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.
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.
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:
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.
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.
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FEATURES |
TRADITIONAL CHATBOT |
AGENTIC AI FOR CUSTOMER EXPERIENCE |
|
Customer Interaction |
Follows predefined scripts, handles FAQs |
Engages in natural, adaptive conversations with real-time learning |
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Personalization |
Generic responses based on static rules |
AI-driven, hyper-personalized recommendations based on customer history and preferences |
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Proactivity |
Responds when prompted |
Predicts customer needs and initiates helpful interactions |
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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 |
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Integration with CRM & Data |
Basic CRM lookups |
Deeply integrates with Salesforce, leveraging Data Cloud and Einstein AI for a unified 360° view |
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Escalation to Human Agents |
Requires manual handover |
Smart escalation with full context, reducing agent workload |
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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.
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.
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.
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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 |
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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 |
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:
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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