Customers want to know what Salesforce is doing for sustainability — and agents are here to help. Learn how Salesforce uses agents to answer customer sustainability questions & deliver insights, fast.
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How Agentforce Supports Sustainability for Sales
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, Director, Impact Technology, Salesforce
, VP, Impact Operations, Technology & Governance, Salesforce
Role: IT Business Leader
Product: Agentforce Net Zero, Agentforce
Topic: Salesforce on Salesforce
Session Level: Intermediate
Session Type: Theater
Session Summary: The session highlighted how Salesforce uses Agentforce to streamline sustainability and impact-related inquiries from customers, demonstrating its commitment to sustainability and innovation. By acting as 'customer zero,' Salesforce tested and refined Agentforce to address the growing demand for sustainability insights, with a 65% year-over-year increase in customer inquiries. Agentforce has significantly improved efficiency by automating tasks such as answering nuanced RFPs, retrieving emissions profiles, and staying updated with the latest sustainability information. This approach has enabled Salesforce to cut response times in half, expand coverage hours by 75%, and boost overall operational efficiency while maintaining alignment with core values like trust, innovation, and equality.
Key Takeaways:
• Agentforce has transformed Salesforce's ability to handle sustainability-related inquiries, cutting response times in half and increasing coverage hours by 75%.
• By integrating automation and AI, Salesforce has streamlined complex processes such as answering nuanced RFPs and retrieving emissions data, significantly reducing the workload on its small impact team.
• Salesforce's iterative approach to developing Agentforce ensures continuous improvement, enabling the tool to adapt to emerging needs and provide ever-expanding knowledge for sustainability initiatives.
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