Salesforce CEO, Marc Benioff, demonstrated the new AI-powered product of the company, “Agentforce,” during his interview at CNBC’s Jim Cramer at Dreamforce 2024, the annual conference held in San Francisco by Salesforce. Mr. Benioff saw an opportunity to test the actual implications of the technology in the health service sector, where it expects to solve some of the gravest challenges, such as burnout of doctors.
Benioff emphasized the overwork of the healthcare providers and how the burden has increased post-pandemic, thus there is a need for immediate innovations in reducing the burden on them. “Our doctors and nurses just get burnt out after the pandemic,” Benioff said. “It makes all the tasks related to booking, more or less communication with patients, basic queries–all of these can be done with agents. It frees the healthcare providers to focus on the critical things about patient care.” And the solution to doctor burnout, he says.
The overall mission of Agentforce is to limit the execution of even more physically diverse activities in almost every area. But Benioff’s words at Dreamforce were extremely specific in their praise for healthcare. Besides scheduling, the system would also be able to carry out very mundane simple tasks- such as scheduling an MRI, responding to patient questions over lab results, for example. Such tasks will significantly lower the burden of clerical work on staff in healthcare.
The platform, however, goes much beyond the health sector. Benioff cited examples in other sectors where Agentforce has already begun to make a huge difference. Industries like ADP, OpenTable, Wyndham, and Wiley implement the platform to automate customer services. For example, publisher Wiley applied Agentforce during back-to-school rush hour, saving temporary staff to complete tasks.
As Benioff said, Agentforce varies greatly from most other automated tools used in customer service, which often end up frustrating. He emphasized that the facility would offer much smoother and more effective experience than older systems which force users to select their way through several options before getting help. “We can make those customers successful with their customers in these incredible new ways,” he said. He further pronounced that the facility was much more modern than normal automation systems.
And with the advancement of AI capabilities by Salesforce, Agentforce then stands poised to be a key and most potent agent in efficiency improvement in customer experience across several industries, particularly focusing on some of the more urgent challenges in healthcare.
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