How Agentforce Handles Customer Service End to End | Part 1

So, right now you as a customer probably have your end customers on your sites going through help articles and your portal and maybe getting a little frustrated. The help agent is designed for this moment and you can get up and running with it in minutes. Let's get started. So, this begins with the quick start setup for your help agents. And what you're gonna do is put in a name and a greeting. Right at the front of this process, this is how your agent is gonna greet customers. But the most important part comes next. This is where you make your agent smart. You give it knowledge. If you're a Salesforce customer, this is as easy as just choosing your knowledge categories. But if your knowledge is in PDF documents or in help docs or answer or policy docs, you can just upload this. And you can see here it's gonna take just a little bit of time to process. And then you can go ahead and hit continue because you're now going to test that agent and the knowledge that you gave it. This is how you know that your agent is responding in the right way. You see we asked a question on the right and we're getting a response, but it's also got the source of the knowledge that you grounded the agent in, so attribution. And on the left, check out these channels. You can deploy the agent to these channels immediately. And oh, by the way, what you're not seeing here is also SMS, WhatsApp, and any other channel. But let's look at this live. So we're gonna go to a portal. And here, we logged in as a customer. And you can see we don't have a search bar, we have a prompt bar at the bottom. And we're just gonna have a conversation. This is giving you the benefits of a regular search, but it's also personalizing the response based on the customer's service, sales, and marketing data. You can see the claim in the response. The scenario that we're looking at here is some tree damage. I am the customer, and I'm engaging with this insurance company. I've got all the information on the right, but the help agent is not just here to serve and give knowledge actions, you can actually give customers workflows like a checklist to complete a claim. This is exciting, it's a great experience, but there are many occasions where you might need a human escalation or a human-in-the-loop motion. Let's look at that next. Here you're seeing a call scenario. I'm going to go ahead and call in.

Hello, I'm your ACME Insurance digital agent. I recognize your number ending in 7464. Am I speaking with Gautam at Omega Inc.?

Hey, yeah, I'm calling about that storm last night. My roof has a lot of damage. Is this covered in my policy?

That sounds stressful. Your policy does cover roof damage from storms. I have emailed you a copy of your full policy for Omega Inc. Would you like to start a claims process for the roof damage?

Yes, please. Let's definitely start a claim. I appreciate you emailing me the policy so I can look at it. That's helpful. And can I speak to a rep?

I understand how overwhelming this situation can be. I will connect you with a specialist right away to initiate your claim and make sure you get the help you need. Okay.

You are now seeing the escalation from AgentForce to the right rep that is available to help the customer, in which case, in this case, that's me. So, the screen pop shows you all the information about my record in this business. And all of this information is helping the rep make better answers. But right in the middle, you're also seeing the service rep assistant. This is giving a full summary and a plan for how to help out for this particular call, including reply recommendations, knowledge articles, et cetera. It's also summarizing the call for me, which saves reps minutes on every call. But sometimes, reps need assistance from other subject matter experts in the organization. We call that swarming. So Slack Swarming allows you in real time to get help from other collaborators. Swarming does two things. It adds the right people with the expertise that are available right now, and it surfaces any approvals that might be needed directly within the console experience. No switching of applications. Another persona that we focus on a lot is the supervisor. Their job is to keep the contact center humming. And for that, they need to know any gaps in capacity, scheduling, adherence, et cetera. With our new Workforce Engagement Management, supervisors can see exactly that all in one view. This is incredibly powerful. All right, let's complete the story. I, as a customer, called in The rep helped me. The supervisor was monitoring everything. But now an adjuster is gonna come to my house to inspect the damage. I need to do some scheduling. And it's as easy as a conversation. You can see here that all I'm doing is replying in natural language to schedule time for the adjuster to come and inspect the damage. "Wednesday is good." And, "Yes, it is still tarped." No, just come straight to the front door. It's as easy as that. And now we're going to end this demo with the last part of the story, which is the experience of the adjuster as they come on site to my property. This is the Field Service product. And what you're looking at right now is the Field Service mobile app. It starts with a pre-work brief. This is where the adjuster can get all of the information about the property, the claim, the customer history, and ask any follow-up questions. But the best part of this is voice-to-form. This is a new feature. Check this out. I'm just gonna go ahead and speak. Severe storm damage. Looks like it was a combination of wind and rain. Tore a hole through the roof. Affected area 800 square feet. Emergency tarping done. This is about $12,000 in damage. The claim is approved and needs repair ASAP. And that was it. I just have to speak what the form needs and it fills out automatically. And then as an estimator, I can just sign off on the work order. My customer is happy and I'm happy. And with that, signing off.