Unveiling the Real-World Potentials of AI Agents

This article is part of VentureBeat’s special issue, “AI at Scale: From Vision to Viability.” Discover more from this insightful issue.

Just a few months ago, Baca Systems faced significant delays in handling customer service queries. When customers reached out via calls or emails, human agents spent five to seven minutes seeking similar cases and reviewing technical documentation. This lengthy process prolonged the time it took to provide a meaningful response, leading to dissatisfaction among users.

Now, thanks to AI agents powered by Salesforce, response times have drastically improved to just five to ten seconds. Andrew Russo, the enterprise architect at Baca Systems, notes that their focus is not on reducing staffing but on quickly getting customers back on track. This shift showcases the transformative effects of AI agents in enhancing customer experiences.

Enhancing Customer Service with AI Agents

Baca Systems, a robotics manufacturer based in Michigan, embraced Salesforce in 2014. They transitioned from a basic service cloud to Salesforce’s Service Cloud and, in 2021, undertook a major digital overhaul by integrating Salesforce’s enterprise resource planning (ERP) platform. Recently, they began utilizing AI agents via Salesforce’s Agentforce, marked as a significant milestone in their operations.

A notable implementation of AI at Baca revolves around service calls. About 57% of incoming customer inquiries pertain to hardware issues, such as machines malfunctioning or requiring calibration. With the support of AI agents, human representatives can now request the needed information directly, eliminating time-consuming searches through databases. This development has accelerated response times remarkably.

Additionally, AI agents facilitate preventative maintenance. For instance, if a circuit breaker consistently trips, an AI agent can detect early warning signs and recommend further inspections. “Our goal is to deliver faster time to resolution for our customers,” Russo emphasized, reinforcing the commitment to efficient service.

Leveraging AI Agents in Sales for Better Lead Management

The impact of AI agents at Baca Systems extends to sales, where efficiency has improved significantly. With a sales team of fewer than ten members, they have a substantial number of unaddressed leads. Russo stated, “Our goal is to engage those leads,” highlighting a critical area for growth.

The AI functions as a sales development representative (SDR), capable of sending inquiries and emails, engaging in conversations, and routing leads to human sales personnel. Hiring additional sales staff would be costly, making AI a justifiable investment for developing new business relationships.

Looking ahead, Baca plans to implement customer-facing AI agents that can communicate through text messaging. These AI agents will independently manage cases initially, passing them to human representatives if a situation exceeds their capabilities.

The overarching aim remains unchanged: “How do we continue to provide more value to our customers in service and generate more business in sales?” Russo pointed out, showing their commitment to customer-driven innovation.

Optimizing Operations with AI Agents at Baca Systems

Beyond sales and service, Baca Systems utilizes AI for various operational tasks, including email generation, managing receivables, and creating collection letters as needed. Russo leverages AI technology for part deduplication, using retrieval-augmented generation (RAG) methods effectively, which helps maintain the integrity of data within Salesforce.

Interestingly, the introduction of AI has been welcomed by employees. Initially restricted to a select group of users, this early implementation sparked interest, prompting many employees to seek access. “They actually started to beg us to give them access,” Russo reported, highlighting the enthusiasm for enhanced roles through AI.

In their pursuit of integrating AI, Baca Systems maintains a careful and deliberate approach, ensuring that their goals are realized without compromising their mission. “It’s a different road, a better road – it’s a highway,” Russo described this transformative journey.

Cost Efficiency Through AI Agents at ezCater

Corporate catering presents unique complexities, including changing guest counts, food preferences, and dietary needs, making logistical management challenging. ezCater, a thriving workplace catering platform, turned to Salesforce’s Agentforce to streamline their operations.

The integration enables customers to make order modifications using natural language. The AI agents can handle these adjustments automatically, and in case of complex scenarios like venue changes, the issue is escalated to a human representative. This efficient system not only boosts operational workflows but also yields significant cost savings, according to Erin DeCesare, the CTO of ezCater.

Transforming Customer Experience with AI Agents

Another remarkable benefit of ezCater’s AI integration lies in restaurant discovery. AI agents assist users in finding the best venues based on their preferences, budget, and location, utilizing insights from millions of workplace food orders. This ability showcases how natural language processing (NLP) and AI can elevate user experience.

Currently, ezCater employs AI agents to support internal concierge agents, generating overwhelmingly positive feedback. “We’re equipping them with tools that make their jobs easier and allow them to handle more inquiries,” DeCesare noted, emphasizing the benefits of AI to streamline operations.

Moreover, the comfort level among engineers has evolved as they become more adept at conceptualizing AI agents structurally, allowing for testing and trust comparable to software development. “It’s a more familiar process,” DeCesare observed.

Business partners are also eager to explore AI’s potential for functions like business analysis and process mapping. “The rapid accessibility of this technology in the past six months is noteworthy,” DeCesare remarked, “and we expect this innovation will soon become the norm, reshaping our business landscape within a year.”