Salesforce, Inc. said on the 12th that it launched Agentforce Contact Center, a cloud-based subscription Contact Center as a Service (CCaaS) that can centrally manage customer service environments that are separated from one another. It features consolidation of voice and digital channels, customer relationship management (CRM) data, and artificial intelligence (AI) agents on a single platform.
Many corporations still run customer service environments with customer data, channels, and AI systems separated, making it difficult to generate tangible results after adopting AI. Salesforce, Inc. introduced Agentforce Contact Center to solve this problem by allowing diverse customer information to be centrally managed in one place. Through this, corporations can expand large-scale customer self-service on a single platform and enable smooth handoffs between AI and human agents, Salesforce, Inc. said.
In Agentforce Contact Center, all human agents and AI agents operate based on the same customer data. By integrating and using a wide range of information—such as voice call records, chat, text messages, purchase history, and marketing activities—they can handle various inquiries and requests with an understanding of the customer's situation and context.
It also has the advantage of being built quickly without processes that require large-scale resource投入 because it is built on Salesforce, Inc.'s unified platform.
In addition, AI agents prioritize handling repetitive or simple customer inquiries and pass only complex or high-priority issues to human agents to improve operational efficiency. When the work moves from AI to a human agent, the conversation history and customer context are delivered as is, enabling the agent to respond to the inquiry from where the previous interaction left off. This minimizes situations in which customers have to repeat the same information.
Voice call data is analyzed in real time and reflected in customer records based on an architecture that is in direct consolidation with the CRM. This is used to identify customer sentiment and needs.
Kishan Chetan, head of Agentforce Service at Salesforce, Inc., said, "Salesforce is integrating voice, AI, and CRM into a single service environment to help build a customer service environment in which people and AI share the same customer context and every interaction can lead to practical problem-solving."
Park Se-jin, head of Salesforce, Inc. Korea, said, "Agentforce Contact Center will help improve operational efficiency for domestic corporations through the synergy between AI agents and human agents on a single platform."