According to Gartner’s study, it is estimated that by 2028 at least 15% of day-to-day business decisions will be made through agentic AI. This puts in perspective not only the importance of Agentforce but also one of the AI tendencies of the future: multiagent systems.
But what exactly are multiagent systems? What industries can incorporate an Agentforce autonomous agent for business? In today’s article, we will see some use cases and benefits of AI agents in punctual industries. And if you are in Dallas, you can join the Inclusion Cloud team in the Salesforce World Tour 2024.
We’ll be there to witness Agentforce in action and help you plan the digital transformation your business needs to create the integrated ecosystem they need to work.
What Are Multiagent Systems?
Multiagent systems (MAS) are an AI trend that consists of networks of autonomous agents that collaborate to solve complex problems or achieve shared goals. Although each autonomous agent is programmed to make independent decisions, they are coordinated with the rest of them in the system.
In MAS, AI agents’ networks act like a team of professionals
Basically, they communicate, share knowledge, and synchronize actions to optimize outcomes, like any team of specialists working together on a shared project. MAS applications range from robotics to traffic management, enhancing decision-making and efficiency. Additionally, their decentralized structure enables adaptability and scalability for dynamic real-world scenarios.
How Many Agentforce AI Agents Can Your Business Use?
While Agentforce AI agents can be easily customized to fit into multiple industries, the platform has out-of-the-box options that fit the standards of various businesses. These are:
- IT agents.
- Retail agents.
- Operation agents.
- CX agents.
- Analytics agents.
- Healthcare agents.
- Banking agents.
- Finance agents.
In the next sections, we’ll be analyzing each one of these autonomous agents, as well as their benefits and use cases. However, bear in mind that these out-of-the-box AI solutions, while easy to deploy, still need an integrated digital ecosystem to work. Otherwise, you will only be accumulating tools that your teams will not be able to use, wasting time and money.
But don’t worry. At Inclusion Cloud we can help you. Book a meeting and let’s start laying the groundwork for your AI agents.
IT Agent
IT agents play a crucial role in maintaining a company’s IT infrastructure by automating network monitoring, threat detection, and helpdesk support. Their role is to actively scan for security vulnerabilities, providing real-time network insights and solving common issues almost without human intervention.
For support teams, this autonomous agent can handle routine troubleshooting, freeing up your IT professionals to focus on more complex tasks. Besides, its proactive approach to cybersecurity and system health helps prevent outages and data breaches, ensuring smoother operations and less downtime.
Use cases
- Monitoring networks for potential security breaches or vulnerabilities.
- Resolving helpdesk queries for employees and customers autonomously.
- Sharing actionable network insights to prevent downtime.
Benefits
- Enhances security posture through proactive monitoring.
- Improves response times for IT support cases.
- Reduces operational costs.
Retail Agent
Like GenAI, Agentforce is also very useful for retailers. Autonomous agents for retail are commonly used to enhance customer relationships and marketing efforts. Basically, they are used to:
- Automate campaign monitoring.
- Provide actionable insights
- Handling customer outreach (e.g. follow-ups on returns or complaints).
However, the basic idea behind this Agentforce agent is to ensure that your marketing and service teams can focus on high-level strategy while automation handles the rest. This not only improves customer retention and sales but also frees up your sales teams to focus on key tasks, which is critical in the holiday season, for example.
Use cases
- Sharing customer feedback and campaign performance insights with marketing teams.
- Proactively reaching out to customers for upselling or personalized offers.
- Managing service cases, such as refunds or complaints, effectively.
Benefits
- Drives targeted marketing and increases conversion rates.
- Enhances the customer experience with proactive communication.
- Reduces manual workload for customer service teams.
Operations Agent
Operations agents help teams manage complex workflows. Basically, they are used to create plans, allocate resources, track milestones, and identify bottlenecks autonomously. Constantly updating and monitoring progress can spot issues before they escalate, making it easier for managers to keep projects on track.
Whether for small teams or large-scale operations, this autonomous agent simplifies coordination, improves efficiency, and ensures that resources are utilized optimally. Overall, it is used as a tool to reduce delays and costs in project execution.
Use cases
- Coordinating project schedules and resourcing requirements.
- Tracking progress across departments and providing updates.
- Flagging bottlenecks or risks in operational plans.
Benefits
- Streamlines workflow management.
- Boosts productivity through real-time monitoring.
- Provides actionable insights for better decision-making.
Customer Experience (CX) Agent
As its names indicate, CX agents focus on improving customer experience by analyzing feedback, surveys, and reviews to identify areas for improvement. However, they not only detect dissatisfaction but also proactively suggest solutions, such as personalized offers or changes in service delivery to enhance customer loyalty.
In addition, this autonomous agent can manage communication across multiple channels, ensuring data consistency and responsiveness. Besides, constantly learning from customer interactions, it helps businesses to stay ahead of customer expectations, improving both satisfaction and retention in highly competitive markets.
