Interview-style video excerpt about Saks use of AI agents in customer service. Speaker contrasts "low friction" interactions (e.g., order status updates) — which traditional agent bots handle — with more complex conversations that lack simple decision trees. The speaker says Saks uses AgentForce to automate low-friction tasks, reserving human agents for richer, meaningful conversations.
There are times when the customer wants an extremely low friction interaction. You know, where is my order? Can I have an update on this? You know, there are times when you and I don't want to pick up the phone and talk to somebody. We just want an answer really quickly. That's what the traditional kind of agent bots did. Sometimes you want a little bit more, right? So you want to have a more complex conversation that, you know, there's not a decision tree for. That's really where we're leveraging AgentForce. We really believe that the human aspect is going to be much more meaningful. So rather than an agent, a human agent, picking up the phone and dealing with a low friction transaction, we can kind of use the agents to do that.
