Spoiler alert: Data and Processes come first. Salesforce Agentforce is a game-changing AI innovation, designed to revolutionise how businesses deliver customer service, manage operations, and drive sales. By integrating deeply into the Salesforce ecosystem, Agentforce promises powerful automation, increased efficiency, and personalised customer interactions at scale. However, as promising as this technology is, its success isn’t guaranteed by implementation alone. At Sirocco, we believe that before businesses can fully harness the transformative power of Agentforce, they must first lay the right foundations – starting with high-quality data and streamlined processes. Without these critical elements, even the most advanced AI tools risk underperforming. A poor-quality data strategy and architecture can lead to misguided decision-making, even for advanced LLMs. Disorganised workflows will equally prevent AI from functioning effectively. The true potential of Agentforce can only be realised when businesses prioritise data integrity and process optimisation. That’s where Sirocco comes in. We ensure that your data and workflows are ready, allowing you to reap the full benefits of this innovative solution.
Dreamforce’s Agentforce announcement(s)
We’re still in awe after Dreamforce’s keynote “Humans with Agents Drive Customer Success Together”. There was also an Agenforce-specific session on day two of the event (if you haven’t seen it yet, access it here via Salesforce+). Salesforce Agentforce promises to be a cutting-edge AI solution designed to revolutionise customer service, sales, and business operations. By enabling businesses to build customisable, AI-powered agents, Agentforce enhances operational efficiency, boosts customer satisfaction, and reduces costs through seamless automation and personalisation. Unlike other AI solutions, Agentforce’s deep integration within the Salesforce ecosystem leverages trusted CRM data and human expertise to deliver a holistic customer experience. However, we believe that for businesses to reap these rewards, success with Agentforce hinges on having the right data and processes in place — both of which Sirocco can assist you with. Let’s see what it takes to make the most of Agentforce then.
We have learnt that at the core of Agentforce is its powerful combination of AI and natural language processing, deeply integrated into Salesforce’s CRM. We heard about a reasoning engine that needs tons of data for context (customer data, policies, instructions, etc.) to take appropriate action. Unlike general-purpose AI, Agentforce agents are built with industry-specific knowledge, providing context-aware and personalised customer interactions across channels like web, mobile, and social media. Salesforce reports that businesses that are piloting Agentforce see a 40% reduction in response times and a 25% improvement in customer satisfaction. These impressive gains stem from Agentforce’s ability to autonomously resolve routine queries while intelligently escalating complex cases to human agents. With Agentforce, businesses can deliver consistent, timely support at scale, ensuring customer issues are addressed rapidly and effectively. This unique combination of AI efficiency and human oversight is what sets Agentforce apart in the AI space. The way Salesforce describes it is this “Agentforce is how humans with AI drive customer success together, equips organizations with autonomous agents that boost scale, efficiency, and satisfaction across service, sales, marketing, commerce, and more.”
Salesforce Einstein Copilot vs. Agentforce Agents
And yes, the terminology can be confusing. Salesforce Copilot and Salesforce Agentforce Agents are both AI-powered tools designed to enhance productivity and efficiency within the Salesforce ecosystem. However, they serve distinct purposes and have different capabilities. While Salesforce Copilot is a helpful companion for users within the Salesforce platform, Salesforce Agentforce Agents are more advanced, capable of performing tasks autonomously and potentially revolutionizing how work is done within the Salesforce ecosystem. Agentforce is considered a Salesforce Copilot upgrade, even a replacement. But they currently co-exist.
Salesforce Copilot
- Purpose: Primarily designed to assist users within the Salesforce UI.
- Functionality: Provides suggestions, summarizes information, and generates content based on the context of the user’s work.
- Examples: Suggesting email responses, summarizing customer interactions, or drafting meeting notes.
Salesforce Agentforce Agents
- Purpose: More autonomous and capable of performing tasks independently.
- Functionality: Can take actions within Salesforce without direct user intervention, such as creating records, updating data, or triggering workflows.
- Examples: Automatically qualifying leads, scheduling meetings, or following up with customers.
Key differences (as we understand them) at a glance:
| Feature | Salesforce Copilot | Agentforce Agent |
| Autonomy | Primarily assists users | Can act independently |
| Tasks | Suggests & supports tasks | Can perform tasks |
| Scope | Within the Salesforce UI | Can interact with other systems |
Without data strategy, no AI strategy
Circling back to what you need to ensure to make AI agents for your business, Agentforce’s AI is only as effective as the data it relies on and learns from. Salesforce emphasises that the quality, relevance, and accessibility of data are critical to ensuring optimal AI performance. Agentforce can access and integrate data from multiple sources through Salesforce’s Data Cloud, offering a complete view of customers and processes. Still, the success of these AI agents depends on having accurate and up-to-date data at their disposal. Data quality determines whether Agentforce agents can deliver accurate and context-rich responses. If the underlying data is inconsistent, outdated, or incomplete, the AI may “hallucinate” responses, leading to poor customer experiences or incorrect information being provided.
We believe Sirocco’s role in ensuring your data is AI-ready is pivotal. We implement robust data governance practices to eliminate inconsistencies, duplicates, and inaccuracies, ensuring the data flowing through your systems is reliable, accessible, and actionable. Whether you’re dealing with customer data or operational workflows, we’ll ensure your business is equipped with clean, usable data, allowing Agentforce to deliver accurate, high-quality outputs every time. Businesses that ensure their data is high-quality, accessible, and up-to-date will see the best results from Agentforce, with fewer errors, better customer experiences, and maximised returns.
