3 Agentforce Use Cases for Industry-Specific Challenges

01

of 07

Telecommunications

The telecommunications sector faces numerous challenges, such as network maintenance, customer churn, complex billing processes, and the increasing demand for personalised, omnichannel customer service. These challenges often result in inefficiencies, errors, and a negative customer experience.

Agentforce addresses these challenges by providing AI-powered solutions that automate key telecommunications processes, such as customer service, network monitoring, and billing inquiries. These intelligent agents integrate with telecom systems to deliver real-time support, improve operational efficiency, and enhance customer satisfaction.

How Agentforce Helps:

• Customer Support & Inquiry Handling: Automates responses to billing questions, service availability, and technical support requests. Enhances personalized interactions, reducing wait times and improving service quality.
• Churn Prediction & Retention: Analyses customer behaviour and usage patterns to predict churn, offering proactive solutions to retain valuable customers.
• Network Monitoring & Troubleshooting: Detects network issues in real-time, reports them to engineers, and provides troubleshooting assistance to reduce downtime and improve service reliability.
• Billing & Payment Assistance: Automates bill generation, payment reminders, and dispute resolution, making billing processes smoother and reducing customer frustrations.
• Sales & Plan Recommendations: Provides personalized recommendations for new services or upgrades based on usage data, improving cross-selling opportunities and customer satisfaction.
• Technical Support Automation: Assists in diagnosing and resolving technical issues by offering step-by-step guides and troubleshooting tips, freeing up agents to handle complex cases.

By automating routine processes, Agentforce helps telecom companies improve operational efficiency, reduce churn, and deliver a higher-quality customer experience.

Key Salesforce Products for Telecommunications:

• Sales Cloud: Helps telecom companies manage and track customer interactions, sales opportunities, and service upgrades.
• Service Cloud: Streamlines customer support through AI-powered case management, omnichannel communication, and knowledge sharing.
• MuleSoft: Integrates telecom data across different systems and networks, ensuring seamless customer experiences and improving data visibility.
• Tableau: Provides data analytics and visualizations to track key performance indicators (KPIs), customer satisfaction metrics, and network performance in real-time.

By leveraging these tools, Agentforce empowers telecommunications companies to enhance customer interactions, improve operational workflows, and stay competitive in an evolving market.

02

of 07

Agentforce Use Case in Telecommunications

Challenge: Telecom companies often struggle with customer churn, especially when customers feel underserved or are unaware of better plans suited to their needs.

Solution: Agentforce analyses customer data, such as usage patterns and service history, to predict which customers are most likely to churn. The system can proactively offer targeted promotions, discounts, or customized plans to at-risk customers, often through automated communication channels like email, SMS, or chatbot.

Benefits:

1. Reduced churn rates through proactive retention strategies.
2. More personalised customer engagement.
3. Improved customer loyalty and lifetime value.

03

of 07

Retail and E-commerce

Agents don’t just assist, they know your business.

They plan through data-driven decisions and take action, whereas bots are often repetitive, reactive, scripted, and provide minimal information. Check out this Salesforce example on the difference between a bot and an autonomous agent for retail and e-commerce on Commerce Cloud.

Image 1. The difference between bots and autonomous agents. Source: Lisbon Agentforce Workshop 2024

Bot (Basic Automation)

• A bot follows pre-defined rules and scripts.
• It typically requires user input and responds in a structured way.
• Bots often struggle with context, flexibility, or learning from interactions.
• For example, in the left chat, the bot fails to understand “It’s the last item I purchased” and keeps asking for the order number.

Autonomous Agent (Advanced AI)

• An autonomous agent operates with more independence and decision-making ability.
• It can process complex inputs, adapt to changing conditions, and make context-aware decisions.
• It may use AI techniques such as machine learning to improve over time.
• In the right chat, the agent understands, “It’s the last item I purchased,” retrieves the order number, and even allows a product exchange without explicitly requiring structured input.

How Agentforce helps:

• Enhancing Customer Engagement: Agentforce improves customer interactions by providing personalised, context-aware support across multiple channels.
• Optimising Inventory and Order Management: Agentforce helps retail businesses manage their inventory and orders by predicting demand patterns and automating restocking decisions.
• Improving Sales Performance: Agentforce optimises upselling and cross-selling opportunities by leveraging AI. It analyses customer shopping behaviours and suggests complementary products, helping to increase average order value and drive sales.
• Streamlining Customer Support: These agents can maintain context during conversations, eliminating the need for customers to repeat themselves, while also offering solutions in real-time for faster resolutions.
• Boosting Marketing Efficiency: Agentforce helps automate marketing campaigns by delivering personalised offers based on customer data. It ensures customers receive targeted promotions, discounts, and product recommendations that align with their preferences, boosting engagement and conversion rates.
• Driving Data-Driven Decisions: Agentforce uses AI to gather insights from customer interactions, sales trends, and inventory levels, helping retail businesses make data-driven decisions. The AI continually analyses this data to adjust strategies in real-time, ensuring businesses remain responsive to changing market conditions.

Key Salesforce Products:

1. Commerce Cloud – Enables seamless integration of personalized recommendations into the e-commerce platform.
2. Sales Cloud – Provides detailed customer profiles, enabling Agentforce agents to understand customer preferences better and drive tailored interactions.
3. MuleSoft – A powerful integration platform that allows retail and e-commerce organisations to connect disparate systems, enabling seamless data sharing across inventory, customer, and sales platforms.
4. Tableau – Provides advanced data analytics and visualisations to help retail and e-commerce businesses gain insights into customer behaviours, sales performance, and inventory trends.

