Salesforce shows how Data Cloud and AgentForce unify customer data from emails, PDFs, and websites to power AI agents that answer questions faster. A resort example demonstrates how agents using retrieval-augmented generation can handle customer issues while Tableau Pulse tracks improvements in satisfaction and productivity.
Welcome to how behind the wow. Where you can learn about the Salesforce platform and how data and AgentForce can enhance your CRM applications. The Salesforce platform enables every business to build their own Agent Force on top of unified profiles in Data Cloud using structured, unstructured and business specific metadata to transform into an Agent First Enterprise, one that embeds Agent Force in every team and business process to drive productivity and growth. Let's double click into Coral Cloud Resort, a fictitious hotel company and how they can deliver intelligent service experiences on one integrated platform. Data Cloud can ingest data from many sources as well as different types of data like structured data, otherwise known as ordered data and unstructured data or unordered messy data. All of this data can be used to Power AgentForce, including AI prompts to enhance a prompt response. Coral Cloud Resort can use Retrieval, Augmented Generation or RAG to use and retrieve their private business data from internal sources. Augment the AI and enhance the prompt response with Vector database. Coral Cloud Resort can bring in large amounts of unstructured Data like emails, PDFs, website engagement and knowledge articles in SharePoint using pre built Connectors or Einstein data libraries. It then classifies and organizes this unstructured data and merges it with structured data to enrich the customer profile and stores it as metadata in Data Cloud. Instead of Coral Cloud Resort agents having to search through policy agreements and multiple systems to resolve cases, they can quickly retrieve and activate this metadata to improve generative AI results and help AgentForce resolve cases faster and improve customer satisfaction. With all of this metadata available anywhere in Coral Cloud Resort CRM, AgentForce can intercept incoming support cases by responding intuitively and conversationally to deflect cases and resolve customer inquiries that a chatbot never could. Finally, the entire service team is enabled on how to turn data and insights into action using Tableau Pulse. They can track important metrics like csat, average handle time, customer spend and more, letting them go beyond static metrics and enabling them to take a deeper look with AgentForce powered questions to get the why behind the data. These metrics can be integrated directly within your CRM seamlessly providing AI powered insights into your flow of work. Embrace the power of data driven service experiences to become an agent first enterprise and enhance the customer experience with the power of the Salesforce platform. To get started, visit salesforce.com datacloud.
