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Together, Agents and Humans Will Drive Customer Success

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By Linda Saunders, Director Solutions Engineering, Africa Salesforce

AI is advancing rapidly, capturing the attention of CEOs, CTOs, and CIOs with its proven ability to boost productivity, enhance employee performance, and improve customer relationships.

We are entering the third wave of AI where autonomous AI agents will go beyond simply generating and analysing content, as chatbots and copilots did in the first and second waves and will be able to reason and autonomously take action for human colleagues. Indeed, they’ll work 24/7 to tackle individual, low-value, time-consuming tasks or collaborate with other agents to get larger, more complex jobs and projects done.

In sales, for example, they’ll engage with prospects, answer questions, manage objections, and schedule meetings based on CRM and external data, allowing sellers to focus on building deeper customer relationships. With dynamic, conversational self-service, they can be configured to answer customer questions using companies’ existing knowledge base so they can automatically resolve account access. They can also triage registration and payment issues, directing customers to the appropriate resources.

Put simply, the future of AI is agents, and it’s here. Companies need to get ready to implement fast as these autonomous agents will become central to organizations’ customer engagement and experience strategies.

Working together, these customisable agents can autonomously take action on tasks and free up workers to focus on the jobs only they can do.

At Dreamforce, Salesforce unveiled Agentforce – a groundbreaking suite of customizable, autonomous agents and tools, makes it easy for customers to build their own ‘agent force’ — a revolutionary step forward in enterprise AI that will boost productivity, efficiency, and customer satisfaction across service, sales, marketing, commerce, and more. Agentforce is how humans with AI drive customer success together and it’s been designed so that any organisation can build, customise, and deploy their own agents quickly and easily, with low-code tools.]

Complementing skills, and ensuring accountability

The leap from generative to agentic AI will transform how humans work.

Despite business eagerness to experiment with and deploy AI, many still worry about how to do so safely, how to keep data under their control, and make sure they can trust the AI’s output.

There is considerable concern about AI ‌displacing workers or becoming too powerful and working at odds with humans.

Agents require guardrails, and they have to be monitored to make sure that they’re doing what they’re supposed to.

Success requires not just finding the AI models or building AI actions that best suit a company’s needs but having the infrastructure and data security to do so responsibly.

Audit trails are necessary to hold autonomous AI agents accountable, just as employers might establish key performance indicators (KPIs) to keep human workers marching toward their expected goals.

It’s important to think about the role of agents at work as a partnership between people and AI. Complementing skills and intelligence will bring better business outcomes.

While agents can orchestrate complex actions on behalf of the user, they require those skills to be configured and need a degree of hand-holding to perform at their best.

Businesses need to take their employees on the AI journey. They will require training to work with autonomous AI agents because they need context and onboarding much like new employees.

Setting direction, clear goals, and giving feedback ultimately helps AI train itself better.

The future of work is a hybrid workforce

Together, agents with humans will drive customer success. This is what AI is meant to be.

Every company has more jobs to be done than the resources available to do them. As a result, many jobs go unaddressed or uncompleted.

An estimated 41% of employee time is spent on repetitive, low-impact work, and 65% of desk workers believe generative AI will allow them to be more strategic, according to the Salesforce Trends in AI Report.

However, it’s essential for AI agents to understand and execute their expansive capabilities. It’s equally, if not more, important for them to recognize their limitations and understand when human intervention is necessary.

The future of work is a hybrid workforce composed of humans with agents, enabling companies to compete in an ever-changing world. With AI, humans can focus on what’s really important: human relationships.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

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NAFDAC Dismisses False Claims of Approving ‘Lung-Cleansing Tea’

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National Agency for Food and Drug Administration and Control (NAFDAC) has refuted claims that it approved a herbal product marketed as “lung-cleansing tea” for smokers.

Mojisola Adeyeye, director-general of NAFDAC, in a statement on Saturday, December 14, clarified that the product, identified as Lungitox (Smokers Pride), was never approved and had its registration application rejected due to its unsubstantiated health claims.

“The attention of the National Agency for Food and Drug Administration and Control (NAFDAC) has been drawn to a misleading video circulating on social media, alleging that NAFDAC approved the registration of a herbal product claiming that ‘smoking is healthy’ when used with their product,” the statement read.

“NAFDAC wishes to categorically state that this claim is false and completely unfounded.

