Last week we Salesforce Agentforce were at Salesforce’s chinese overseas america data Agentforce Service Summit ? an event dedicated to the evolution of the platform with the increasingly important use of Artificial Intelligence and listening to the experiences of the Trailblazers? the pioneers who are already experimenting with the innovations in their systems. The meeting opened with a dialogue between Vanessa Fortarezza ? SVP & General Country Manager Italy? Salesforce? and Giuliano Noci ? Full Professor of Strategy & Marketing and Vice Rector? Politecnico di Milano? who explored the main themes of strategic and cultural change in Italian companies? with particular reference to the use of innovative technologies such as artificial intelligence.
Strategic and cultural change
Giuliano Noci Salesforce Agentforce emphasized that change is a strategic ai and customer experience: between emotional expectations and technological reality process and not merely technological. “ Technology is a pervasive driver of change in business processes?” he said. However? real change must occur on multiple axes: strategic awareness? cultural change? ability to work in ecosystems and? finally? constant measurement.
The ecosystem is another key point: “Every company? from manufacturing to banking? must orient itself to work in collaborative nuclei where the ties are of partnership? not simply of supply.” Finally? Noci emphasized the importance of measuring and constantly adjusting processes to ensure that objectives are achieved effectively. “We live in an era of perpetual beta?” Noci concluded? highlighting how continuous improvement is essential.
Innovation at the service of the customer
Carlo Rossi? Senior Manager? Solution Engineering? delved into the capabilities of Agentforce Service? highlighting how the platform is designed to respond in a b2b fax lead personalized and proactive manner to customer needs throughout the customer journey. “The opportunity offered by autonomous agents and generative AI is to handle complex tasks with speed? precision and a high level of personalization?” explained Rossi. “Agents can support customer service operations but also improve the user experience throughout the entire interaction path .”
Rossi detailed the Agentforce platform? which is based on an advanced brain called Atlas. Atlas is designed to understand and analyze both structured and unstructured requests? with the ability to access data from multiple sources? both internal and external to the Salesforce system. This includes both structured data? such as recent transactions or open tickets? and unstructured information? such as manuals? attachments? and knowledge base articles.
Thanks to its integration with Data Cloud? Atlas is able to quickly process huge amounts of data and provide contextualized and relevant answers. The platform also includes the Agentforce Brain module ? a system that facilitates continuous learning through the analysis of conversations and interactions with customers. In this way? Agentforce can suggest optimal actions to agents and even autonomously resolve some issues.
The experience of Dolomiti Energia? Sara Assicurazioni? Engie and Gruppo Bossoni
The stage was taken by managers from several b2b fax lead companies who explained how they are using Agentforce in their customer service. Edoardo Fistolera ? ICT manager at Dolomiti Energia ? described how the adoption of Salesforce has led to the total digitalization of company processes? improving the efficiency and quality of the service offered. Thanks to the platform? it was possible to achieve levels of customer satisfaction comparable to those of companies like Amazon.