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Together, Agents and Humans Will Drive Customer Success
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.
House of Representatives has called on the Federal Government to enforce a minimum capital base of N500 billion for electricity distribution companies (DisCos) to continue operations.
The lawmakers argue that only financially robust DisCos can ensure efficient service delivery and maximum consumer satisfaction.
This resolution was passed during Wednesday’s plenary following a motion by Ibrahim Isiaka, a representative from Ogun State.
Isiaka criticized the current operations of DisCos, describing their actions as a threat to the economic stability and welfare of Nigerians.
He highlighted consumer complaints regarding the replacement of electricity meters, noting that DisCos often demand additional payments despite consumers already financing the installation of meters.
Isiaka expressed concern over the financial burden this places on households and businesses struggling with economic challenges.
The motion also raised issues of consumer trust, alleging that DisCos operate with impunity and disregard for consumer rights, despite oversight from the regulatory authorities and the House Committee on Power.
The lawmakers unanimously adopted the motion through a voice vote conducted by Speaker Tajudeen Abbas.
They urged the Ministry of Power to take immediate steps to address the “reckless actions” of DisCos, labeling them as non-state actors threatening Nigeria’s economy.
The House further mandated the recapitalization of DisCos to a minimum of N500 billion, insisting that only financially capable operators should be allowed to continue providing electricity services.
Additionally, the House Committee on Power was directed to investigate the activities of DisCos to ensure accountability and protect consumer rights.
Chinenye Anuforo, a distinguished journalist from The Sun Newspaper, has been recognized for her exceptional contributions to ICT journalism in Nigeria.
Chinenye Anuforo receiving the ATAEx Award presented by Mr. Gbolahan Awonuga, executive secretary of the Association of Licensed Telecoms Operators of Nigeria (ALTON)
Last week, she received the ICT Innovation Storyteller Award at the Africa Tech Alliance Excellence (ATAEx) Awards, celebrating her ability to craft compelling narratives that highlight the complexities and potential of the ICT sector.
“Chinenye’s dedication to her craft is evident in her insightful analysis and engaging storytelling,” said Mr. Chike Onwuegbuchi, co-convener of the ATAEx Awards.
“Her work has consistently illuminated the significant impact of technology on society, making her a deserving recipient of this award.”
The accolades continued as Anuforo was named the ICT Reporter of the Year at the Africa Digital Awards (ADA) just a week later.
This prestigious award further cements her status as a leading voice in the ICT industry.
Mr. Tayo Adewusi, Publisher/Coordinator of NIICF & ADA, who presented the award, praised Anuforo’s role in shaping public discourse on ICT issues.
“Her reports have not only informed but also inspired, making her a true champion of digital innovation,” he said.
Expressing her gratitude, Chinenye Anuforo stated, “I am deeply honored and humbled to receive these awards.
“I am grateful to my editors at The Sun Newspapers for their unwavering support and to the organizers of the ATAEx Awards and Africa Digital Awards for recognizing my work.
“It is a privilege to contribute to the growth of the ICT sector in Nigeria through journalism.”
Flymate Travel Limited, a pioneering travel solutions provider, has launched Visadoc, a cutting-edge travel app designed to streamline and enhance user experiences worldwide.
Visadoc simplifies Travel and enhancing convenience by empowering travelers to manage their journey from visa applications to booking accommodations and flights. Key features include:
– Seamless Visa Application Process: Easy application, documentation, and biometric scheduling
– Personalized Travel Recommendations: Tailored suggestions based on individual preferences
– Secure Electronic Payments: Convenient fee payments
– Real-time Travel Updates: Flight statuses, weather conditions, and travel advisories
Gbenga Badmus, CEO of Flymate Travel Limited, speaking at the launch on wednesday, explained that Visadoc is designed to offer customized services to the end users.
According to him, “Visadoc is designed to offer customized services to the end users. With its help, applicants can apply with ease by doing it themselves end to end.
“By completing the documentation process and waiting for the biometric capturing invite. Without putting a physical face to the agent’s office”.
Visadoc is available for download on the App Store and Google Play Store. The app is designed to cater to a wide range of travelers, including families, individuals, and business professionals.
“Families, Individuals with their specific needs and preferences, are an essential target audience for travel brands. Family travelers look for visas to destinations and accommodations that cater to the interests and safety of their children. They prioritize family-friendly activities, spacious accommodations, and convenient amenities,” said Abdullahi Yusuf, Project Manager at Flymate Travel Limited.
The target markets for a public travel tracking app can include frequent travelers, commuters, tourists, and individuals who must obtain their visa.
Flymate Travel Limited is committed to leveraging technology to enhance the travel experience and provide exceptional customer service. By utilizing data and user feedback, the company will continue to refine and improve the app to meet the evolving needs of travelers.
For more information about Flymate Travel Limited Contact:
Gbenga Badmus (CEO/MD) – [email protected], 07044132787
Abdullahi Yusuf (Project Manager) – [email protected], 08160253848
Eseigbe Godwin (Software Engineer) – [email protected], 09057379300
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