What are AI Agents? A Complete Guide

Maybe you’re dealing with a surge in case volume, but your team is stretched thin. Or you’d love to offer 24/7 support, but tight budgets make it difficult to justify a round-the-clock workforce. Or you’re under pressure to reduce response times, yet customers just keep expecting more — and want everything faster. That’s where AI agents like Agentforce come into play. Let’s take a few minutes to review what AI agents are, how they work and what you can do to deploy them successfully.

• What are AI agents?
• How do AI agents work?
• What are the benefits of AI agents?
• How to implement AI agents: 8 tips for success
• Why Service Cloud for AI agents?

An AI agent is an intelligent system that can understand and respond to customer enquiries without human intervention. They rely on machine learning and natural language processing (NLP) to handle a wide range of tasks, from answering simple questions to resolving complex issues — even multi-tasking. Most importantly, AI agents can continuously improve its own performance through self-learning. This is distinct from traditional AI, which requires human input for specific tasks. (back to top)

Here’s a breakdown of how AI agents operate:

• Perception and data collection. AI agents start by gathering data from a variety of sources including customer interactions, transaction histories and social media. This data is crucial for understanding the context and nuances of customer queries. Advanced AI agents can integrate and process data in real time, providing them with the most up to date information to handle enquiries effectively.
• Decision making. Using sophisticated machine learning models, AI agents analyse the collected data to identify patterns and make decisions. For example, they can determine the most appropriate response to a customer query based on past interactions and the current context. This decision-making process is enhanced by the agent's ability to learn from previous experiences and refine its responses over time.
• Action execution: Once a decision is made, AI agents can execute the required action. This could involve answering a customer query, processing a request or escalating a complex issue to a human agent. The execution is designed to be seamless and efficient, ensuring that customers receive timely and accurate responses.
• Learning and adaptation: AI agents continuously learn from each interaction, refining their algorithms to improve accuracy and effectiveness. They update their knowledge base and use feedback to enhance future interactions. This continuous learning capability ensures that AI agents remain effective and relevant, even as customer expectations and business environments change.

By combining these capabilities, AI agents can handle a wide range of customer service tasks autonomously, such as making product recommendations, troubleshooting problems and engaging in follow-up interactions. This frees up human agents to focus on more complex and value-added activities. (back to top)

The adoption of AI agents in customer service offers numerous benefits, transforming how businesses interact with their customers and manage their service operations.

AI agents can handle multiple customer interactions simultaneously, significantly reducing response times and increasing the efficiency of customer service operations. This allows businesses to handle higher volumes of enquiries without compromising on the quality of service.

AI agents provide quick and accurate responses, leading to higher customer satisfaction scores. They can use data to personalise interactions, enhancing the overall customer experience. And because they learn over time, they’re geared toward continuous improvement.

Unlike most human agents, AI agents are available around the clock, ensuring that customer enquiries are addressed promptly, regardless of time zones or business hours. This continuous availability helps businesses meet customer expectations for self-service and improves customer loyalty.

AI agents can easily scale to handle increased volumes of customer interactions, making them ideal for businesses looking to grow without compromising service quality. As case volume increases, AI agents can be easily adjusted to handle the additional load, ensuring consistent and reliable support.

AI agents generate valuable data on customer interactions, preferences and behaviours. Businesses can use this data to gain insights into customer needs and trends, enabling them to make informed decisions and improve their service offerings.

AI agents provide consistent and accurate responses to customer enquiries, reducing the risk of errors and ensuring that customers receive reliable information. This consistency helps build trust and confidence in the brand.

AI agents offer numerous benefits, including improved productivity, reduced costs, enhanced decision-making and a better customer experience. As McKinsey found, more than 72% of companies surveyed are already deploying AI solutions, with a growing interest in generative AI. Given that activity, it would not be surprising to see companies begin to incorporate frontier technologies such as agents into their planning processes and future AI road maps."

