Latest news with #AtlasReasoningEngine
Arabian Post
28-04-2025
- Business
- Arabian Post
Salesforce Unveils Agentforce at GITEX Africa, Pioneering AI-Driven CRM Evolution
Salesforce has introduced its autonomous AI platform, Agentforce, at GITEX Africa 2025 in Marrakech, Morocco, marking a significant advancement in customer relationship management technology. This launch underscores Salesforce's commitment to integrating artificial intelligence into business operations across the African continent. -Powered, Data-Driven Customer Relationship Management – Voxafrica, Salesforce Soars at GITEX Africa: Unveiling Artificial Intelligence -Powered, Data-Driven Customer Relationship Management ) Agentforce is designed to enhance efficiency and customer satisfaction by automating tasks in service, sales, marketing, and commerce. At the core of this platform is the Atlas Reasoning Engine, which enables AI agents to analyze data, make decisions, and execute tasks with minimal human intervention. This system allows organizations to build, customize, and deploy AI agents quickly using low-code tools, streamlining operations and reducing the need for extensive programming knowledge. Marc Benioff, Chair and CEO of Salesforce, emphasized the transformative potential of Agentforce, stating that it represents a new era of intelligent agents that actively drive customer success. He highlighted the platform's ability to integrate AI across various workflows, enhancing customer interactions and business growth. The platform's capabilities were demonstrated at GITEX Africa, where attendees experienced firsthand how Agentforce can personalize customer interactions and build lasting loyalty. Salesforce's booth showcased the Data Cloud platform, which connects and harmonizes customer data in real-time, providing a comprehensive view of customer needs and behaviors. -Powered, Data-Driven Customer Relationship Management ) Omar Oualif, Regional Sales Director for Africa at Salesforce, noted that GITEX Africa provided an ideal venue to showcase how AI, data, CRM, and trust are revolutionizing businesses across the continent. He highlighted the platform's potential to drive growth and success in Africa's rapidly expanding markets. -Powered, Data-Driven Customer Relationship Management , Salesforce Soars at GITEX Africa: Unveiling Artificial Intelligence -Powered, Data-Driven Customer Relationship Management – Voxafrica) Agentforce's integration with existing Salesforce platforms, including Slack, allows for seamless deployment across various business functions. The platform also features a Partner Network, enabling customers to deploy pre-built agents and utilize agent actions from partners like Amazon Web Services, Google, IBM, and Workday. Companies such as OpenTable, Saks, and Wiley have already adopted Agentforce, reporting significant improvements in customer service efficiency and case resolution rates. For instance, Wiley has seen over a 40% increase in case resolution by leveraging Agentforce to handle routine inquiries, allowing human agents to focus on more complex cases. Salesforce's participation in GITEX Africa also included panel discussions on 'Trusted AI & Ethics in Africa,' addressing critical issues surrounding AI development and deployment, with a focus on ethical considerations and preventing information manipulation. -Powered, Data-Driven Customer Relationship Management –
Tahawul Tech
22-04-2025
- Business
- Tahawul Tech
Salesforce brings Agentic AI to the Field Service Sector
Surging demand is pushing field service teams to the limit. Inefficient scheduling is the #1 time drain on field service teams, and skilled tradespeople and technicians waste nearly an entire workday a week on administrative work — time that should go toward hands-on repairs and customer service. Meanwhile, experienced workers are retiring faster than new talent is entering the field, creating a growing gap in service coverage. That's why Salesforce is launching Agentforce for Field Service — the digital labour platform built for field service that augments dispatchers and technicians with trusted AI agents to eliminate scheduling bottlenecks and tackle routine, time-consuming tasks. Agentforce integrates seamlessly into existing data systems and user interfaces, autonomously scheduling appointments, assisting with filling schedule gaps, troubleshooting in real time, and summarizing job reports — so teams can complete jobs faster, reduce truck-rolls, and serve more customers better than before. And with audio playback and natural language voice commands, field technicians can conveniently interact with Agentforce and consume information while on the move — boosting productivity, safety, and response times. How it Works: Agentforce for Field Service helps companies with in-the-field workers quickly and securely deploy AI agents that can execute tasks proactively or in the flow of work. This agentic AI technology uses pre-built topics and actions and is underpinned by Data Cloud, Salesforce's hyperscale data engine that unifies