Lessons from Innovation Day in Vienna: How Salesforce AI-powered solutions are revolutionising businesses

Imagine this: You're speaking to a Slack bot through your microphone, describing the kind of agent bot you need in simple terms. Then, the bot asks you a few questions to better understand your vision. And just like magic, your agent bot is ready… 

How did this happen? Behind the scenes, AI generates all the metadata and implementation details for your specific use case. Then it seamlessly deploys it to your Salesforce instance and sends you a test-ready URL. All is done within minutes. The good news is that we no longer have to imagine this scenario. 

Together with my colleague, Nemanja Nikolic, I witnessed a live demonstration of this transformative technology during Salesforce’s Innovation Day in Vienna, an event showcasing cutting-edge AI innovations.

We also had the opportunity to network with other partners and Salesforce enthusiasts, gain deeper insights into various Salesforce products and services, and listen to real-world scenarios shared on two stages. 

So, let’s explore how Salesforce reshapes business operations and makes advanced AI capabilities accessible to every organisation. 

Ahead of the curve with Agentforce

Agentforce is Salesforce’s new groundbreaking AI platform. It offers a suite of tools enabling businesses to design, deploy, and manage AI-driven agents tailored to their needs. This innovative platform can transform various industries by simplifying complex workflows, all leading to smarter decision-making. 

Now, let’s look at some examples of Agenforce in action. 

Wiley, a global publishing company, implemented Agentforce to cut costs and boost productivity. And, what were the results? Agentforce improved case resolution by over 40% in the first few weeks of use, outperforming Wiley’s previous chatbot. They achieved a 213% ROI through their Service Cloud implementation, and saved $230k annually. Impressive, isn’t it?

Salesforce is also using Agentforce for its Salesforce Help page, which receives more than 60 million visits a year. With 740k+ articles, Salesforce’s Help page is a powerful tool. However, finding the relevant resource isn’t always easy. This is where Agentforce stepped in. It delivered instant expertise and resolved 83% of customer queries without a human support agent. 

Now, imagine that your business has hundreds of case studies your company has implemented, spanning a wide range of domains, technologies, and expertise. 

Your sales representative needs to prepare for a call with a potential client, and they need the most relevant case studies to be quickly identified and presented. It often takes considerable time to extract the right information and find the most suitable case studies for a specific client. 

By leveraging Einstein GPT technology and Agentforce, you can implement an AI-driven system as a key assistant in gathering this information. This saves significant time and resources and enhances accuracy and efficiency. Such an approach enables faster onboarding for new sales and business development team members. 

Building on this, a custom implementation can take things a step further by preparing presentation slides automatically or integrating tailored content into a standard template. Impressive, isn’t it?

How Agentforce can empower businesses

From resolving complex customer support issues to transforming sales and HR workflows, Agentforce combines intelligence with ease of use, and its low-code tools ensure businesses of any size can quickly adapt it to their unique needs. 

Here's a comparison of how Agentforce addresses specific business needs and empowers teams across different functions:

How to get started with Agentforce

Taking the first step toward integrating AI into your business might feel overwhelming, but it doesn’t have to be. The key is starting small. Stay focused on your goals, and build momentum as you see results. 

Whether you want to enhance customer experiences, streamline workflows, or make smarter decisions, the journey begins with clarity and collaboration.

Here’s how you can do it, one step at a time:

1. Identify key use cases
   Begin by understanding which processes could benefit most from AI. Focus on areas that are repetitive, time-consuming, or critical to your business goals. A Proof of Concept (PoC) or a Minimum Lovable Product (MLP) lets you test ideas quickly and prove value without stretching resources.
   
   
2. Prepare your data
   Your data is your AI’s fuel. Take the time to ensure it’s clean, organised, and readily accessible. 
   
   
3. Collaborate with experts
   Partner with experienced professionals who understand the intersection of Salesforce technology and AI.
   At Vega IT, our 110+ Salesforce specialists, along with data engineering and data science experts, bring both technical knowledge and business insight to guide you.
   
   
4. Experiment and refine
   AI thrives on iteration. Deploy your solutions in stages, gather feedback, and use it to refine and improve your approach. This method ensures your AI tools are functional and optimised to deliver consistent value over time.
   
   
5. Define success metrics early
   Before you start, clarify what success looks like for your business. Whether it’s faster response times, higher sales conversions, or improved customer satisfaction, define clear goals that will help you measure the impact of your AI initiatives and stay aligned with your strategy.
   
   
6. Focus on change management
   Integrating AI isn’t just about technology. Make sure your teams are equipped and excited to embrace AI by providing training and clear communication about its benefits. 

Salesforce’s Innovation Day in Vienna offered a glimpse into how businesses can reimagine their future.

Tools like Agentforce are no longer distant possibilities. They’re here to stay. They are making a tangible difference by simplifying workflows, boosting productivity, and driving smarter decisions. It’s not about adapting to AI. It’s about unlocking new opportunities to innovate and thrive in an ever-evolving landscape.

Whether you’re looking to explore AI for the first time or take your existing systems to the next level, the time to act is now. Get in touch.