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Agentforce Voice: Inclusive Research and the Future of AI
In this session, we reveal how we conduct user research with disabled people to redefine the “voice” of AI. We’ll share how those insights made Agentforce Voice more usable overall.

, User Experience Lead, Salesforce

, Accessibility Research Lead, Fable

, Sr. Program Manager, Product Accessibility, Salesforce

Product: Agentforce
Role: Designer, Product Management
Topic: Agentic AI
Session Level: Intermediate
Session Format: Breakout
  • Thursday, Sep 171:30 PM - 2:10 PM PDT
    (8:30 PM - 9:10 PM GMT)
    Moscone West, L3, Room 3022
    FIRST COME FIRST SEATED
Session Summary: This session focused on the development of Agentforce Voice, an AI-powered voice interface by Salesforce, and its transformative impact on accessibility and usability. The presenters highlighted the importance of designing inclusive voice interactions for users with disabilities, citing user research and collaboration with assistive technology experts to identify barriers like lack of clear cues, transcript visibility, and compatibility with assistive technologies. They showcased iterative improvements to Agentforce Voice, such as persistent transcripts, customizable settings, and enhanced visual and auditory feedback, which addressed user concerns and increased trust in the system. The session emphasized the need for co-designing with people with disabilities, going beyond compliance to ensure products are not only accessible but also delightful and functional for all users, reinforcing Salesforce's commitment to inclusive innovation.
Key Takeaways:

• Agentforce Voice now includes persistent transcripts, clear visual and audible cues, and customizable controls to enhance usability and trust for all users, including those with disabilities.

• Inclusive design principles, such as actively involving users with disabilities in the research and development process, were pivotal in identifying barriers and driving meaningful improvements in the product.

• By addressing challenges like assistive technology conflicts and providing clear privacy and data usage information, Salesforce ensures Agentforce Voice is accessible, trustworthy, and adaptable to diverse user needs.

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Available Now on Salesforce+: Watch now

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