What is Agent Force and how does it improve customer service?

Agent Force is a strategy that combines the capabilities of AI and human service managers to deliver more efficient and personalized customer service. AI handles routine tasks, while service managers focus on complex interactions, leading to improved customer satisfaction.

What are the key benefits of collaboration between AI and service managers in Agent Force?

The main benefits include improved customer experience, reduced burnout and turnover rates for service managers, and shorter onboarding and training times for new employees.Ultimately, this leads to more efficient and effective customer service operations.

How does Agent Force ensure a smooth transition between AI and human service managers?

Agent force captures and summarizes the core context of customer interactions, allowing service managers to quickly understand the issue without requiring the customer to repeat details. This ensures a seamless and satisfactory support experience.

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CRM

Q: How does AI reduce burnout for service managers?

AI automates repetitive tasks, substantially reducing the workload and stress on service managers.This leads to higher job satisfaction and a lower turnover rate.

Technology

Salesforce Adds AI Agent Control with MuleSoft Agent Fabric

by Rachel Kim – Technology Editor October 9, 2025

written by Rachel Kim – Technology Editor

Salesforce is extending its MuleSoft integration platform with new capabilities for controlling artificial intelligence agents, aiming to streamline workflows across ⁤industries from banking to logistics.The additions-Agent Governance, Agent Broker, Registry, and Visualizer-promise to coordinate‌ data,⁣ automate tasks, ⁢and⁤ manage access rights, offering businesses greater control over AI deployments.

The move addresses a growing need for governance as companies rapidly adopt AI. Salesforce cites use cases including loan processing, supply chain management, ⁢and employee onboarding, where AI agents can automate complex processes. Agent Governance is currently available, with the agent Broker in beta and the Registry and Visualizer slated for general availability in October 2025. These⁢ tools will allow organizations to centrally manage and ⁣monitor AI agents, ensuring compliance ‌and efficiency as they scale AI ⁣initiatives.

salesforce highlights several request scenarios. In loan origination, agents can coordinate customer data, credit⁤ checks, digital signatures, and compliance protocols. Within supply chains, agents will facilitate interaction between logistics, ⁢SAP systems, and quality control teams to proactively ‌prevent disruptions. During employee onboarding, the platform will automate the assignment of access ‌rights and training materials, while simultaneously controlling IT ⁣access.

According to Salesforce, the modules will be rolled out incrementally. Agent Governance is available now, the Agent Broker is in beta testing, and the Registry and Visualizer are expected to be generally available⁤ in October 2025.

October 9, 2025 0 comments

Technology

Man Hanged on Traffic Sign: Acquittals After Years of Legal Battles

by Rachel Kim – Technology Editor September 30, 2025

written by Rachel Kim – Technology Editor

Brabant Walloon, Belgium – A ‌Facebook friend ‍request⁢ spiraled into a⁤ violent altercation leaving one man blinded in one eye and⁢ both individuals acquitted of⁣ assault charges, a Belgian court ruled this⁢ week. The case, stemming from a ⁣2017 incident, centered ⁣on accusations that Arnaud severely injured Michaël⁢ following a dispute believed ⁣too have originated with online interactions.

Michaël testified he sustained devastating injuries, stating, “Given ‍my wounds, I am sure ⁢I was still struck while I was on the ground and unconscious. I had six or seven stitches at the back‌ of the skull. I had ⁣hematomas at ⁣the level of the‍ face. ⁤Currently I no ⁤longer see anything left, I will most likely have to wear an ocular prosthesis.the skin of my face was damaged,as if you had rolled up low.” He maintained Arnaud continued the assault even after he‌ was incapacitated, ⁢resulting in a cerebral concussion and⁣ the loss of‍ his eye. Michaël also reported broken teeth.

Tho, the Court of Appeal persistent arnaud acted in‌ self-defense, delivering only‌ two punches.The ⁣court‍ suggested⁤ Michaël’s head injury – the six or seven stitches to the back of the skull – likely resulted from a fall, “On the back of the head, with a possible hit on the ground, for⁤ example against a ‌border.”

Michaël himself faced prosecution for firing a shot at Arnaud during the confrontation, ‍but was also acquitted, with the court finding he “defended himself in ⁣a proportionate way by limiting himself to a blow to Arnaud who had ⁤caught him and glued against⁤ the wall/wall.”

