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Enhancing CX with Salesforce Agentforce + AI Assist

  Kunal Parikh  ·  4 minute read

As businesses navigate an increasingly digital landscape, agentic AI is redefining the customer experience (CX). Unlike traditional AI, agentic AI can autonomously execute tasks, adapt in real time, and optimize interactions across multiple touchpoints. This shift is not just about automation—it’s about creating frictionless, hyper-personalized, and proactive customer journeys. 

 Salesforce Agentforce is at the forefront of this transformation—bringing together AI, data, and CRM to create hyper-personalized, proactive, and scalable customer engagement strategies. By embedding agentic AI into Salesforce’s Customer 360 platform, organizations can unlock new levels of efficiency, personalization, and customer satisfaction. 

This white paper explores how Agentforce enhances the customer experience and introduces Myridius AI Assist—a concierge that helps firms get the best out of Agentforce. 

 

The Rise of Agentic AI in Customer Experience 

With 70% of businesses investing in AI, organizations are moving beyond simple chatbots to AI-driven, intelligent customer engagement. Agentic AI acts as an intelligent co-pilot, making real-time decisions, anticipating needs, and enhancing efficiency. 

  • AI-Powered Assistance: Virtual agents are projected to handle 95% of customer interactions by 2025, resolving routine queries and reducing human agent workloads  
  • Contextual Personalization: AI-powered insights boost customer satisfaction scores (CSAT) by 25%, ensuring tailored recommendations and support 
  • Proactive Engagement: Predictive AI anticipates customer issues and lowers churn rates by up to 15%, strengthening brand loyalty 

 

Agentforce | Your Trusted AI Agent 

Powered by Salesforce, Agentforce leverages AI to transform customer engagement—making service, sales, and marketing more intuitive, predictive, and fully automated. Built on Salesforce AI, data, and RM, it integrates seamlessly with existing customer data, enabling businesses to: 

  • Predict + Personalize: Use real-time AI insights to anticipate customer needs and offer tailored solutions 
  • Automate + Accelerate: Reduce manual effort by automating workflows, case resolution, and personalized outreach 
  • Empower Agents + Customers: Equip customer service teams with AI-driven recommendations while enabling self-service capabilities for customers 
  • Seamless Omni-Channel Engagement: Provide consistent and intelligent experiences across chat, voice, email, and social platforms 

By embedding agentic AI into Salesforce’s ecosystem, Agentforce ensures that AI is not just an add-on, but a deeply integrated, business-driving force.

 

From Chatbots to Agentforce | The Next Step in AI Evolution 

As customer expectations evolve, businesses need more than just rule-based chatbots to provide seamless, intelligent, and proactive support. Agentforce represents the next generation of customer experience, going beyond scripted conversations and static screens to anticipate, act, and optimize interactions autonomously. 

FEATURES

TRADITIONAL CHATBOT

AGENTIC AI FOR CUSTOMER EXPERIENCE

Customer Interaction

Follows predefined scripts, handles FAQs

Engages in natural, adaptive conversations with real-time learning

Personalization

Generic responses based on static rules

AI-driven, hyper-personalized recommendations based on customer history and preferences 

Proactivity 

Responds when prompted 

Predicts customer needs and initiates helpful interactions 

Multi-Channel Support 

Limited to a few platforms 

Seamless, AI-driven engagement across voice, chat, email, and social 

Task Execution 

Limited to answering questions 

Automates entire workflows—resolving support tickets, processing refunds, and updating customer data 

Integration with CRM & Data 

Basic CRM lookups 

Deeply integrates with Salesforce, leveraging Data Cloud and Einstein AI for a unified 360° view 

Escalation to Human Agents 

Requires manual handover 

Smart escalation with full context, reducing agent workload 

Handling Complex Workflows 

Cannot execute multi-step processes; relies on human intervention

Automates entire workflows—from support ticket resolution to order modifications, refunds, and case escalations

Agentforce delivers a next-gen customer experience, far beyond what traditional chatbots offer.  

 

Introducing AI Assist – Your Concierge for Seamless Experience 

Myridius AI Assist platform, powered by Agentforce, is designed to supercharge customer engagement, streamline operations, and drive intelligent automation across industries. Whether you’re in Financial Services, Manufacturing, Travel, Healthcare, or Hi-Tech, AI Assist provides the tools, intelligence, and automation needed to deliver next-gen customer experiences. 

