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Unify Knowledge Sources to Drive AI-Powered Service
Increase case deflection with intelligent service experiences fueled by your knowledge base. Learn how new generative AI and knowledge innovations deliver faster time to value.
Important: This session is first come, first seated. You do not have a reserved seat.

, Director, Product Marketing, Salesforce

, VP, Product and GTM Technology, Unity

, Solution Engineer, Salesforce

, Director, Product Management, Salesforce

, Head of Product and Architecture, Unity

Role: Service
Product: Agentforce Service
Topic: Artificial Intelligence
Session Level: Beginner
Session Type: Breakout
  • Tuesday, Sep 171:45 PM - 2:30 PM PDT
    (8:45 PM - 9:30 PM GMT)
    Moscone West, L3, Room 3022
Session Summary by Einstein: The recent Salesforce conference showcased the transformative potential of unified knowledge management for AI-powered customer service, with demonstrations of practical applications and customer success stories. Emphasis was placed on the seamless integration of knowledge from various sources, including Google Docs, Confluence, and Salesforce Knowledge, into a unified knowledge base accessible via Salesforce's Service Cloud. The integration enables both customers and service reps to receive contextually relevant and accurate generative AI-driven answers, streamlining the service process and enhancing overall efficiency. Additionally, the introduction of Agentforce, a generative AI service agent, promises to provide empathetic and brand-aligned customer interactions, significantly reducing the workload on service representatives and potentially lowering operational costs.
Key Takeaways by Einstein:

• Unified knowledge management allows for the consolidation of disparate knowledge sources into a single Salesforce knowledge base, improving service rep efficiency and customer self-service capabilities.

• Agentforce, Salesforce's generative AI service agent, can autonomously handle customer queries with empathy and precision, adhering to brand guidelines and knowledge grounding.

• Future enhancements include multilingual support and region-specific content curation, aiming to personalize the customer experience further and address the needs of global companies like Hilton.

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Salesforce Developer, IBM