Despite losing an eye,‍ Michaël will not recieve compensation ‍from Arnaud, as the court declared itself incompetent to rule on damages following the acquittal. The ‌eight-year legal battle concluded ‌with both men cleared‌ of wrongdoing, a dramatic outcome⁢ following a dispute⁣ initially sparked by a simple social media connection.

September 30, 2025 0 comments

Technology

Retailers Leverage Snapchat for Gen Z and Gen Alpha Engagement

by Rachel Kim – Technology Editor August 1, 2025

written by Rachel Kim – Technology Editor

This article discusses the growing purchasing power of Gen Alpha (children under 15) adn how brands are leveraging Snapchat to reach this demographic.

Here’s a breakdown of the key points:

Gen Alpha’s Purchasing Power: Gen Alpha, with guardians who have children under 15, has an estimated $28 billion in direct purchasing power.
Snapchat’s Popularity with Gen Alpha:
While only 14% rank Snapchat as their favorite social network, a significant 84% check it at least once a day.
This makes Snapchat a “vital engagement tool” for brands targeting young shoppers.
American Eagle‘s Snapchat Strategy:
The specialty apparel retailer is using Snapchat for its fall 2025 promotional campaign, “Sydney Sweeney has Great Jeans,” featuring actress Sydney Sweeney.
The campaign includes interactive 3D billboards and a Snapchat lens where Sweeney directly interacts with users.
American Eagle is also a pioneer in using Snapchat’s Promoted Places feature on Snap map, allowing users to discover store information, content, and shop directly from the map. They are also launching an AR try-on Lens for their jeans. Snapchat’s Interaction Features: The platform’s focus on direct communication (texting, video chatting, photo exchange) fosters authenticity and “real life” interaction, even through digital means. Snapchat’s Augmented Reality (AR) Capabilities: Retailers are using AR to engage consumers in new ways.
Chipotle’s Snapchat Partnerships:
The fast-casual chain used an exclusive AR Lens for National Avocado Day, allowing customers to scan real avocados for a chance to win free guacamole. Previously, Chipotle partnered with Snapchat to promote its 2023 lifestyle Bowls with an AR lens encouraging users to follow Chipotle-inspired exercises.

In essence, the article highlights Snapchat’s effectiveness as a platform for brands to connect with the younger generation, notably Gen Alpha, through interactive and augmented reality experiences.

August 1, 2025 0 comments

Technology

AI & Salesforce: The Future of Customer Service Strategy

by Rachel Kim – Technology Editor July 3, 2025

written by Rachel Kim – Technology Editor

Agent Force: AI and Human Collaboration revolutionizing Customer Service

Table of Contents

Agent Force: AI and Human Collaboration revolutionizing Customer Service

In today’s fast-paced business habitat, companies are constantly seeking innovative ways to enhance customer service and streamline operations. A groundbreaking approach gaining traction is Agent Force, a strategy that leverages the power of artificial intelligence (AI) in collaboration with human service managers to deliver exceptional customer experiences.

The Synergy of AI and Service Managers

The core principle of Agent Force lies in recognizing the unique strengths of both AI and human agents.AI excels at automating repetitive tasks, processing vast amounts of data, and providing fast answers to common queries. Service managers, on the other hand, bring empathy, critical thinking, and problem-solving skills to complex and nuanced customer interactions.

By seamlessly integrating these capabilities,Agent Force creates a customer service ecosystem that is both efficient and personalized. AI handles the initial triage, addressing routine issues and gathering relevant information. When a situation requires a human touch, the interaction is seamlessly transferred to a service manager who can provide tailored support and build rapport with the customer.

Did You Know? According to a recent study by McKinsey, companies that successfully integrate AI into their customer service operations see a 20% reduction in costs and a 15% increase in customer satisfaction.

Key Benefits of Agent Force Implementation

Implementing Agent Force offers a multitude of benefits for businesses of all sizes. These advantages span improved customer experiences, enhanced employee well-being, and streamlined operational efficiency.

Improved Customer Experience

Customers benefit from faster response times,more accurate information,and personalized support.AI-powered chatbots can provide instant answers to frequently asked questions, while service managers can focus on resolving complex issues and building lasting relationships. This combination leads to a more comprehensive and satisfactory customer journey.