Use cases
- Analyzing customer feedback to identify satisfaction trends.
- Suggesting strategies to improve customer loyalty and retention.
- Managing omni-channel interactions, such as social media, email, and phone.
Benefits
- Enhances customer satisfaction by responding proactively.
- Aligns brand strategies with customer needs and preferences.
- Ensures a consistent customer experience across channels.
Analytics Agent
Analytics agents bring data-driven decision-making to the forefront by automating data analysis and visualization. In short terms, they scan large datasets, identify patterns, and present insights in easy-to-understand visual formats (e.g. dashboards). Thanks to them, teams can make informed decisions quickly, even when dealing with complex information.
However, this kind of autonomous agent also offers actionable recommendations based on its findings, empowering businesses to optimize strategies, improve operations, and mitigate risks. Overall, all these allow organizations to reduce the time spent on manual data processing and interpretation, minimizing human error factors and streamlining time efficiency and decision-making.
Use cases
- Generating data visualizations for stakeholders to interpret trends.
- Identifying actionable insights from complex datasets.
- Recommending strategies based on data-driven analysis.
Benefits
- Democratizes data for all team members, enhancing data literacy.
- Accelerates decision-making with concise, visual insights.
- Identifies opportunities and risks more effectively.
Healthcare Agent
Healthcare autonomous agents are designed according to the exigent standards to handle patient management. Basically, while they don’t have anything to do with AI doctors, they manage all patient’s scheduling and reminders, also facilitating their access to their medical records by translating them into a common language.
However, we want to be clear on this: while they can have access to medical records, they are not able to diagnose anyone since their functions are merely administrative. Besides, while they have access to patient’s information, they only access them through the permission of the business users in charge according to the established Agentforce ethical framework.
Use cases
- Automating patient scheduling and reminders.
- Managing claims inquiries and resolutions for payers and providers.
- Delivering summaries of medical records to patients in plain language.
Benefits
- Reduces administrative burden on staff.
- Enhances patient engagement and satisfaction.
- Improves the speed and accuracy of multi-channel communication.
Banking Agent
Here, autonomous agents act as virtual assistants for banking operations, using advanced algorithms to analyze customer data, predict needs, and provide tailored services. Whether in retail banking, commercial services, or investment advice, they can manage client requests, offer personalized service, and even monitor transactions.
It helps banks streamline customer service, enhance personalization, and improve risk management by detecting potential threats and ensuring compliance with regulations. All this also allows us to reduce the manual workload of staff for your teams to focus on core and strategic areas.
Use cases
- Monitoring account activity for insights on client behavior.
- Responding to customer service inquiries across branches and digital platforms.
- Supporting compliance checks and personalized investment advice.
Benefits
- Improves customer retention through tailored service.
- Streamlines operations in retail, commercial, and investment banking.
- Enhances risk detection and fraud prevention capabilities.
Finance Agent
Finance agent provides organizations with real-time insights into their financial performance, helping them stay ahead of risks and opportunities. By autonomously analyzing financial reports, identifying discrepancies, and detecting fraud, the agent supports better decision-making.
It also ensures compliance with regulatory standards and offers suggestions to improve financial stability. This agent automates complex tasks like risk assessments, fraud detection, and compliance checks, enabling finance teams to focus on high-level strategy while the agent handles routine, yet critical, financial tasks.
Use Cases
- Generating financial reports and dashboards for leadership teams.
- Detecting fraudulent transactions and alerting stakeholders.
- Ensuring compliance with regulatory requirements through automated checks.
Benefits
- Mitigates financial risks with early fraud detection.
- Saves time on financial reporting and risk analysis.
- Ensures regulatory compliance with minimal manual effort.
Multiagent Systems Challenges: The Importance of Integrations
As we have seen, while there are many types of AI agents for business, Agentforce counts with several prebuild options easy to deploy and pre-programmed to many industry standards. With this platform, any business user can combine their strengths in one multiagent system.
However, there exists the misbelief that this is as simple as taking them out of the box and putting them to work. But this is far from the truth. While they are more independent than other AI systems, AI agents still rely heavily on data to work. Additionally, MASs need a digital environment with a seamless data flow that guarantees seamless coordination between them.
All this shows that, like any other AI system, agents need an integrated digital ecosystem to work properly. Otherwise, you will only be accumulating tools that your teams will not be able to use, increasing software expenses without seeing benefits in your ROI and leading to other problems that undermine efficiency like SaaS sprawl.
But at Inclusion Cloud we can help you. Book a meeting and let’s plan the digital transformation your business needs to stay ahead of the latest AI trends. Or meet us in person on the Salesforce Dallas World Tour this December 10th. Our team will be there to see Agentforce in action and help you find the integration solutions you need to incorporate AI agents. Register now and see it for yourself!