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Keynote: Humans with AI Agents Deliver Effortless Service
Collaborate with your new AI agent from first contact to final resolution on any channel. Explore our innovations on the most complete platform from self-service to the contact center to the field.
Important: This session is first come, first seated. You do not have a reserved seat.

, Chief Digital Officer, Fisher & Paykel Appliances

, EVP & GM, Field Service, Salesforce

, SVP, Global Customer Success, OpenTable

, VP, Product Marketing, Salesforce

, Director, Product Marketing, Salesforce

, EVP & GM, Service Cloud, Salesforce

Role: Operations, Service
Product: Agentforce Field Service, Agentforce Service
Topic: Artificial Intelligence
Session Level: Beginner
Session Type: Keynote
  • Wednesday, Sep 1811:00 AM - 11:50 AM PDT
    (6:00 PM - 6:50 PM GMT)
    Moscone South, LL, Keynote Room
Session Summary by Einstein: At the recent Salesforce conference, the transformative impact of AI in customer service was a central theme, highlighting a pivotal moment for service leaders to leverage AI agents for groundbreaking automation and efficiency. The Service Cloud keynote emphasized AI agents' capabilities to reason and orchestrate actions, delivering a significant leap in service deflection and resolution rates, with enterprises witnessing up to a 70% improvement within three months. This advancement represents a 5X increase in efficiency in 75% less time, underscoring the potential for AI to revolutionize customer service. The session also introduced the complete AI agent service platform, Service Cloud, which integrates AI agents and human service seamlessly across all service types and channels, powered by Data Cloud and Agentforce, offering 24/7 availability and the potential for substantial cost savings and productivity boosts.
Key Takeaways by Einstein:

• AI agents in customer service have evolved to combine reasoning and action-taking abilities, offering unprecedented automation that can result in 50 to 70% improvement in issue deflection and resolution.

• Service Cloud now features a complete AI agent service platform that merges the nuance of human judgment with AI capabilities, providing comprehensive service solutions across all channels and industries.

• The introduction of Agentforce as part of the Service Cloud platform unifies data and reasoning with actionable capabilities, creating a virtuous loop from data to action that significantly enhances customer service efficiency.

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Salesforce Developer, IBM