Reduced Burnout and Turnover Rate

By automating repetitive tasks, AI significantly reduces the workload and stress on service managers.This not only increases efficiency but also improves employee morale and reduces burnout. Happier and more engaged service managers are more likely to stay with the company, leading to lower turnover rates and a more stable customer service team.

Shorter Onboarding and Training Time

AI-powered tools can provide real-time guidance and education to new service managers, enabling them to handle complex problems with confidence from day one. This reduces the time and cost associated with traditional training methods and allows companies to scale their customer service operations more efficiently.

Pro tip: Invest in a robust knowledge base that is easily accessible to both AI and human agents. This will ensure consistent and accurate information is provided to customers, regardless of the interaction channel.

The Role of the Service Assistant

A key component of Agent Force is the service assistant, an AI agent designed to empower service managers. The service assistant analyzes the context of the customer’s problem, reviews past interactions, and accesses relevant knowledge documents to create a structured, step-by-step solution plan. This reduces the cognitive burden on service managers and enables them to resolve issues more confidently and efficiently.

Agent force in Action: A Seamless Transition

Agent Force ensures a smooth transition when an interaction needs to move from AI to a human service manager.The AI captures and summarizes the core context of the conversation, allowing the service manager to quickly understand the issue without requiring the customer to repeat themselves. this seamless handoff results in faster problem-solving and a more satisfying support experience for the customer.

Key Benefits of Agent Force
Benefit	Description
Improved Customer Experience	Faster response times,accurate information,personalized support.
Reduced Burnout	Automation of repetitive tasks, lower stress levels for service managers.
Shorter Onboarding	AI-powered guidance for new employees, reduced training time and costs.
Seamless Transition	Smooth handoff between AI and human agents, faster problem resolution.

The Future of Customer Service is Here

Agent Force represents a paradigm shift in customer service, moving away from siloed approaches to a collaborative model that leverages the best of both AI and human intelligence. By embracing this strategy, companies can unlock new levels of efficiency, personalization, and customer satisfaction.

What are your thoughts on the role of AI in customer service? How do you see Agent Force evolving in the coming years?

Ready to transform your customer service operations? Contact us today to learn more about implementing agent Force in your organization.

Evergreen insights: The Evolution of Customer Service

Customer service has evolved dramatically over the past few decades, from simple phone-based support to multi-channel interactions encompassing email, chat, social media, and now, AI-powered solutions. The rise of digital channels has created both opportunities and challenges for businesses, requiring them to adapt their strategies to meet the evolving expectations of customers.

The integration of AI into customer service is not a new phenomenon, but its capabilities have advanced significantly in recent years.Early AI applications were limited to basic chatbots and automated responses, but today’s AI-powered solutions can handle complex tasks, personalize interactions, and even predict customer needs. This evolution has paved the way for Agent Force, a strategy that combines the strengths of AI and human agents to deliver truly exceptional customer experiences.

Frequently Asked Questions About Agent Force

What is Agent Force and how does it improve customer service?: Agent Force is a strategy that combines the capabilities of AI and human service managers to deliver more efficient and personalized customer service. AI handles routine tasks, while service managers focus on complex interactions, leading to improved customer satisfaction.
How does AI reduce burnout for service managers?: AI automates repetitive tasks, significantly reducing the workload and stress on service managers. This leads to higher job satisfaction and a lower turnover rate.
What role does a service assistant play in Agent Force?: A service assistant is an AI agent designed to help service managers handle customer interactions more efficiently. It provides step-by-step solutions based on the context of the problem, interaction history, and knowledge documents.
How does Agent Force shorten onboarding and training time for new service managers?: AI tools provide real-time guidance and education, allowing new service managers to handle complex problems with confidence from day one. This reduces the time and cost associated with traditional training methods.
What are the key benefits of collaboration between AI and service managers in Agent Force?: The main benefits include improved customer experience, reduced burnout and turnover rates for service managers, and shorter onboarding and training times for new employees. Ultimately, this leads to more efficient and effective customer service operations.
How does Agent Force ensure a smooth transition between AI and human service managers?: Agent Force captures and summarizes the core context of customer interactions, allowing service managers to quickly understand the issue without requiring the customer to repeat information. This ensures a seamless and satisfactory support experience.

