Salesforce Hosts 'AI & CX Festa'... Introducing Customer Service Support Agents

Salesforce announced on the 5th that it will hold the 'Salesforce AI & CX Festa' for leaders and personnel in the customer service sector.

At the event held in the afternoon at the SKY31 Convention in Lotte World Tower, Seoul, Salesforce will share the latest service trends, as well as various cases aimed at providing differentiated customer and employee experiences based on autonomous artificial intelligence (AI) agents and improving the productivity of service agents.

In particular, it is expected to innovate existing service sector tasks by utilizing 'Agentforce.' First introduced in September, Agentforce supports the easy and rapid development and deployment of customized AI agents based on low-code. AI agents developed on the Agentforce platform autonomously perform tasks according to customer requirements across various customer touchpoints such as sales, service, marketing, and commerce, supporting smooth collaboration between humans and AI.

Salesforce introduced that the differentiated strength of AI agents lies in their ability to autonomously perform tasks without waiting for specific user instructions like chatbots or copilots, and also possess the flexibility to transfer tasks requiring human intervention to the responsible personnel.

Especially, the 'Service Agent' specialized for the customer service sector autonomously performs various customer service tasks without pre-programmed consultation scenarios with customers. Through this, companies can quickly respond to real-time customer inquiries while maintaining brand consistency.

At the event, representatives from companies such as Samyang, LG CNS, and TYM will appear as speakers to present cases of customer experience innovation and actual implementations based on Salesforce.

Meanwhile, according to a recent research survey conducted by Salesforce from December last year to January this year targeting 5,500 customer service experts worldwide, 93% of customer service experts in organizations that invested in AI technology responded that their working hours were reduced. About 79% of all respondents said they are already strengthening their investment in AI technology. Salesforce plans to continue enhancing its support capabilities to build a work environment that can provide personalized services.

Son Buhan, CEO of Salesforce Korea, stated, "Agentforce will play a key role in enabling both leaders and frontline personnel in the customer service sector to more efficiently resolve various customer difficulties and provide advanced customer experiences (CX)."