04

of 07

Agentforce Use Case in Retail and E-Commerce

Challenge: Traditional retail bots often struggle to understand customer preferences and provide relevant recommendations, leading to frustrating experiences. Customers need a more personalised shopping experience where they feel understood and guided towards the products they truly want.

Solution: Agentforce’s autonomous agents use advanced AI to analyse customer data, preferences, and past interactions to offer highly personalised shopping suggestions. These agents understand natural language, so if a customer says, “I need a jacket for winter,” the agent will provide tailored options, taking into account style, size, and previous purchase history.

Benefits:

• Improved customer experience through personalised recommendations.
• Increased conversion rates and average order value.
• Reduced friction in product discovery and decision-making.

05

of 07

Healthcare

The healthcare sector faces numerous challenges, including long wait times, administrative inefficiencies, difficulty managing patient information, and communication delays. These issues can lead to poor patient experiences, provider burnout, and operational bottlenecks.

Agentforce addresses these challenges by streamlining key processes like appointment scheduling, patient follow-ups, and inquiries. Integrated with Health Cloud, these AI agents ensure timely, accurate responses, improving efficiency and patient engagement.

Image 2. Intelligent Appointment Management. Simplify agent-assisted scheduling and improve patient satisfaction with guided bookings, waitlisting, and multi-participant appointments to reduce no-shows.

How Agentforce helps:

• Enhancing Patient Services: Summarises medical histories, automates personalised communication, and digitises health assessments.
• Optimizing Provider Networks: Analyses provider details to improve efficiency and reduce wait times.
• Improving Patient & Program Outcomes: Monitors adherence and satisfaction, offering actionable recommendations.
• Simplifying Benefits Verification: Automates verification with AI-driven call scripts and pharmacy benefits summaries.
• Streamlining Claims Management: Consolidates key claim data into easy-to-read snapshots for faster processing.
• Accelerating Clinical Trial Matching: Uses AI to identify and enrol suitable patients efficiently.

By reducing administrative burdens and enhancing decision-making, Agentforce helps healthcare providers focus more on patient care while improving overall system efficiency.

Key Salesforce Products for Healthcare:

1. Health Cloud – Designed to manage patient data, enhance care coordination, and improve patient engagement. It helps healthcare providers manage patient profiles, track interactions, and integrate data across systems.
2. Service Cloud – Offers customer service solutions that can be adapted for healthcare settings, enabling streamlined patient support, appointment scheduling, follow-ups, and inquiries. It improves communication and reduces wait times.
3. Sales Cloud – A tool to manage relationships and sales processes for healthcare providers. It supports managing interactions with patients, providers, and partners, ensuring more personalized and efficient care.
4. MuleSoft – A powerful integration platform that allows healthcare organisations to connect disparate systems, enabling seamless data sharing and improving operational efficiency.
5. Tableau – Provides advanced data analytics and visualisations to help healthcare organizations gain insights into patient outcomes, operational efficiencies, and other key metrics.
6. Experience Cloud – Supports creating personalised, patient-facing portals that enhance engagement, provide easy access to health records, and improve patient satisfaction through self-service tools.

By integrating these tools with AI solutions like Agentforce, healthcare organisations can significantly improve operational efficiency, enhance patient care, and reduce administrative burdens, leading to better overall outcomes.

06

of 07

Agentforce Use Case in Healthcare

Challenge: Healthcare providers face high patient inquiry volumes, from appointment scheduling to medication guidance. Long wait times and administrative burdens reduce efficiency and patient satisfaction.

Solution: Agentforce can handle routine patient interactions, including scheduling appointments, answering FAQs about medications, and providing pre-visit instructions. These assistants offer 24/7 support, reducing the workload for healthcare staff.

Benefits:

• Faster response times for patient inquiries.
• Reduced administrative burden on healthcare staff.
• Improved patient satisfaction and accessibility.

07

of 07

We tailor AI to your needs

While Salesforce provides pre-built industry-specific AI agents, the true value of these solutions lies in their ability to be tailored to the unique needs of each organisation.

This is where partners play a crucial role to bridging the gap between technology and real-world business processes.

Although autonomous agents can handle key industry tasks like customer inquiries, appointment scheduling, compliance verification, and claims processing, their success depends on how well they integrate with a company’s existing workflows.

Many organisations still struggle with process maturity, outdated documentation, and fragmented systems.

As your Salesforce Partner, we step in to assess, customise, and optimise these implementations, ensuring that AI solutions are not just adopted but truly embedded into business operations for maximum efficiency.

While your Salesforce platform provides a strong foundation, as your partner, we bring deep industry expertise to:

• Configure AI agents to align with regulatory requirements and compliance needs.
• Integrate with legacy systems and third-party applications.
• Train AI models with industry-specific data for better accuracy and decision-making.
• Streamline processes to reduce inefficiencies and enhance user adoption.

With AI becoming a core part of Salesforce’s roadmap, businesses need to ensure they are extracting maximum value from these advancements. Stellaxius plays a key role in guiding digital transformation strategies to integrate AI seamlessly and providing training and change management to ensure smooth adoption. Make sure to reach out to us if you’re ready for your business to change with AI.