Share your thoughts! What are the biggest challenges you face in delivering exceptional customer service?

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July 3, 2025 0 comments

Business

NEWS and NEWS from Blomberg

by Chief editor of world-today-news.com August 15, 2024

written by Chief editor of world-today-news.com

August 15, 2024

Markus Bültmann

Looking forward to a good collaboration: Gero Tippenhauer (right) together with the press spokesman for Blomberg-Marketing, Detlef Stock. (Photo Blomberg-Marketing)

The traditional Blomberg company “Tippenhauer Zweiräder” from Hellweg 1 in Blomberg is now a new member of Blomberg Marketing. After the boss, Gero Tippenhauer, and his team already took part in a campaign for the Carnation Festival, he has been a permanent member of the marketing network of the Carnation City for several weeks.

Marketing office manager Jasmin Whiting and press spokesman Detlef Stock visited Gero Tippenhauer in his shop to welcome him and exchange ideas. Gero Tippenhauer once again presented the range of services offered by “Tippenhauer Zweiräder”. “We offer personal service for everything to do with bicycles – from children’s balance bikes to modern racing bikes or mountain bikes. And we do this both as bicycles and e-bikes.” The Blomberg location and the easy accessibility on the Hellweg are also important for the company, “we value personal advice and contact with our customers.”

“For us as a marketing association, it is important that we can attract many members from our city and that they come from all areas of society if possible,” emphasised Jasmin Whiting and Detlef Stock in agreement, “in addition to private individuals and associations, we naturally also focus particularly on members from the areas of trade, crafts, services and industry. With additional members, our association continues to gain importance and competence. We are therefore very pleased about our new member.”

August 15, 2024 0 comments

Business

Survey: Less than half of companies create truly positive customer experiences

by Chief editor of world-today-news.com August 2, 2024

written by Chief editor of world-today-news.com

According to a survey conducted by HBR Analytics Services in collaboration with Tata Communications, 94 percent of respondents believe consistently positive customer interactions are very important to business success in their industry. However, only 38 percent of respondents say their company is very successful at this.

The survey also highlights some of the obstacles that companies need to overcome in order to create first-class customer relationships:

48 percent of respondents cite a lack of collaboration between teams as a challenge that could hinder a consistent customer journey.
Thirty-nine percent find that customer data is siloed or inconsistent, which likely makes personalizing customer experiences difficult.
35 percent think that using different digital tools or dashboards within the company is challenging; this can cause problems for both customers and employees.
Almost half (49 percent) of respondents believe that their company does not have the right technology to ensure optimal customer communication.

The survey also shows that every customer interaction is a building block that shapes the perception of a company or brand. These interactions add up to create the complete customer experience, demonstrating that individual interactions, positive experiences and business results are inextricably linked.

“Brands face numerous challenges when it comes to delivering an excellent customer experience,” says Mauro Carobene, Vice President and Global Head – Customer Interaction Suite at Tata Communications. The most important ones are “isolated data, lack of cross-departmental collaboration and working with multiple partners across different channels. When brands work on individual touchpoints instead of seeing each interaction as part of a customer journey, they don’t have a holistic view of their customers.”

The study also shows the importance of making cross-channel customer interactions seamless, consistent and personal:

97 percent of respondents say their company will focus on one or more customer experience improvements in the next twelve months.
More than half (53 percent) of respondents say that their company will increasingly use tools for analyzing customer data and customer relationship management (51 percent) in the next twelve months.
Forty-six percent plan to increase the use of process and workflow automation, while a similar proportion (44 percent) plan to increase the use of tools to improve customer experience or customer loyalty.

“This study makes it clear that the experience a company offers is often as important to customer satisfaction and loyalty as its products or services,” said Alex Clemente, Managing Director of HBR Analytics Services, commenting on the results. Improving the customer experience is “not just the job of customer service and marketing teams.” Instead, “every team that deals with the customer should have the opportunity to collaborate and contribute to it.”

You want to know more?
These results are part of a global survey of 264 members of the Harvard Business Review Audience, all of whom are familiar with their company’s strategy regarding customer interactions. The survey was conducted in December 2023 and is available after registration here – in English – for download ready.

August 2, 2024 0 comments

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