AI Agents Explained: Build a Digital Workforce That Works 24/7

Episode 73 of the Experts of Experience podcast, hosted by Salesforce, Mission.org, Lauren Wood, Stephanie Postles, titled "AI Agents Explained: Build a Digital Workforce That Works 24/7" was published on March 24, 2025 and runs 73 minutes.

March 24, 2025 ·73m · Experts of Experience

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Summary

In this special panel-style episode, Agentforce expert and Senior Vice President of Digital Success at Salesforce, Bernard Slowey, is interviewed by Lauren Wood and guest host Stephanie Postles. This is your inside look at Salesforce’s rapid deployment of its revolutionary AI agent, what this means for the digital workforce revolution, and how ANY company can create a customizable, empathetic digital employee. (With no code, just natural-language prompting.) Bernard shares firsthand accounts of the launch, including navigating real-time customer feedback and the crucial lessons learned about data hygiene and prompt engineering. He also discusses the delicate balance between AI automation and human support, emphasizing the importance of empathy training for these digital agents. Plus, they explore the challenges and opportunities for businesses of all sizes, from SMBs to enterprises, as they grapple with the evolving landscape of AI-driven customer experience, sales, and marketing.Press play and discover how Salesforce is shaping the future of AI in service, and what contrarian views Bernard Slowey holds about the role of data in decision-making.Key Moments: 00:00 Who is Bernard Slowey, SVP of Digital Success at Salesforce?04:18 The Evolution of Customer Service06:28 The Power and Potential of AI Agents18:06 Implementing Agentforce at Salesforce22:07 Challenges and Learnings From AI Agent Deployment33:29 Measuring Success and Future Prospects39:58 Escalation Rate and Customer Experience41:21 The Importance of Human Interaction in Support42:51 Digital Success and Customer Onboarding45:28 AI in Customer Success: Real-World Examples47:24 Data Hygiene and Internal Content Auditing 53:04 Cross-Functional Collaboration in CX01:00:28 The Human-AI Partnership 01:08:36 The Future of AI in Business01:12:51 Customer Obsession in Practice –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Episode Description

In this special panel-style episode, Agentforce expert and Senior Vice President of Digital Success at Salesforce, Bernard Slowey, is interviewed by Lauren Wood and guest host Stephanie Postles.

This is your inside look at Salesforce’s rapid deployment of its revolutionary AI agent, what this means for the digital workforce revolution, and how ANY company can create a customizable, empathetic digital employee. (With no code, just natural-language prompting.)

Bernard shares firsthand accounts of the launch, including navigating real-time customer feedback and the crucial lessons learned about data hygiene and prompt engineering.

He also discusses the delicate balance between AI automation and human support, emphasizing the importance of empathy training for these digital agents. Plus, they explore the challenges and opportunities for businesses of all sizes, from SMBs to enterprises, as they grapple with the evolving landscape of AI-driven customer experience, sales, and marketing.

Press play and discover how Salesforce is shaping the future of AI in service, and what contrarian views Bernard Slowey holds about the role of data in decision-making.

Key Moments:

00:00 Who is Bernard Slowey, SVP of Digital Success at Salesforce?
04:18 The Evolution of Customer Service
06:28 The Power and Potential of AI Agents
18:06 Implementing Agentforce at Salesforce
22:07 Challenges and Learnings From AI Agent Deployment
33:29 Measuring Success and Future Prospects
39:58 Escalation Rate and Customer Experience
41:21 The Importance of Human Interaction in Support
42:51 Digital Success and Customer Onboarding
45:28 AI in Customer Success: Real-World Examples
47:24 Data Hygiene and Internal Content Auditing
53:04 Cross-Functional Collaboration in CX
01:00:28 The Human-AI Partnership
01:08:36 The Future of AI in Business
01:12:51 Customer Obsession in Practice

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.