AMBITION
Reimagine the employee service experience
When Salesforce selected Deloitte Digital to serve as global integrators of their Agentforce technology for its 2024 launch, we knew it was a game-changing solution to bring to our clients. Notably, our first client for this initiative was Salesforce itself.
The goal of this technology implementation project was to transform the employee service experience. By becoming customer zero for Agentforce, Salesforce could strategically see all sides of the product and gather the benefits and learnings from its deployment to bring to the market. As the earliest adopters of their own technology, Salesforce could act as the first line of defense for proactive issue resolution.
Salesforce employees were facing challenges that included disproportionate time spent on low-value tasks, hindered overall productivity, and difficulty finding information rapidly and effectively. Our teams knew that AI agents like Agentforce could create opportunities for organizations to reimagine how work gets done and how businesses interact with employees and customers.
ACTION
Establish Salesforce as customer zero for Agentforce for Service Cloud
Once our teams reviewed the Agentforce for Service Cloud product roadmap and assessed its capabilities, we were able to identify, define, and prioritize use cases for the Salesforce employee experience. We then created the appropriate guardrails, instructions, and rigor to minimize AI bias and hallucinations, confirming accurate outputs.
We deployed Agentforce for Service Cloud with a set of assistive actions to dynamically summarize cases for employee experiences around criteria such as time period and case topic. By analyzing company-wide cyclical topic data and past use cases, we used Salesforce’s agentic AI technology to reduce case resolution time, increase case data quality, and allow employees to focus on more strategic, complex tasks—ultimately freeing up their time and reducing burnout.
ACHIEVEMENT
Faster case resolution and increased productivity
We deployed Agentforce for Service Cloud on the Employee Success Service Cloud platform for Salesforce’s Human Resources (HR) case management. Assessing the product value from the HR function of Agentforce gave us the insights we needed to develop a customer-facing technology evaluation with Salesforce leadership. We then improved upon the solution with our technology and product teams.
This brought tangible benefits to Salesforce’s employee service experience, including:
Today, we continue to build industry solutions through our Agent Advantage™ accelerator with Salesforce and Agentforce.
By implementing and improving Agentforce capabilities within Service Cloud, we helped position Salesforce to introduce AI agents to the broader market.
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