Agentforce World Tour Sydney: A Glimpse Into the Future of Humans with AI Agents
Sydney, meet Agentforce. At Agentforce World Tour Sydney, attendees experienced firsthand how agents are transforming customer and employee experiences. Discover the data and AI innovations changing Australian businesses forever.
What if workforces had no limits? Agents are reshaping customer and employee experiences, and at Agentforce World Tour Sydney, attendees experienced the transformation firsthand. Here are the announcements and innovations you won’t want to miss.
What a day! Agentforce World Tour Sydney was packed with learning, hands-on experiences, and a look into what’s possible when humans with agents work together.
Here’s what went down as Trailblazers in Sydney were introduced to Agentforce, fresh off the heels of Dreamforce 2024.
Sydney, meet Agentforce: What AI was meant to be
When Frank Fillmann, EVP & General Manager of ANZ, took the stage, it was clear the AI game had changed forever. “Copilots are so 2023,” Frank quipped. “Last year, we made our products AI-first. This year, we’ve evolved to agent-first.”
The buzz around Agentforce was palpable. This new suite of tools enables businesses to create AI agents that don’t just assist but think, reason, and act. Agents are what AI was meant to be — augmenting employees, improving customer experiences, and driving revenue.
The crowd also got a peek into some early success stories, including Saks, where Agentforce is helping deliver a high-touch, luxury experience for millions of customers — a feat previously unthinkable. Saks deployed its first AI agent in just one week and is set to give every shopper their own AI stylist and concierge, across any channel.
“Agentforce will free up our people to work in a different way with our clients. It’s not going to replace, it’s going to augment,” said Marc Metrick, CEO of Saks Global.
Agents get their power from Data Cloud
For AI agents to deliver personalised, relevant experiences, they need the right data. Data Cloud is the heart of the Salesforce Platform, seamlessly bringing together structured and unstructured data to activate with Agentforce.
On the keynote stage, Jacob Hkeik announced the 200 new Data Cloud connectors, enabling seamless data integration from external sources like Google Cloud and AWS, without moving the data — thanks to the new Zero Copy Partner Network. This keeps data secure and makes every agent smarter and more responsive, able to act on customer information in real time.
Medibank joined the Data Cloud keynote to share its transformation with Data Cloud:
Humans with AI deliver effortless service
Customer service is one of the first areas where agents are making a big impact. While traditional chatbots have been useful for handling simple, repetitive requests, they fall short when a conversation pivots outside of their pre-programmed scope.
This is where Agentforce Service Agents excel — they can engage in complex dialogues, adapt in real-time, and navigate customer requests with empathy and precision.
Rudi Khoury, Chief Digital Officer at Fisher & Paykel Appliances emphasised this point, stating, “Customer service is the place that AI takes off first.” He shared how AI agents now handle 30% of customer service queries, saving over 3,300 hours of manual work.
And a memorable story shared by Jack Rampling, Head of Client Lifestyle Enhancement at Pepperstone highlighted the transformative power of AI in service:
“Four to five days after we launched AI, a service leader thought cases had been lost or something had broken — we called a war room, only to realise that, for the first time ever, thanks to AI, they had completely cleared the queue,” laughed Jack.
Get Started with Agentforce Service Agent
Take the new Trailhead course and see why Agentforce Service Agent is a massive leap forward for customer service.
AI and Agentforce are transforming Australian industries
Every industry faces its unique challenges, and that’s where Agentforce truly shines. Throughout the day, 13 Industry Theatre Sessions showcased Agentforce’s impact across various sectors.
With over 100 new industry-specific AI prompts introduced, Agentforce is designed to tackle the diverse needs of sectors like retail, healthcare, financial services, manufacturing, and the public sector.
Explore the new AI use case library to see the out-of-the-box solutions tailored to your industry.
At the Financial Services keynote, Commonwealth Bank (CBA) shared how it partnered with Salesforce to co-design features, including a generative AI use case to streamline client meeting preparation, which has now moved into general availability (GA).
“Partner with your account team to solve your specific business problems,” advised Josh Stanton, Crew Lead, Digital Customer Crew at CBA, as he looks ahead to 2025, where Agentforce and AI will continue to transform CBA’s service processes.
Work in the age of agents
The Slack team made a bold statement in their session: “Work is broken.”
Too much of our time is spent on busy work — endless meetings, chasing emails, juggling apps — rather than driving results. But they didn’t stop at calling out the problem; they offered the solution.
As a single operating system for work, Slack connects people, data, workflows, and now AI agents, unlocking the potential of Agentforce in the flow of work.
And it’s not just talk. Huw Griffiths, Head of Enterprise ANZ at Airwallex, summed it up: “The recent integration between Slack and Salesforce, where updates in Slack automatically sync with Salesforce, is a game changer. It allows us to save time and maintain accuracy, which is critical as we scale.”
Bring Agentforce to life on the Campground
Agentforce World Tour Sydney wasn’t just about listening — it was about doing.
In the bustling Campground, attendees rolled up their sleeves and got hands-on with Agentforce, building their own agents then and there. We set the goal to have 600 agents built over the day — and Sydney rose to the challenge.
Another highlight was Braindating, where Trailblazers joined together for one-on-one or small group discussions to unlock their collective knowledge.
Didn’t get a chance to build your first agent at Agentforce World Tour? Sign up for a virtual workshop to give it a try, with the help of Salesforce experts.
How to maximise success with AI and Agentforce
As the event came to a close and attendees gathered at the Campground, one thing was clear: Agentforce is set to transform how these Australian Trailblazers operate.
To help you on your Agentforce journey, here are four takeaways from the final session of the day:
- Align your AI vision – Ensure your AI strategy aligns with your business goals, values, and risk appetite.
- Focus on high-impact use cases – Prioritise use cases based on:
- Desirability: Does it improve the user experience?
- Viability: Will it deliver ROI?
- Feasibility: Is the technology and data in place?
- Tolerance: Do you have governance and risk controls?
- Gain stakeholder alignment – Collaborate early with key stakeholders, communicate benefits, and test high-impact areas to build momentum.
- Prepare your data – Start with high-value datasets, ensuring they’re secure and accessible with the help of your Salesforce partner.
Agentforce World Tour was a blast, but now the real fun starts as you welcome Agentforce into your business where it can unlock unlimited potential with your team.
If you’d like to join us next time, be sure to register for one of our upcoming in-person or virtual Agentforce events:
- Live from Sydney: Discover Agentforce, October 30, 2024
- Agentforce World Tour Auckland, 14 November, 2024
- Agentforce World Tour Melbourne, 19 November, 2024
What if your workforce had no limits?
It’s possible when humans with agents drive customer success together.