structured and unstructured data — such as a customer's service history, external product catalogues, or connected asset insights — to ground Agentforce's responses in accurate and timely information. The Atlas Reasoning Engine, the 'brain' behind Agentforce that mimics or even surpasses human thinking, then converts this raw data and metadata into intelligent actions. What it is: Agentforce for Field Service enables businesses across any industry, and works with Salesforce's industry clouds such as Manufacturing Cloud, Energy & Utilities Cloud or Communications Cloud, to: Schedule appointments: Onsite service appointments take an average of 17 minutes to schedule, 15 minutes to change, and 12 minutes to cancel. Now, customers can engage Agentforce on-demand 24/7, in natural language via web or messaging channels to schedule, reschedule, or cancel service appointments in less than five minutes. Agentforce will understand the job type from the context of the conversation and create a Work Order and corresponding Service Appointment. The AI agent will then query possible technicians based on location and skills required, take into account any constraints communicated by the customer in real time, and offer the best available time slots. It can then add the service appointment to the schedule and finalize the booking — all without human involvement. Onsite service appointments take an average of 17 minutes to schedule, 15 minutes to change, and 12 minutes to cancel. Now, customers can engage Agentforce on-demand 24/7, in natural language via web or messaging channels to schedule, reschedule, or cancel service appointments in less than five minutes. Agentforce will understand the job type from the context of the conversation and create a Work Order and corresponding Service Appointment. The AI agent will then query possible technicians based on location and skills required, take into account any constraints communicated by the customer in real time, and offer the best available time slots. It can then add the service appointment to the schedule and finalize the booking — all without human involvement. Resolve schedule gaps: When gaps appear in the schedule due to cancellations, no-shows, or early job completions, Agentforce can now help dispatchers adjust with speed and precision. Leveraging the Salesforce Field Service optimization engine, Agentforce considers key data points — such as job duration, available parts, and traffic data — to identify the best possible appointments that deliver on key business objectives, such as meeting SLAs or avoiding overtime. The dispatcher can then choose from these options and quickly update the schedule to keep operations running smoothly. When gaps appear in the schedule due to cancellations, no-shows, or early job completions, Agentforce can now help dispatchers adjust with speed and precision. Leveraging the Salesforce Field Service optimization engine, Agentforce considers key data points — such as job duration, available parts, and traffic data — to identify the best possible appointments that deliver on key business objectives, such as meeting SLAs or avoiding overtime. The dispatcher can then choose from these options and quickly update the schedule to keep operations running smoothly. Listen and work on the go: With Pre-Work Brief playback, a technician can listen to an Agentforce-generated summary of the work order, enabling them to arrive at a job site fully informed. Additionally, iPhone users can talk to Agentforce through a Siri shortcut, which will open the AI agent in the Field Service mobile app and initiate any request it's been set up to do, such as surface information, draft a post-work summary, or schedule a follow-up appointment. With Pre-Work Brief playback, a technician can listen to an Agentforce-generated summary of the work order, enabling them to arrive at a job site fully informed. Additionally, iPhone users can talk to Agentforce through a Siri shortcut, which will open the AI agent in the Field Service mobile app and initiate any request it's been set up to do, such as surface information, draft a post-work summary, or schedule a follow-up appointment. Troubleshoot issues onsite: When a technician asks Agentforce for troubleshooting help in the Field Service app, the agent will query relevant structured data such as product manuals, similar repairs, and sensor data, and unstructured data, such as previous chats and emails, to formulate a response. But instead of returning a long summary of steps that are hard to follow, Agentforce will guide the technician through each step in a back-and-forth dialogue and can adjust its responses by understanding the context of the conversation or analysing photos, improving first-time-fix rates. When a technician asks Agentforce for troubleshooting help in the Field Service app, the agent will query relevant structured data such as product manuals, similar repairs, and sensor data, and unstructured data, such as previous chats and emails, to formulate a response. But instead of returning a