In today’s fast-paced world, waiting is not an option, especially when your customers need immediate assistance. They expect instant responses, and your business demands real-time insights to empower your agents. Every millisecond counts in delivering exceptional service. That’s why we’re thrilled to announce a leap forward in Salesforce Data Cloud that significantly enhances Agentforce: Real-Time Ingestion and Real Time Actions.
Supercharging Agent Responses: The Real-Time Ingestion API
Imagine your customer service agents equipped with the very latest information the moment an interaction begins. That’s the power the Real-Time Ingestion API brings to Data Cloud, and through it to Agentforce. This isn’t just about faster data; it’s about providing agents with critical context right when they need it most. By capturing customer interactions, or even recent transaction history the instant they occur, this API feeds a live stream of intelligence into Data Cloud. Say goodbye to agents relying on stale or delayed information. With sub-second data flow, your agents gain an immediate, comprehensive view of the customer’s current situation, enabling truly context-aware and personalized experience.
Consider a customer contacting support about a potential issue with their connected device. With Real-Time Ingestion, Agentforce can instantly access a unified view of the customer, drawing from real-time streaming data within Data Cloud. This includes sources like customer website browsing behavior, mobile app interactions, point-of-sale transactions, and IoT sensor data from connected devices. This enables the agent to see the device’s current status, recent performance data, and any error logs, without the customer having to explicitly provide this information.
This immediate context allows the agent to diagnose the problem faster, offer more accurate solutions, and ultimately deliver a superior service experience. Similarly, in financial services, an agent assisting with a transaction inquiry can instantly see the latest account activity, potential fraud alerts, and relevant customer history, empowering them to resolve issues efficiently and securely. The Real-Time Ingestion API transforms Agentforce into a proactive problem-solving hub, fueled by the freshest data available.
Activating Agentic AI: Real-Time Actions Driving Intelligent Agent Workflows
While real-time data acts as the foundation, the true power of Agentforce is unlocked when agents can instantly act on that information. With Real-Time Actions, you can now automate key steps and provide intelligent guidance directly within the agent’s workflow in Agentforce. Set up rules based on the continuous stream of real-time data, and watch as Agentforce dynamically adapts to provide agents with the right tools and information at the precise moment they need them. This means intelligent automation that assists agents in real-time, leading to faster resolutions, increased efficiency, and improved agent satisfaction.
For instance, imagine a customer expressing frustration during a chat interaction. With Real-Time Actions, this sentiment can be detected in real-time, automatically triggering a recommendation within Agentforce for the agent to offer a specific discount or escalate the case to a specialized support team. In another scenario, if Real-Time Ingestion detects a high-value customer initiating a service request, a Real-Time Action can automatically prioritize their case within the Agentforce queue and surface relevant knowledge articles tailored to their specific needs, based on context from current browsing or IoT Signals. By leveraging Automation Event Triggered Flows, you can build sophisticated, reactive workflows that guide agents through complex processes, provide them with contextually relevant information, and even automate repetitive tasks, freeing them up to focus on delivering empathetic and effective customer interactions. Real-Time Actions transforms Agentforce from a reactive tool to a proactive, AI-powered assistant, empowering agents to be truly real-time and agentic.
Availability and Requirements for Agentforce Integration:
Both Real-Time Ingestion and Real-Time Actions are available to Data Cloud customers with the Sub-second Real-Time Profile & Entities SKU. To leverage Real-Time Actions within Agentforce, Salesforce Foundations is also required. Contact your Account Executive to learn how to integrate these powerful capabilities and empower your agents like never before.
Empower Your Real-Time Agents Today:
We’re incredibly excited about the transformative potential of combining Real-Time Ingestion and Actions with Agentforce. This integration marks a significant step towards creating truly real-time agents, equipped with the intelligence and automation needed to deliver exceptional customer experiences.
