Explore how human roles and team structures are evolving to further accelerate Agentforce adoption, with real-world insights from early adopters and Salesforce experts.
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Building Your Agentforce COE: New Roles for Digital Support
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, Prompt Designer, Salesforce
, Director, GTM Applications, Crowdstrike
, Account Executive, Salesforce
Role: Service
Product: Agentforce Service
Topic: Thought Leadership
Session Level: Beginner
Session Type: Theater
Session Summary: The session focused on building an authentic center of excellence (CoE) for digital support and redefining the role of customer support agents in the era of AI-driven automation. Key discussions revolved around the six critical pillars of CoE, including strategy, operations, enablement, and dynamic governance, which are essential for scaling AI agent deployments effectively. Speakers emphasized the importance of fostering trust between AI and human agents, robust enablement and training programs, and the value of documenting and scaling best practices using tools like Slack and agent systems. Additionally, the session highlighted how AI-driven agents will not replace customer support representatives but instead enable them to transition into proactive roles as orchestrators and evaluators, ensuring human oversight and performance monitoring in AI systems to avoid potential pitfalls.
Key Takeaways:
• Effective enablement and training programs are crucial to ensuring the success and scalability of AI-driven agents, as they address the evolving collaboration between human agents and AI systems.
• Documenting best practices and making them accessible through tools like Slack can help organizations scale and standardize conversational design and agent interactions efficiently.
• AI-driven automation will not eliminate customer support roles but will transform them into more proactive, higher-value positions, such as evaluation managers and AI collaboration specialists, ensuring oversight and continuous improvement.
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