long summary of steps that are hard to follow, Agentforce will guide the technician through each step in a back-and-forth dialogue and can adjust its responses by understanding the context of the conversation or analysing photos, improving first-time-fix rates. Wrap-up jobs: At the end of each service appointment, Agentforce can assist with drafting a comprehensive Post-Work Summary report by pulling in data collected by the technician throughout the job. Once drafted, the technician can use natural language to instruct Agentforce to refine the summary by adding additional information or changing what was summarized. Agentforce can understand the meaning behind the request and rewrite the summary, making changes based on the user's input but leaving the rest of the summary unchanged. In the field: With Agentforce for Field Service, businesses across critical sectors like manufacturing, energy and utilities, consumer home services, and technologies can better support their in-the-field workers and customers: An HVAC manufacturer can now autonomously manage preventative maintenance visits. When an AC or heating unit hits a usage or performance threshold, Agentforce for Field Service can automatically notify the customer via SMS and offer a service appointment, and work with them using natural human language to find the best day and time for the repair. can now autonomously manage preventative maintenance visits. When an AC or heating unit hits a usage or performance threshold, Agentforce for Field Service can automatically notify the customer via SMS and offer a service appointment, and work with them using natural human language to find the best day and time for the repair. A hardware company managing thousands of installation and repair appointments can use Agentforce for Field Service to intelligently resolve schedule gaps due to last-minute cancellations. Dispatchers can engage with Agentforce directly from their dispatch console to fill technician's schedules with appointments that are optimised for location, time, and skill. managing thousands of installation and repair appointments can use Agentforce for Field Service to intelligently resolve schedule gaps due to last-minute cancellations. Dispatchers can engage with Agentforce directly from their dispatch console to fill technician's schedules with appointments that are optimised for location, time, and skill. A communications service provider (CSP) technician can use Agentforce for Field Service to troubleshoot a network issue onsite. Agentforce can adjust its guidance based on what the technician has already tried, analyse photos provided by the technician to determine if something was incorrectly installed, and walk them through how to fix the issue. (CSP) technician can use Agentforce for Field Service to troubleshoot a network issue onsite. Agentforce can adjust its guidance based on what the technician has already tried, analyse photos provided by the technician to determine if something was incorrectly installed, and walk them through how to fix the issue. A roadside assistance company technician can use Agentforce for Field Service to get up to speed on their way to help a customer who has broken down on the side of the road. Agentforce can share what service is likely needed, provide a vehicle description, and alert the technician to potential hazards while en route. Once onsite, they can use voice commands to get troubleshooting support from Agentforce. technician can use Agentforce for Field Service to get up to speed on their way to help a customer who has broken down on the side of the road. Agentforce can share what service is likely needed, provide a vehicle description, and alert the technician to potential hazards while en route. Once onsite, they can use voice commands to get troubleshooting support from Agentforce. A power utility's lineworkers can wrap up jobs more efficiently by tasking Agentforce for Field Service with generating summaries of their work orders based on the forms completed by the technician and the troubleshooting steps taken onsite. The lineworker can then give Agentforce feedback to refine the summary and save it to the corresponding work order. 'Agentforce for Field Service redefines how work gets done in critical industries like manufacturing, telecommunications, utilities, and consumer home services. Powered by data and intelligence, this is a massive leap in AI innovation that tackles the inefficiencies that plague field workers today, solving the pain of back-and-forth scheduling while giving field reps the power to make context-aware decisions and handle real-world nuances more effectively. This is just the beginning of a labour revolution where digital and skilled workers together will enable better, faster service, increased customer satisfaction, and accelerated growth across the field service sector'. — Taksina Eammano, EVP & GM of Field Service, Salesforce. Image Credit: Salesforce
Tahawul Tech
17-03-2025
- Business
- Tahawul Tech
How will Agentic AI ease healthcare's workforce crisis?
