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Agentforce Service Agent: What Is It and How Does It Work?
Say hello to Agentforce Service Agent, an autonomous AI agent for customer support. Learn what Agentforce Service Agent is and how it uses your data to deliver trusted responses.
Important: This session is first come, first seated. You do not have a reserved seat.

, Product Marketing Senior Lead, Salesforce

, Principal Solution Engineer, Salesforce

Role: Service
Product: Agentforce Service, Agentforce
Topic: Artificial Intelligence
Session Level: Beginner
Session Type: Theater
  • Tuesday, Sep 172:00 PM - 2:20 PM PDT
    (9:00 PM - 9:20 PM GMT)
    Moscone West, L2, Room 2000
Session Summary by Einstein: The recent Salesforce conference unveiled the innovative Agentforce Service Agent, a game-changing autonomous agent designed to revolutionize customer support by providing dynamic, conversational, and actionable experiences beyond traditional chatbot capabilities. With its ability to engage customers across various channels, including SMS and WhatsApp, and offer 24/7 service in natural language, this autonomous agent leverages the Salesforce platform's trusted data and AI reasoning to deliver accurate responses. It simplifies implementation for businesses with its rapid setup using pre-built templates and low to no code, allowing for the easy creation of conversational topics, instructions, and actions. The session demonstrated how Agentforce Service Agent can be customized and scaled for different industries, significantly improving productivity and customer satisfaction.
Key Takeaways by Einstein:

• Agentforce Service Agent can analyze customer inquiries using generative AI, create action plans, and execute solutions grounded in trusted Salesforce data, making customer service more efficient.

• The agent's setup process is user-friendly, with pre-built templates and existing Salesforce objects like flows or prompts, enabling quick deployment across multiple industries.

• Salesforce's forward-looking statement reminds users to base purchasing decisions on currently available products, ensuring a focus on the present capabilities of the Agentforce Service Agent.

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Salesforce Developer, IBM