Salesforce Agentforce Help Agent Introduces Pay-for-Resolution AI Model

**Ciaran Allen** (0:00)
Hi, I'm Ciaran Allen, co-host of Cloud Wars. Now Salesforce is launching the Agentforce Help Agent, a pre-built AI customer service agent that customers can deploy in a matter of minutes. It's designed as an alternative to custom-built agents, connect into existing Salesforce knowledge articles and support content, which means only minimal configuration is required. Now I'm going to walk you through the features of this new agent before getting to the part I'm most excited about, but I think you will be too. And the agent was built on the Agentforce platform and uses the Salesforce data cloud and CRM data for context, incorporating the responsible use and governance policies there too. Now it delivers enterprise-grade customer support by answering customer questions, troubleshooting issues, escalating complex cases to a human support agent, remember that's important, and creating and updating support cases within Salesforce.
Salesforce validated the agent internally before the launch, and the company has reported that its own help agent had a 4.3 million customer conversations and resolved around 70 percent of inquiries autonomously, really showcasing their effectiveness. Now here's the kicker, the new help agent operates on a resolution-based pricing model. This means that customers are only charged when the agent successfully, resolves a customer's issue.
There's no charge if the conversation is handed off to a human agent for resolution. And this approach is quite groundbreaking. In many ways, Salesforce is testing a new pricing model for enterprise AI. It's pretty genius. Customers are more likely to adopt the agent since they're only paying for successful outcomes. Now from an AI in the workplace perspective, this agent operates on a performance-based pricing scenario, similar to how a gig worker is paid for successful tasks completed.
So Salesforce is not the first company to use outcome-based pricing for software. I know that. Bringing it to Agentforce and pushing it further into enterprise AI, which remarkable stuff and a great step forward from Salesforce. Thank you for watching.