How to supercharge your service teams with AI agents

Discover 5 ways AI-powered agents can help you scale and enhance customer service while also controlling your costs.

Balancing the cost of customer service with striving to elevate the customer experience can feel like a juggling act. Cut costs too much, and you risk frustrating your customers. Invest more, and you’re under pressure to justify the expense.

This dilemma is all too familiar for those in finance, retail, utilities, and other consumer-facing sectors. Customers expect personalised service on their preferred channels. They want rapid responses to their questions, 24/7. At the same time, budgets and teams are stretched to their limits.

But what if you could solve this dilemma and simultaneously reduce costs and deliver better service? Enter Agentforce.

“92% of service teams with AI say it reduces their costs”

Salesforce AI Consumer Experience Insights, October 2024

By extending your team with AI agents, Agentforce can help you scale and enhance customer service while keeping costs in check.These digital workers use your data and business rules to make decisions, solve problems, and get things done. So you can deliver better, faster service and free your team members up for tasks requiring a human touch.

5 ways you can put AI agents to work in your organisation 

We have created a comprehensive guide to help you get started with Agentforce and transform your service operations. As a preview of our guide, here are five ways AI agents can supercharge your service teams.

1. Automate responses and tasks with knowledge-based agents

Thirty-eight percent of small and medium business service professionals say they often struggle to resolve customer inquiries promptly*. Knowledge-based agents can help by offering instant, accurate responses to common inquiries like questions about products or warranties. They can also streamline the completion of tasks like password resets and carry out troubleshooting of product or technical issues.

*Salesforce State of Service, September 2022

Over a third (34%) of consumers would work with an AI agent instead of a person to avoid repeating themselves

Salesforce AI Consumer Experience Insights, October 2024

2. Increase employee productivity with an assistant agent

Assistant agents empower both new hires and seasoned team members by providing instant access to critical data and guidance. These agents eliminate the need for lengthy onboarding or training sessions and provide step-by-step support for complex processes, reducing errors and boosting confidence.

85% of customer service reps at organizations who use AI say it saves them time

Salesforce State of Service, April 2024

3. Drive field service efficiency with agents for pre-, post-, and on-site work

Field service teams can benefit significantly from autonomous AI agents that enhance efficiency at every stage of the service process. For example, pre-visit agents can generate tailored briefings, including customer data, asset history, and service records, ensuring technicians are well-prepared. On-site agents can process images or error codes to deliver troubleshooting steps in real time, enabling quicker resolutions. Post-visit agents can then close cases, update records, and ensure data is accurately captured for future reference.

4. Maximise recurring revenue with an agent for subscription management

Subscription management agents integrate customer insights and intelligent rules to minimise churn, deliver timely offers, and enhance customer lifetime value.For example, if a customer tries to cancel a subscription, the agent could offer a retention incentive, such as a discount or free upgrade. If the customer declines, the agent can escalate the case to a human for a more tailored approach.

5. Deliver an efficient and personalised customer experience with an onboarding agent

By delivering efficient and personalised support, onboarding agents ensure a seamless start to any relationship, whether a customer or new employee. For instance, if a customer purchases a smart home device, an onboarding agent can guide them through installation and offer troubleshooting tips in real-time if they encounter any issues. The result is a better customer experience and fewer calls to the customer service team.

83% of sales teams with AI saw revenue growth in the past year — versus 66% of teams without AI

Salesforce State of Sales, July 2024

Getting started with Agentforce

Agentforce isn’t just about automation. It represents a transformative leap in AI-powered service delivery, enabling you to achieve cost efficiency and customer satisfaction at scale. Arcturious can help guide you on this journey and create intelligent digital assistants that seamlessly blend into your workforce to enhance service and productivity.

To learn more, download our ebook, Supercharge Your Service Teams with Agentforce AI Agents.

You’ll learn:

  • What is Agentforce and how to build a trusted data foundation for AI success
  • Practical use cases to empower your service teams
  • How to run a successful Agentforce pilot