Agentforce for Human Services

Dreamforce 2024 was perhaps the most impactful yet of Salesforce’s largest annual gathering. CEO Mark Benioff announced the rollout of Agentforce – the company’s new AI assistants which can handle tasks completely unsupervised. This is an enormous step in the AI revolution. For human services organizations, the question now is this: “What is the Agentforce platform and how would Agentforce help us?”

What is Agentforce?

Agentforce, Salesforce’s new AI-powered platform, is revolutionizing the way organizations utilize autonomous technology to handle daily tasks with minimal human intervention. This innovative solution is designed to serve businesses, nonprofits, and government agencies by automating complex workflows, reducing administrative burdens, and enhancing service delivery. As the leading AI agent assistant in the Salesforce ecosystem, Agentforce is the tool that enables organizations to increase efficiency while allowing staff to focus on high-impact, mission-driven tasks. 

How Does the Agentforce Platform Work?

Agentforce uses your organization’s data to power autonomous AI agents, which can handle a wide range of tasks across all Salesforce applications. You can custom-build each agent with a low-code process by simply defining the scope of their capabilities using natural language. You then create a library of actions for it to choose from. Organizations can also use natural language, instead of coding, to set guardrails for the agents. This governance tool ensures agents hand off certain tasks to a human that they cannot, or should not, complete. 

Since these agents can handle tedious, time-consuming tasks without supervision, staffers are freed to handle more high value tasks. The AI agents work as a team with the humans in your organization to streamline operations and ease workflow burdens. Considering how little work it takes to actually build an agent, that’s a pretty incredible payoff.

Possible Use Cases for Nonprofits & Government Agencies

Agentforce’s most prevalent use case at the moment is autonomously handling complex queries from clients and constituents. Think of it like a chatbot that does not require programming of an if/then decision tree, because instead it generates the answers itself using your data. Beyond that, it will actually take steps to resolve the issue by performing tasks that are within the set guardrails. Here are a few examples of requests that Agentforce could solve all on its own.

• “I need help getting a referral.”
• “What services do I qualify for?
• “I’d like to schedule an appointment.”
• “Where is a food pantry near me?”
• “Where is a homeless shelter that has room available?”
• “How do I tell the city about the crack in the sidewalk that’s a tripping hazard?”
  

The Agentforce platform can answer these queries and carry out actions independently, offering a highly efficient solution that saves time for both staff and clients.

Key Takeaways: What Makes Agentforce Unique?

• Autonomous AI Capabilities: Agentforce operates independently to complete tasks, reducing reliance on human intervention for repetitive actions.
• Customizable and Scalable: The platform’s low-code setup allows organizations to tailor AI agents precisely to their operational needs.
• Mission-Driven Outcomes: Built with human services in mind, Agentforce enhances productivity, allowing organizations to concentrate on impactful initiatives.

Data Strategy: The Backbone of Agentforce

A free-thinking chatbot that can actually take action to resolve issues will really take a load off of nonprofits and government agencies, and there will be many more Agentforce possibilities to come for human services as Salesforce makes further advancements.

However, you cannot begin to harness this powerful AI unless you take the all-important first step of modernizing and harmonizing your data. That requires a comprehensive data strategy molded by the people, processes, and technology at the heart of your organization. Provisio digs deep to learn the pain points of all three of these factors and how they interact with each other.

As the largest Salesforce consultancy focused solely on human services, Provisio is uniquely positioned to prepare nonprofits and the public sector with the data infrastructure needed for Agentforce – and whatever amazing AI advances Salesforce will surely make in the future. Contact us today to discover what Agentforce can do for your organization!