What is Agent Force? Here's what you need to know about Salesforce's new AI tool

As businesses embrace digital transformation, delivering exceptional customer service is more critical than ever. Salesforce’s new tool, Agent Force, is designed to help businesses transform their service operations with AI at the core. At Gen25, we’re not just a Salesforce implementation partner—we’re experts in leveraging cutting-edge technology to solve real business challenges. With over 18 years of experience and our own AI Readiness Assessment, we are uniquely positioned to help you unlock the full potential of Agent Force and future-proof your customer service strategy.

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What is Salesforce Agent Force?

Salesforce Agent Force is an AI-powered platform that empowers customer service teams with advanced tools to provide faster, more intelligent support. The platform offers real-time insights, predictive analytics, and automation, all designed to enhance agent performance and improve customer satisfaction. Businesses can use Agent Force to elevate their customer service by providing more personalised and proactive assistance.

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Key features of Agent Force

• AI-Driven Assistance: Agent Force uses AI to provide agents with real-time recommendations, suggested next steps, and solutions based on customer sentiment analysis. This allows for quicker and more effective issue resolution.
• Unified Customer View: The platform integrates seamlessly with Salesforce, offering a complete 360-degree view of all customer interactions. This unified view enables agents to offer more tailored responses, improving customer experience.
• Automation: Routine tasks are automated, freeing up agents to focus on more complex customer needs. Over time, Agent Force’s machine learning capabilities improve its performance and recommendations.
• Real-Time Analytics: The platform uses predictive analytics to anticipate customer needs, optimise workloads, and even identify risks like customer churn, enabling teams to be proactive rather than reactive.

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To illustrate the power of Agent Force's features, let's take the example of a telecommunications company: it used Agent Force to streamline its operations and cope with high call volumes by automating routine enquiries. This case highlights the automation feature, which enables repetitive tasks to be handled automatically, freeing up agents to concentrate on complex cases. With AI-driven assistance, agents receive personalised recommendations based on customer sentiment, resulting in faster resolutions. The unified customer view and real-time analytics have given agents a comprehensive, data-rich view of each customer, improving the service experience and proactively reducing the risk of churn.

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Read the full use case, here.

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AI Readiness: The key to unlocking Agent Force’s full potential

Earlier this year, we launched our AI Readiness Assessment, a solution designed to help businesses evaluate their current AI capabilities and create a clear roadmap for adopting AI-driven tools. This assessment is crucial for businesses looking to integrate advanced solutions like Agent Force.

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Our AI Readiness Assessment focuses on:

• Evaluating your current AI capabilities: We assess where your business stands in terms of infrastructure, skills, and processes to adopt AI successfully.
• Identifying areas for AI-driven improvements: Our assessment highlights where AI can have the most impact, from customer service to operational efficiency.
• Creating a strategic roadmap: We provide a detailed plan to ensure your business is ready to fully utilise AI tools like Agent Force, making sure you can unlock their full potential from day one.

With Agent Force offering powerful AI features, your organisation needs to be prepared to take full advantage of them. Our AI Readiness Assessment ensures that your business is equipped with the right tools, skills, and strategy to seamlessly integrate Agent Force into your customer service operations.

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Learn more about our solution, here.

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Why Gen25 is your ideal Agent Force partner

At Gen25, we don't just implement Salesforce solutions, we specialise in tailoring them to your unique business needs and future challenges. With over 18 years' experience as a trusted Salesforce partner, our expertise lies in combining in-depth technology knowledge with strategic business advice, ensuring that each solution is aligned with your objectives. By partnering with us to implement Agent Force, you'll benefit from a team that knows how to harness the potential of AI and Salesforce to drive growth, efficiency and smarter customer service solutions.

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We strive to stay at the forefront of the latest innovations, as evidenced by our AI readiness assessment and our approach to new Salesforce tools such as Agent Force. Our team doesn't just build platforms; we adapt and optimise them to empower your team, delivering better results, faster, while future-proofing your operations. Ready to revolutionise your customer service? Get in touch with us!

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