Salesforce Dreamforce 2024 Summarized in Three Words: Agentforce, Agent Builder and SDR Agent
Salesforce Dreamforce 2024 Summarized in Three Words: Agentforce, Agent Builder and SDR Agent
At Dreamforce 2024 (#DF24) Salesforce has unveiled Agentforce, a game-changing suite of autonomous AI agents that represent a pivot for Salesforce, which hopes to help to redefine how businesses operate. But with this revolutionary technology comes a question for enterprise leaders: Are they prepared to embrace the ‘pay-per-conversation’ model that often accompanies such AI-driven solutions?
Salesforce Launches Agentforce and an Einstein SDR Agent at Dreamforce 2024
Agentforce focuses on both out-of-the-box Configurable Agents such as an Einstein Sales SDR Agent and a Sales Coach. They are also offering the ability to build Agents via its new Agent Builder.
The Agentforce autonomous AI agents will augment employees and independently handle tasks across various business functions. Salesforce is touting the Atlas platform that leverages customer data and RAG to have a better understanding of the enterprise and customer knowledge. Salesforce has indicated that these agents are designed to support humans, such as Sales and Service personnel.
The Price of Progress: Will Enterprises Pay $2 Per Conversation?
Salesforce is upgrading enterprises on Enterprise Edition and above to base versions of some of the offerings such as Data Cloud so that Agentforce is ready to run. They have some credits for usage but are not fully featured.
At Dreamforce 2024, Salesforce indicated that it will offer Agentforce on a ‘pay-per-conversation’ model. The starting price for each conversation using Agents from Agentforce starts at $2 per conversation.
While this is the price target that Salesforce is shooting for, it has not indicated what new customers are paying at launch. We do expect many other firms to undercut this price and this will force Salesforce to offer alternate pricing options.
Agentforce in Action: The Wiley Example
Wiley, a global publishing and education company, has already witnessed the transformative power of Agentforce. By deploying an agent to handle routine inquiries, Wiley has achieved a remarkable 40% increase in case resolution. This not only surpasses the performance of their previous chatbot but also allows their human agents to dedicate their expertise to more complex and nuanced customer issues.
Impact on Enterprises and Actions Needed
For large organizations with high volumes of customer interactions, these costs can accumulate quickly. Therefore, it’s crucial for enterprises to carefully evaluate the potential return on investment (ROI) before adopting Agentforce. Factors like improved efficiency, reduced labor costs, and enhanced customer satisfaction should all be considered when weighing the financial implications. Aragon does recommend looking at multiple providers and getting cost estimates (via RFP or solicitation) before moving forward.
Bottom Line: Dreamforce 2024: Agentforce Means Salesforce is Competing in the Digital Labor Market
Salesforce’s Agentforce represents a positive move and a pivot for Salesforce.
Enterprises now face a crucial decision: to embrace this new paradigm or risk falling behind in an increasingly competitive landscape. While the ‘pay-per-conversation’ model might raise financial concerns, the potential benefits of Agentforce in terms of scalability, efficiency, and customer satisfaction cannot be overlooked.
We expect that Salesforce will offer customers incentives to its customers so that other competitors don’t offer a lower price option.
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