“The product in question—Lung Detox Tea or Lungitox (Smokers Pride) or any similar product—is NOT registered by NAFDAC.

The unscrupulous individual behind this product had applied for registration, but the application was outrightly rejected due to the unsubstantiated and dangerous claim that smoking could be made ‘healthy’ by consuming the product.”

NAFDAC reaffirmed its commitment to protecting public health and ensuring that only safe and scientifically validated products are approved.

“NAFDAC remains steadfast in its mandate to protect public health and ensure that only safe, effective, and scientifically substantiated products are approved.

“We condemn any attempt to mislead or endanger the public with false claims.

“The public is advised to disregard this video and report any suspicious claims or products to the Agency through our official channels.”

Adeyeye provided contact information for reporting such claims, urging Nigerians to remain vigilant.

“For further inquiries or reports, please contact NAFDAC via 0800-162-3322, email [email protected], or visit our website at www.nafdac.gov.ng.

NAFDAC will continue to take decisive action against any individual or entity attempting to violate public health standards.”

The agency reiterated its dedication to ensuring that all products in the Nigerian market meet the required safety and efficacy standards.


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Coalition Drags Reuben Abati, Arise TV to NBC over Anti-Igbo Remarks

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A coalition of media organisations, comprising the League of Public Affairs Analysts and South East Media Professionals Network, has called for disciplinary action against Arise TV and Dr. Reuben Abati, show host, over alleged inciting remarks against the Igbos.

Coalition Drags Reuben Abati, Arise TV to NBC over Anti-Igbo Remarks

This was contained in a formal petition to the National Broadcasting Commission (NBC), signed by Ambrose Igboke.

According to the group, Arise TV and Dr. Reuben Abati allegedly made a divisive comment against the South East and Igbos during a TV Breakfast Show on November 21, 2024.

Recall that during the November 21 Breakfast Show, Abati had said on Arise TV, “It is a shame that the same Igbos who are so industrious that they’re all over and they do well in other parts of Nigeria.

“You go there as a non-Igbo man to go and buy land, you’ll be told that you don’t belong, even as an in-law. These are the issues in my view.”

The journalist and former Presidential aid referred to an incident reportedly involving the former Minister of Information, T.O.S Benson, who sought to purchase land in Igbo land for his wife.

The anti-Igbo comment has resulted in criticism and outburst from different groups.

They argued in the petition that there are “concerns about remarks made by Dr. Abati, which perpetuated harmful stereotypes against the Igbo community.

“These statements have been further amplified by extremist groups like Lagospidia, exacerbating ethnic tensions in an already delicate socio political climate.”

The media professionals said, “Dr. Abati’s reference to the Igbo people in a broad, negative context risks inflaming ethnic tensions and promoting dangerous generalizations. This kind of action was what ignited the Rwandan genocide where the Hutu and Tutsi engaged in a fratricidal war of extermination. It all started with a radio

“His comments were quickly weaponized by groups known for anti-Igbo sentiments, fueling divisive narratives that undermine national unity.

“Dr. Abati’s hostile response to a colleague, Ms. Ojy Okpe, on the following day’s broadcast, demonstrated a troubling disregard for professional journalistic standards.

” The remarks and behavior constitute a breach of the Nigerian Broadcasting Code, which prohibits content that incites division or promotes hate speech.”

The petitioners called for a thorough review of Abati’s remarks and the editorial lapses that allowed such conduct to air.


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NCAA Educates Passengers on Travel Challenges and Solutions

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Nigeria Civil Aviation Authority (NCAA) has called on aviation passengers to become more informed about the challenges they may encounter while traveling through airports.

This appeal was made by the NCAA Head of Consumer Protection, Michael Achimugu, during a road walk in Port Harcourt, the Rivers State capital, on Saturday, December 7.

He highlighted the importance of passenger awareness, especially during the heavy travel season, and emphasized the need for proper sensitization regarding flight delays and possible solutions.

“We’re now in the high travel season in aviation and as you know there’s been a lot of flight disruptions as well as a lot of complaints,” Achimugu said.

“Our duty at NCAA is to sensitize our passengers because most of the time when complaints come about these disruptions, it comes from a place of poor knowledge about their rights and responsibilities as air passengers. We must protect both the passenger and the airline,” he added.

The NCAA continues to engage in efforts to educate passengers and address concerns during this busy travel period.


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