New Data Cloud Features to Boost Salesforce’s AI Agents

What is an AI Agent?

An artificial intelligence agent is an intelligent system that can understand and respond to customer inquiries using machine learning and natural language processing (NLP) without human intervention. It offers proactive, personalized 24/7 support with reduced response times by answering simple questions, resolving complex issues, and multitasking. It also continuously improves performance through self-learning unlike traditional AI, which requires human input to perform specific tasks.

Agentforce is a Salesforce support tool and a proactive autonomous application that offers continuous and specialized support to employees and customers. Agentforce’s business knowledge allows it to deliver more personalized, contextually relevant, and timely experiences.

Salesforce offers several new Data Cloud innovations to a business.

• The data and AI support businesses in providing customers with an advanced experience.
• Native processing of audio and video content gives deeper customer insights.
• A standardized semantic data model that enables Agentforce Agents and humans to interpret and use data consistently.
• Improved search capabilities that factor in customer context and allow for quicker information discovery
• Real-time data activations to respond instantly to changing customer needs
• Data security and governance features to safeguard operations and prevent unnecessary data exposure.
• Provide personalized sales role-plays.
• Offer personalized product recommendations.
• Create and optimize campaigns end-to-end.

Salesforce Data Cloud brings trusted data to Agentforce. Businesses depend on Data Cloud every day to reinforce customer business relationships, augment productivity, and improve the overall result.

Some new significant improvements to Salesforce Data Cloud have made it more efficient and improved its response time.

Support for Unstructured Data

The support for unstructured audio and video data allows businesses to extract and process data from various inaccessible audio and video sources such as customer service calls, training sessions, customer feedback surveys, voicemails, etc. The customer data is then analyzed to enhance customer profiles, behavior patterns, and disclose more information that goes behind customer preferences. This allows autonomous AI agents to better understand customer sentiment, purchasing behaviors, and pain points and respond to individual customers with more relevance and accuracy. With such deep customer understanding, Agentforce happens to provide more personalized and tailored interactions.

Addition of 50 New Connectors to Data Cloud

Salesforce added 50 new pre-built connectors to Data Cloud bringing the total number of connectors to over 200. This provides the Agentforce agents with a comprehensive set of data that makes the whole process of decision-making more deliberate and thoughtful. The new connectors fall into three categories –

1. Horizontal: Generic connectors, such as the web and mobile SDKs.
2. Hyperscale: More robust connectors for organizations working with high volumes of data, like AWS, Google or Azure.
3. Industry-specific connectors: Catering to industry use cases, for example, an e-commerce company that wants to reach into IoT (inventory) data.

Sub-second Real-time Data Ingestion

With all the changes brought in, Data Cloud has become extremely fast with all its operations reducing lags and everything (data ingestion, processing, and activation) happening in sub-seconds. This capability is helping businesses deliver hyper-personalization across various touchpoints.

Know everything about Data Cloud features that we can help you with.

Data Graphs

A Data Cloud DMO (Data Model Objects) displays data regarding customer profiles and engagement data in a database table. A Data Graph takes the data from DMOs and provides a materialized view in a real-only data graph record. This visualization runs identity resolution, calculated insights, and segments in real-time making sure correct data is given to an Agentfirce agent for an accurate output.

Governance and Security Updates

Salesforce’s Data Cloud has also been updated with new governance and security features. Salesforce Data Cloud can process one quadrillion records per month. Hence, there is a need to prevent the disclosure of data to unauthorized parties while using AI.

The Data Governance features include AI tagging and classification, customer-managed keys, policy-based governance, and private connect for the Data Cloud.

• AI tagging and classification automatically labels and organizes unstructured data as per business policies ensuring authorized access to data.
• Policy-based governance provides governance at scale by creating granular security policies that grant appropriate access to user groups based on metadata, tags, and user attributes.
• Customer-managed keys allow businesses to manage their encryption keys, ensuring the data stays encrypted and secure.
• The private connect for Data Cloud enables enterprises to safely share and integrate their data between Data Cloud and public cloud environments.

Data Cloud One

Data Cloud One helps businesses connect multiple Salesforce accounts to create a single Data Cloud and extends all of the functionalities across different departments and business units using a no-code, point-and-click setup. Its main objective is to allow businesses to run multiple Salesforce accounts as one Data Cloud that could help generate more business insights. The rationale here is to ease enterprises’ efforts to run multiple Salesforce accounts by creating a single Data Cloud instance, which could be used to generate more business insights.

It provides businesses with a more efficient integration architecture where the users can access and share data and information two-ways streamlining data management and reducing the complexity of setting up multiple software.

It also features a new hybrid search capability that helps businesses find relevant information to their industry vertical faster. This feature combines vector search with the exact match capabilities of keyword search to provide such an outcome.

Evon Technologies is a leading Salesforce Consulting & Implementation Company which helps businesses achieve operational excellence, across industries. Our skilled team with years of experience helps you fully harness the potential of Salesforce Data Cloud. We help you get the most out of your Salesforce CRM! Write to us at sales@evontech.com and book your free consultation.