Salesforce, Inc. on the 2nd unveiled "Agentforce Help Agent," which reduces the burden of building and operating artificial intelligence (AI) agents for customer service.
"Agentforce Help Agent" is based on Salesforce, Inc.'s "Agentforce 360 platform" and connects key elements needed for customer service operations in a single environment through consolidation. It supports service tasks such as responding to customer inquiries by using the customer service policies and business information held by corporations.
The company said it is designed to go beyond simple Q&A to carry out follow-up tasks linked to customer service. In addition to basic responses to customer inquiries, corporations can add functions that handle tasks requested by customers, such as order management, appointment scheduling, and account management. It also helps provide a consistent customer experience across a range of customer communication channels, including voice, web, portals, and messaging.
A "pay-per-resolution" model is also being introduced. Corporations pay an expense only when an AI agent autonomously resolves a customer issue from start to finish, and there is no charge when a customer requests consolidation with a human agent or expresses dissatisfaction with the outcome.
In particular, there are no separate charges for Data 360 generated during conversations between agents and customers or for the use of Agentforce. A Salesforce, Inc. representative said, "Corporations can improve the efficiency of AI investments in the institutional sector of customer service based on the tasks and results in which AI agents autonomously resolve actual customer issues, rather than the number of simple responses or usage."
Salesforce, Inc. also unveiled the "Agentforce Customer Service Portal" on the same day to help corporations implement a self-service environment for their customers more easily. Customers can enter their inquiries in the portal, check personalized answers, and proceed with the necessary follow-up actions.
Park Se-jin, head of Salesforce, Inc. Korea, said, "Agentforce Help Agent will help domestic corporations more quickly experience the value of AI agents and accelerate customer service innovation through a simple deployment environment that can be rapidly integrated into existing work environments and a pricing model that pays an expense only for actual problem-solving results."