AI-for-Communications

Agentforce for Communications

Drive efficiency and grow revenue with the leading digital labor platform, delivering enhanced customer service and streamlined operations for telecom companies.

Building Blocks of Agentforce for Communications

Industry expertise on the unique jobs-to-be-done across communications businesses.

Unstructured and structured industry data across sources harmonized for the right context and used through communications data models.

Deep industry actions that cater to communications industry personas surfaced through Communications Cloud.

A dashboard containing key business insights in graphical representation.

Easily integrates with platform and third-party systems to leverage data and trigger actions across the entire telecom ecosystem.

A dashboard containing key business insights in graphical representation.

Start with pre-built Agentforce skills and use cases for communications.

Resolve billing inquiries instantly & boost satisfaction.

Agentforce for Communications includes pre-built billing resolution skills that augment the customer service team by providing immediate access to billing details and resolving disputes, reducing customer wait times and allowing service reps to focus on complex cases.

Build & customize communications AI agents for unique needs.

Create tailored communications agents with industry-specific data and personalized processes. Reimagine customer experiences with AI-powered digital labor, augment service operations with scalable, efficient support, and ensure network reliability with embedded automation.

Agentforce for Communications FAQs

AI Agents are autonomous, proactive applications designed to execute specialized tasks to help employees and customers within the communications industry. Communications agents use large language models (LLMs) to analyze customer interactions, network data, or automated triggers, then reason through decisions on the next steps autonomously. These agents generate responses that are consistent with your company’s brand voice and guidelines using trusted business data, including Salesforce CRM data, network performance data, billing systems, and more. These agents are capable of operating 24/7 across various platforms like self-service portals, messaging channels, and network monitoring dashboards, handling tasks proactively within set guardrails. When faced with complex issues beyond their scope, they can escalate the matter to human agents, ensuring that queries are resolved efficiently and accurately.

Businesses can build agents with Agent Builder using existing Salesforce Platform tools to create standard and custom topics and actions. For example, you can create agents that handle billing inquiries, order status updates, or network troubleshooting. You can use prompts grounded in trusted enterprise data, like customer account information and network performance metrics. You can use Flows to create automations across any system, such as integrating with your billing or order management systems. You can use MuleSoft API connectors to connect agents to any system, including network monitoring tools. And last, you can use your Apex & Javascript to create the custom code and business logic for your agent.

Communications businesses can create agents for various roles and use cases, such as customer support agents for billing resolution, sales agents for quoting and ordering, or network operations agents for proactive monitoring. With Agentforce, you can quickly deploy out-of-the-box agents across service, sales, and network operations.

Einstein is natively embedded into the Salesforce Platform and leverages data from CRM, network performance data, and external applications to provide insights, predictions, and generated content directly in the flow of work, helping communications providers optimize customer experiences and network operations.

Agent Builder is a platform for building and customizing AI agents. With Agentforce, our low-code Agent Builder makes it easy to customize out-of-the-box agents or build new agents for any role, any industry, or any use case using existing tools like Flows, Prompts, Apex, and MuleSoft APIs to configure their agents. Using Agent Builder, businesses can create a job to be done for their agent by defining topics, writing natural language instructions within that topic, and creating a library of actions for it to choose from. Users can also easily observe an agent’s plan of action and test their responses in Agent Builder.

Agentforce is a proactive, autonomous AI application that answers questions, takes actions, and improves productivity within the communications industry. You can equip Agentforce with necessary business knowledge, such as customer account information, network configurations, and service catalogs, to execute tasks according to its specific role. With Agentforce, communications providers can unlock a limitless digital labor force by leveraging autonomous AI agents that support their employees and customers 24/7.

Agentforce can reason through complex requests, such as troubleshooting network issues or processing complex orders, safely retrieve accurate knowledge about your business, take action on your behalf, such as updating customer records or configuring network devices, and scale across teams and departments. It starts with the Atlas Reasoning Engine, which breaks down the initial prompt into smaller tasks, evaluating at each step and proposing a plan for how to proceed until the complete answer or action is achieved.

Disclaimer: Salesforce pre-built Agentforce capabilities are constantly being enhanced based on customer feedback and may not reflect actual product details. Solutions may not be currently available, delivered on time or at all. Customers should make purchase decisions based upon solutions that are currently available.