tools to create custom, purpose-built AI agents. These agents can autonomously handle everything from managing leads and customer queries to data-driven sales actions, freeing up your human resources to focus on higher-value work. Agents can either be autonomous or assistive.

Who is it for?
From sales teams to customer service departments, operations and marketing, Agentforce is ideal for businesses looking to automate workflows across their organisation without sacrificing personalisation or efficiency. It’s a powerful tool for industries across the board, including retail, healthcare, financial services, and manufacturing. With a low-code interface, Agentforce makes it easy for business users and IT teams alike to build and deploy intelligent agents, ensuring rapid adoption and minimal technical barriers.

What does it take to make it successful?
To truly maximise the potential of Agentforce, success hinges on having well-organised data, clear processes, and a commitment to embracing AI-driven transformation. At Sirocco, we offer hands-on workshops that allow your teams to experiment with the Agentforce suite, understand its capabilities, and tailor it to your business needs. Moreover, the support of Salesforce’s partner network – featuring industry leaders like IBM, Google, and Workday – means that custom agents can integrate with your existing systems, further amplifying the impact on your bottom line. See also our previous post: https://www.siroccogroup.com/salesforce-agentforce-blog/

Why Agentforce, why now?
3 out of 4 consumers expect a seamless, personalised experience across channels, which means businesses can no longer afford manual inefficiencies. Agentforce helps companies meet these expectations by turning AI into an actionable asset. According to recent research, businesses implementing AI-driven agents report a 30% boost in efficiency and up to 20% improvement in customer satisfaction. We would love to discuss your options with you! If you want to see how Agentforce works, take a look at this recording. Salesforce also recently published this AI myth-buster article.

Good to know:

Einstein Trust Layer

Salesforce AI agents are integrated with the “Einstein Trust Layer”, a secure AI architecture natively built into Salesforce. Designed for enterprise security standards, the Trust Layer lets you benefit from generative AI without compromising your customer data and uses trusted data to improve generative AI responses.

• Data grounding: The Trust Layer ensures that generative prompts are grounded and enriched in trusted company data.
• Zero-data retention: Your data is never retained by a third-party LLM provider.
• Toxicity detection: Potentially harmful LLM responses are detected and flagged.
• AI monitoring: AI interactions are captured in event logs, giving you visibility into the results of each user interaction.

Data masking through the Einstein Trust Layer is disabled to improve agents’ performance and accuracy. All data accessed by agents, including personally identifiable information (PII), is protected in transit and isn’t stored or used for training purposes by external LLM providers as part of our strict zero-data retention policy.

AI Guardrails

The Agentforce platform includes ethical guardrails to minimize AI hallucinations and security guardrails to prevent threats and malicious attacks, such as prompt injections. For more granular control, use agent topic instructions to create boundaries, set context, and define agent behaviour. You can modify the instructions for a standard agent topic, or you can create a custom topic from scratch. Different agent types can have their own settings and guardrails to define agent behaviour. For example, the Agentforce Service Agent (ASA) uses topic instructions to determine when to escalate a conversation from the AI agent to a service rep.

Reasoning Engine

AI agents excel through their advanced reasoning abilities, which are similar to human thinking. The Agentforce “Atlas” Reasoning Engine acts as the agent’s core, employing sophisticated retrieval-augmentation-generation (RAG) to analyze information and determine optimal actions for various tasks. RAG selectively applies language models to enhance query precision, retrieving relevant knowledge and evaluating response quality. The reasoning engine operates within security protocols, preventing proprietary data leaks and enforcing rules against bias and toxicity. When needed, agents escalate sensitive tasks to humans, providing summaries and recommendations for resolution. Read more about “Atlas” on Salesforce’s blog here.

Agentforce is an innovative conversational automation solution that can make intelligent, proactive decisions at scale with minimal human input. Several key advancements enable this functionality:

• One such advancement is the use of ReAct prompting instead of the Chain of Thought (CoT) technique. Through extensive testing, ReAct has proven more effective by allowing the system to loop through reasoning, action, and observation until a user goal is achieved. This results in a more natural, fluid conversational experience and ensures that the system can adjust to new information and ask clarifying questions when needed.

• Another key development is topic classification, which maps user inputs to relevant topics that contain instructions, business policies, and actions needed to fulfill requests. This allows the system to scale effectively, with natural language instructions providing guidance and helping the system stay aligned with business policies. This mechanism enables the safe execution of thousands of actions.

• Additionally, the system now uses large language models (LLMs) for responses, rather than being restricted to action outputs. This opens up the system to richer conversations, with users able to ask for clarifications and follow-up questions, increasing goal fulfilment rates.

• Finally, prompting LLMs to share their reasoning helps prevent hallucinations and provides transparency into the system’s behaviour. This feature allows for better fine-tuning and builds trust with users, as admins can review and adjust the agent’s decision-making processes.

Why partner with Sirocco Group?

Agents are goal-oriented, autonomous AI assistants that perform tasks and business interactions. They can initiate and complete a sequence of tasks on behalf of a Salesforce user, handle natural language conversations, and securely provide relevant answers drawn from business data. Agents also adapt and improve with each interaction. At Sirocco, we bring deep expertise in Salesforce solutions, paired with a proven track record in automating and optimising business processes across industries. Our team of certified professionals understands that true digital transformation requires more than just powerful technology – it demands tailored strategies and agile methodologies that drive long-term success.

By partnering with Sirocco, you gain a trusted advisor who works alongside your team, offering hands-on workshops, process assessments, and custom solutions that ensure Agentforce is integrated seamlessly into your operations. We have experienced and certified AI & Data consultants. With our scalable, security-first approach, we ensure that your AI-driven agents not only automate tasks but also enhance your business outcomes through smarter decision-making and more efficient workflows. To see our other Salesforce product offerings, please visit our Salesforce Partner Profile.