On 14 November over 1,300 people attended Salesforce’s Agentforce World Tour Auckland and experienced firsthand how autonomous AI agents are already transforming customer and employee experiences across New Zealand.
Agents are a new type of software capable of performing work with varying degrees of autonomy. An agent executes work by searching for relevant data, analysing this data to formulate a plan, and then actioning it. This process can be entirely independent or may involve interactions and handoffs with employees, and goes beyond the experience currently provided by chatbots and copilots.
Attendees got hands-on as part of the event, building more than 420 autonomous AI agents they could take home and demonstrate to their businesses. Participants only needed to provide a simple description of their use cases and in just minutes, their simple voice and text inputs transformed into a functioning AI agent prototype, with no coding experience required. Agents were created for a range of use cases, covering everything from customer support to unique sales and marketing challenges.
Taking advantage of the latest tech
Fisher & Paykel are early adopters, integrating AI across multiple workstreams like marketing, customer service and finance, with the Kiwi brand telling attendees about the transformative effect Salesforce has had on its customer service program.
“Being a luxury premium brand, our customers have very high expectations. We want to separate ourselves from our competitors and the only way to be able to do that is through the Salesforce platform,” says Sarah Lukins, General Manager Digital at Fisher & Paykel.
There were plenty of other local stories shared, with Parkable, Media Works, realestate.co.nz, McLeod Cranes and Stats NZ all discussing the impact of Salesforce on their businesses.
“It’s hard to not be caught up in the hype surrounding Agentforce. It was great to be here in Auckland in person to see these new autonomous AI agents in action. This third wave of AI gives marketers like myself plenty to think about as we plan our customer engagement strategies,” says Abi Spence, Global Head of Marketing for Parkable. Founded in New Zealand, Parkable now provides parking management software across NZ, Australia, the United States and the United Kingdom.
Seize the momentum
Businesses can seize on the momentum of this technology: “It’s what AI was meant to be,” said New Zealand Country Leader Hamish Miles as part of this keynote. “The excitement levels are palpable, the level of interest and engagement with Agentforce is as high as I’ve ever seen it for launching a new tech product here in New Zealand. Agentforce is so easy to implement, and so rapid to deliver impact, there’ll be a clear advantage to those organisations who adopt it.”
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