By leveraging these advanced AI solutions, businesses can stay ahead of the curve and drive innovation for customer engagement. (back to top)

If you’re getting ready to deploy AI agents, here are some best practices to keep in mind:

1. Define clear objectives. Start by defining what you want to achieve with AI agents. Whether it's reducing response times, enhancing customer satisfaction or cutting operational costs, having clear objectives will guide your implementation process and help you to measure success.
2. Assess and prepare your data. AI agents rely on high-quality data to function effectively. Ensure that you have robust data collection and management systems in place. This includes customer interaction data, transaction histories and other relevant information. Clean and structured data will enable your AI agents to provide accurate and relevant responses.
3. Choose the right AI agent type. Select the type of AI agent that best fits your needs. For instance, if you need an agent to handle routine customer queries, a reactive agent might suffice. For more complex tasks, consider a goal oriented or learning agent that can adapt to changing customer needs and provide more sophisticated support.
4. Integrate with existing systems. Ensure that your AI agents are seamlessly integrated with your existing CRM and other customer service tools. This integration will enable a smooth flow of information and enhance the capabilities of your AI agents, allowing them to access relevant data and provide more effective support.
5. Focus on user experience. Design your AI agents with the end-user in mind. Ensure that interactions are intuitive and responses are timely and accurate, providing a positive customer experience. Test your AI agents thoroughly to identify and address any potential issues before deployment, ensuring that they meet customer expectations.
6. Monitor and optimise. Regularly monitor the performance of your AI agents and gather feedback from users. Use this information to make continuous improvements to your AI agents, ensuring that they remain effective and relevant. This ongoing optimisation will help you to adapt to changing customer needs and improve the overall performance of your AI agents.
7. Plan for human oversight. While AI agents can handle many tasks autonomously, it's important to have a plan for human intervention when necessary. Ensure that there are clear guidelines for when and how human agents should step in to assist, providing a safety net for more complex or sensitive interactions.
8. Ensure data privacy and security. Implement robust data privacy and security measures to protect customer information handled by your AI agents. This includes compliance with data protection regulations and regular security audits to safeguard sensitive data and maintain customer trust. (back to top)

If you're looking to integrate AI agents into your customer service strategy, Salesforce Service Cloud can help. Here’s how:

• Intelligent AI agents. Engage customers autonomously across channels 24/7 with human-like interactions and resolve cases swiftly by grounding every response in trusted data.
• Integrated platform with Data Cloud. Salesforce Service Cloud provides an integrated platform that combines customer service AI, CRM and automation tools. This integration ensures that your AI agents have access to comprehensive and up to date customer data, enabling them to deliver more accurate and personalised service. The inclusion of Data Cloud allows for seamless data integration and management, providing a unified view of customer data across all channels.
• Scalability with the Salesforce Platform. Service Cloud is built on the Salesforce Platform, which brings the trust, security and scalability of Salesforce to your customer service operations. This platform allows you to scale your AI solutions, handling increasing volumes of customer interactions without compromising performance.
• Customisation with advanced tools. Service Cloud offers extensive customisation options to tailor your AI agents to your specific business needs. Tools like Prompt Builder and Copilot Studio enable you to create customised workflows and responses, ensuring that your AI agents align with your brand and customer service goals. With the flexibility of Apex Code and integration capabilities of MuleSoft, you can connect Service Cloud with other systems and extend its functionality to meet your requirements.
• Seamless integration and interoperability. Service Cloud’s open architecture ensures seamless integration with other systems and platforms, enabling you to build a cohesive and efficient customer service ecosystem. Whether you need to integrate with existing CRM systems or third-party applications, Service Cloud offers the flexibility and interoperability required to create a seamless customer experience.

By providing personalised support at scale, AI agents represent a great leap forward for service organisations. Businesses that embrace this technology will be well-positioned to reduce costs while meeting the demands of modern customers in a competitive global market. (back to top)