Processes are (still) powering automation
Agentforce excels at automating tasks, but the real transformation lies in optimising the underlying processes. Implementing AI without refining your workflows is like driving a race car with a misaligned engine. At Sirocco, we know that true success requires more than just automation, it demands a foundation of clear, adaptable, and efficient processes. Here are some of our recommended steps:
Process Assessment
Before any AI solution is implemented, businesses need to assess their current workflows. This means evaluating interdepartmental workflows, identifying bottlenecks, and understanding where inefficiencies lie. Sirocco conducts comprehensive process assessments, collaborating with stakeholders to map out every task and interaction. This ensures a clear operational framework for Agentforce to seamlessly integrate into, enabling businesses to identify what tasks should be automated and what needs re-engineering.
Process Development
Once we’ve mapped the existing workflows, we refine and redesign these processes to ensure they are not only more efficient but also adaptable. At the heart of this effort is clarity. Convoluted workflows can confuse AI agents, leading to inefficiencies or inaccurate outputs. Our process development ensures that every task is well-documented, with clear responsibilities and streamlined communication. Our aim is to reduce redundancies and maximise efficiency so your AI agents can perform their tasks accurately and effectively without being held back by disorganised workflows.
Process Improvement
The ability to adapt is essential. Sirocco designs workflows that are flexible, ensuring your business can adjust quickly to new data, evolving customer needs, and changing market demands. By embedding flexibility into your processes, you can adapt to new challenges – from product launches to changes in customer behaviour – without losing momentum. Additionally, measurability is a critical factor in process improvement. Together we develop key metrics at each stage of your workflows to track performance and success. Whether it’s tracking case resolution times or measuring customer satisfaction, let’s ensure your processes continuously improve over time.
We believe that true innovation is not a one-time event but an ongoing journey. With Agentforce, automation is just the beginning. By continuously refining processes, tracking performance, and adapting to new challenges, your business can unlock the full potential of AI, staying competitive and agile. Success comes from the synergy of advanced technology and optimised operations, and Sirocco is here to guide you through every step of that transformation!
Industry predictions: the future of Agentforce and other AI Agents
With the announcement just days ago, specific Agentforce predictions are tricky. However, the wider AI-driven CRM market is certainly set for explosive growth, with experts foreseeing substantial advancements in the coming years. According to Gartner, by 2025, 80% of customer service and support organizations will be leveraging generative AI technologies, like Salesforce’s Agentforce, to drive efficiency and improve customer satisfaction. This AI revolution is expected to automate repetitive tasks, provide more personalized customer interactions, and support decision-making with advanced predictive analytics. Gartner also notes that businesses integrating AI into their service operations could see up to 30% cost reductions due to increased operational efficiencies. Analysts predict that the global AI in customer service market will grow from $5.8 billion in 2022 to $20.5 billion by 2026, driven by increased demand for automation and more personalised customer experiences. This means AI solutions, like Agentforce, will continue to be a cornerstone in digital transformation, offering not just immediate benefits like faster response times but long-term value through data-driven insights and predictive capabilities.
As technology continues to evolve, advancements in natural language processing and machine learning will likely make AI agents more intuitive, able to handle increasingly complex customer (and employee!) queries and offer deeper personalisation. Forrester anticipates that next-gen AI agents will be able to autonomously handle 50% of customer inquiries by 2027, reducing the reliance on human agents for routine tasks while enhancing their roles in more complex problem-solving and strategic initiatives.
What are other CRM players doing?
Beyond Salesforce, HubSpot is also developing its own AI agents (check out HubSpot Breeze) focusing on enhancing user experience through better automation and personalization. Microsoft, on the other hand, offers AI-powered solutions through its Dynamics 365 suite. The platform integrates AI-driven insights for customer service and marketing, similar to Salesforce’s approach, with the use of Azure AI and Copilot to enhance customer engagement, generate predictive analytics, and improve agent productivity. These moves by key platforms like Salesforce, HubSpot, and Microsoft show a clear industry-wide trend towards embedding AI across CRM solutions to automate workflows, generate insights, and augment human agents, creating a more integrated and efficient experience for businesses and customers alike. Exciting times ahead!
Partnering with Sirocco for AI-powered success
As we have seen, maximising the value of Agentforce requires more than just access to top-notch technology – it demands expertise in data governance and process optimisation. Sirocco has a wealth of experience in helping businesses like yours successfully implement Salesforce and other AI-powered SaaS platforms. Please also see our Agentforce product page that we will keep updating as we learn more and get closer to GA date.. Our services include:
- Data Management: Ensuring clean, accurate, and accessible data.
- Process Optimisation: Streamlining workflows to maximise efficiency and adaptability.
- Custom Development: We’ll help you tailor AI agents to your specific needs.
- Ongoing Support: Offering continuous support and improvements as your business evolves.
Salesforce Agentforce represents a new era of AI-powered business transformation. With the right data and optimised processes, Agentforce can deliver exceptional results in customer satisfaction, efficiency, and cost savings. By partnering with Sirocco, you’ll ensure that your implementation is successful, scalable, and future-proofed for long-term success. Ready to unleash the full potential of AI in your business? Contact Sirocco today to see how we can help you succeed with Agentforce.
