Salesforce launched AI agents in October 2024 on its Salesforce Help site, prompting over one million conversations. These agents provide a full-screen support experience for users visiting the site 60 million times annually. The AI responds to a broad range of inquiries, highlighting the importance of reliability and empathy in service. Salesforce's approach included a limited rollout for better learning and improvement, ultimately ensuring multilingual support powered by a repository of over 740,000 data pieces, necessitating high-quality content for optimal performance of AI agents.
Salesforce has encountered a wide spectrum of inquiries with its AI agents, including mundane questions and unconventional prompts, highlighting the need for dependability and insight.
The effectiveness of AI agents hinges entirely on the quality and accessibility of their content, leveraging over 740,000 reliable and relevant pieces of content.
AI agents must provide excellent and empathetic service, mirroring the capabilities of top employees to be successful in delivering consistent customer support.
Salesforce's AI agents offer a full-screen experience that simplifies support, ensuring fast and precise answers through structured and unstructured data.
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