Healthcare professionals are driven by a deep commitment to their patients, always striving to deliver top-notch care. Their dilemma? Healthcare workers are inundated with paperwork, according to new research from Salesforce, with 87% admitting they work late each week just to finish their administrative duties. This laborious work, as one might imagine, takes them away from time spent with patients. It also contributes to job burnout, a major concern as the industry faces painful turnover. What's more, the U.S. healthcare system averages $1 trillion in administrative spending annually, representing roughly 20% to 30% of total healthcare expenditure in the country. But the days of wasteful expenditures, overworked staff, and suboptimal patient care may soon be coming to an end. As fate would have it, healthcare institutions stand to be major beneficiaries of agentic AI, as it can be the transformative tool used to completely rewire their industry. Take these three different healthcare trailblazers, for example, who are using Agentforce — the agentic layer of the Salesforce Platform — to reimagine the future of the healthcare industry with digital labour. Transcend works to reimagine telehealth An innovator in the wellness industry, Transcend provides telehealth diagnostics and treatment plans to support health and fitness goals. They target root causes with scientific solutions that are customized to individual patient needs. As demand for remote health grew, especially over the pandemic, Transcend experienced a surge in client enrollment. Service reps found themselves multitasking far too often — handling orders, inputting data, and navigating multiple platforms to retrieve client information from various systems. The patient spike also took away from the white-glove approach they were accustomed to providing. The provider quickly decided it needed a new, technology-driven approach to its operations and care. The Agentforce benefit: With Agentforce, Transcend will be able to meet demand 24/7 support with a limitless digital workforce. Its new agent-first approach will help its medical care clients start care immediately and keep up with it easily. Patients will be able to get immediate answers around a new treatment instead of waiting weeks to get a question answered in an appointment with their practitioner. Agentforce will help Transcend provide a premium, concierge-level experience that their clients expect. Taking action: Always-on agents will also help Transcend differentiate itself from competitors by providing convenient customer service. For example, existing clients can immediately search for medication and text Agentforce with any questions as they begin their treatment. Powered by the Atlas Reasoning Engine — the brain behind Agentforce — the AI agent reviews data, surfaces insights, and takes action in real time. Once treatment begins, daily communication with a wellness concierge via SMS is facilitated. When clients ask about a drug interaction, for example, Agentforce will automatically validate information, such as dosage or lab results, to ensure it meets safety standards. From there, Agentforce will connect them with Transcend's wellness experts. In the past, this process was done manually and could slow client care. But Agentforce will soon take action on eligibility confirmation, autonomously verifying if a client qualifies for a service or treatment by reasoning across all of this data. With Agentforce, Transcend expects to improve response times by an estimated 30% and support more clients, faster. 'Agentforce will enhance Transcend's customer support, improving efficiency and making it easier for more people to access treatment', said Brian Glass, Chief Information Officer of Transcend. Precina Health dials in on specific treatment Precina Health is another provider using Agentforce to improve the level of care it's able to offer, especially for patients with type 2 diabetes. They do this through daily personalised support, targeting lifestyle factors like diet, exercise, and habits to improve outcomes faster. The Agentforce benefit: With the prevalence of diagnosed diabetes increasing across all age groups from 2021-2023, Precina needed scalable infrastructure to expand its diabetes care model. With Agentforce, the healthcare provider is now able to automate outreach, scale check-ins, and deliver life-changing care for improved outcomes. Supported by the agentic layer of the Salesforce Platform, Precina revolutionises how the company delivers diabetes care. And by automating routine tasks and enabling 24/7 support, Agentforce frees providers to focus on high-impact intervention, while saving Precina an estimated $80,000 per year in administrative load. Taking action: Instead of a patient waiting months for a clinical visit to adjust a medication dose or review a new dietary habit, Agentforce works behind the scenes, tapping into Salesforce Health Cloud and Data Cloud to instantly access their medical records, lab results, and prescription history. It then uses that data — securely and in compliance with HIPAA standards — to deliver tailored suggestions, recommend incremental lifestyle changes, and even coordinate prescription refills. Agentforce will also expand payer coverage with autonomous outreach and allow Precina to train and coach clinicians faster and more cost-effectively. A new age of healthcare Transcend and Precina Health chose Agentforce as their digital labour platform because it's deeply integrated with Health Cloud and Data Cloud, a hyperscale data platform built directly into Salesforce that provides access to critical company data and metadata. Using Agentforce, these healthcare leaders can seamlessly manage key processes from medication checks and pricing approvals to eligibility confirmation and even scheduling, allowing them to focus their attention on providing personalised support where it matters most, driving better outcomes for their patients. For more on the future of healthcare, discover Agentforce for Health. Image Credit: Salesforce
