Agentforce is built on the Salesforce Platform and integrates with Salesforce’s Customer 360 ecosystem. It includes a low-/no-code Agent Builder that allows businesses to create custom agents. It uses the Atlas Reasoning Engine, which includes retrieval augmented generation (RAG) to improve results from Data Cloud. Agentforce and chat agents are both tools that can help businesses improve customer engagement, but they have some key differences:
AgentforceAn AI-powered platform that uses the Atlas Reasoning Engine to help businesses handle customer service, sales, and marketing:
Features: Agentforce agents can:
Operate autonomously within customized guardrails
Adapt to real-time data
Integrate with human employees
Respond naturally and adapt to situation
Personalize interactions based on a customer’s past interactions and preferences
Operate 24/7 across self-service portals and messaging channels
Be embedded in a website, mobile app, WhatsApp, employee apps, or business processes
Chat agentsLive chat tools that can help agents provide fast, personalized support:
Features: Chat agents can:
Save time by sending quick responses
Reduce typos and incorrect information
Increase conversion rates by driving the conversation
Provide informed responses
Handle multiple customers