In this special panel-style episode, Agentforce expert and Senior Vice President of Digital Success at Salesforce, Bernard Slowey, is interviewed by Lauren Wood and guest host Stephanie Postles. This is your inside look at Salesforce’s rapid deployment of its revolutionary AI agent, what this means for the digital workforce revolution, and how ANY company can create a customizable, empathetic digital employee. (With no code, just natural-language prompting.) Bernard shares firsthand accounts of the launch, including navigating real-time customer feedback and the crucial lessons learned about data hygiene and prompt engineering. He also discusses the delicate balance between AI automation and human support, emphasizing the importance of empathy training for these digital agents. Plus, they explore the challenges and opportunities for businesses of all sizes, from SMBs to enterprises, as they grapple with the evolving landscape of AI-driven customer experience, sales, and marketing.Press play and discover how Salesforce is shaping the future of AI in service, and what contrarian views Bernard Slowey holds about the role of data in decision-making.Key Moments: 00:00 Who is Bernard Slowey, SVP of Digital Success at Salesforce?04:18 The Evolution of Customer Service06:28 The Power and Potential of AI Agents18:06 Implementing Agentforce at Salesforce22:07 Challenges and Learnings From AI Agent Deployment33:29 Measuring Success and Future Prospects39:58 Escalation Rate and Customer Experience41:21 The Importance of Human Interaction in Support42:51 Digital Success and Customer Onboarding45:28 AI in Customer Success: Real-World Examples47:24 Data Hygiene and Internal Content Auditing 53:04 Cross-Functional Collaboration in CX01:00:28 The Human-AI Partnership 01:08:36 The Future of AI in Business01:12:51 Customer Obsession in Practice –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
Full Episode
It's this transformational moment that I think every company is like, wow, how do I enable this and how can I use this for my customers? Just months after announcing AgentForce, Salesforce is unveiling its next generation AI platform called AgentForce 2.0. Tell us how big companies are using AgentForce. I know already it's being employed.
I've never been more excited about anything in my entire career.
Salesforce dove into agentic AI quite early on and developed AgentForce, which I know you were lucky enough to be customer zero.
We were treating it like an old school chatbot. Don't do this. If that do this right. Instead, it was like, no, no, you're smart. We went back into AgentForce and we coached it just like you would coach a human employee. And that solved that problem. What we forgot to do with agent force is we trained it on the hard skills, but we didn't focus on the soft skills.
And we talk about this as the head and the heart. We now have a digital workforce that will augment our human workforce.
You're like the original case study and companies can just copy paste your strategy.
Every company in the world has this problem of they show their silos to their customers. Suddenly you now have this agentic layer that goes across all of them.
Things that look contrarian and crazy today will be commonplace in the future. And so this will probably be very common, I would assume, in the next year or two.
You're going to see a lot of companies going live with agent force over the next couple of months. A lot.
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