AI Assist Platform Capabilities 

  • Industry-Specific AI Agents: Supporting industries like Financial Services, Manufacturing, Travel, and Healthcare 
  • Extensive AI Use Cases: Covering client onboarding, travel assistance, dealer onboarding, service inquiries, and smart technician support 
  • Seamless Salesforce Integration: A perfect fit for Salesforce customers looking to jumpstart their Agentforce journey 

Key Features of AI Assist 

  1. Comprehensive AI Hub: A unified platform with 12 intelligent agents.
  2. Extensive Use Case Library: 50+ pre-built Agentforce use cases for rapid deployment.
  3. Multi-Cloud Compatibility: Supports 15+ clouds, including Industry Clouds. 
  4. Industry-Specific Expertise: Designed for five key industry domains. 
  5. Fast Deployment: Get started with AI Assist in just one week.

 

Agentforce AI Assist Industry Impact Matrix 

The Agentforce AI Assist Industry Impact Matrix highlights how AI-driven interactions, intelligent insights, and seamless collaboration transform key industries. By integrating Salesforce AI, data, and CRM, Agentforce optimizes client experiences, enhances service efficiency, and drives data-powered decision-making across Financial Services, Manufacturing, Travel, Hi-Tech, and Healthcare. 

Industry

Client Experience (Marketing & Sales Cloud + Experience Cloud) 

Service (Service Cloud + Field Service) 

Collaboration (Slack + Experience Cloud + MuleSoft) 

Insights (Data Cloud + Einstein AI + Agentforce AI Concierge) 
Financial Services (FSC, MuleSoft) 

Agentforce AI Advisors deliver hyper-personalized investment strategies and next-best actions 

Agentforce AI Bankers automate loan approvals, KYC verifications, and customer onboarding 

AI-powered financial concierge via Slack and self-service client portals 

AI-driven fraud detection, credit scoring, and wealth prediction models 
Manufacturing

Agentforce AI Sales optimizes dealer engagement, pricing, and demand forecasting 

Smart technician AI assists in predictive maintenance and automated service scheduling 

Real-time supply chain collaboration via Slack and digital experience portals 

AI-driven production planning, inventory forecasting, and supply chain risk mitigation 

Travel & Hospitality 

AI-powered concierge delivers real-time travel updates and itinerary recommendations 

Automated booking modifications, cancellations, and customer service 

Seamless guest experience via Slack-integrated AI chatbots and self-service portals 

Personalized upselling recommendations and predictive customer sentiment analysis 

Hi-Tech

Agentforce AI Partners optimize B2B sales, subscription renewals, and account-based marketing 

Automated technical support, product troubleshooting, and AI-powered self-service 

Collaboration hubs for developers and partners with Slack and MuleSoft integrations 

AI-driven product analytics, usage insights, and customer health scoring 
Healthcare

AI-driven patient engagement tools for personalized health recommendations 

AI-assisted claims processing, appointment scheduling, and insurance verifications 

Integrated patient-provider collaboration via AI-enabled Slack workspaces 

Predictive analytics for patient health, early diagnosis, and hospital resource optimization 

 

Elevate Your Customer Experience with Agentforce + AI Assist 

To stay ahead in an AI-driven world, businesses must move beyond traditional customer engagement and embrace intelligent, proactive, and hyper-personalized AI solutions. 

Salesforce Agentforce delivers predictive, automated, and omnichannel customer engagement, seamlessly integrating with Salesforce AI, data, and CRM. 

Myridius AI Assist enhances this transformation by providing a ready-to-use platform with pre-built AI agents, industry-specific use cases, and rapid deployment capabilities. 

With AI Assist, businesses can: 

  • Accelerate AI adoption with 50+ pre-built Agentforce use cases 
  • Achieve faster ROI by implementing AI-driven solutions within just one week 
  • Leverage deep industry expertise to enhance CX across Financial Services, Manufacturing, Travel, Healthcare, and more 

Now is the time to revolutionize customer experience with AI Assist and Agentforce. Ready to get started? Let’s explore how AI Assist can power your Agentforce journey. 



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