AI Agents: The New Way To Interact With Customers [Forbes]
CAPGEMINI SE UNSP/ADR (CGEMY)
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Source: Forbes
One of the most noteworthy and profound developments in AI innovation is the recent emergence of intelligent agents—more commonly known as AI agents—that automate and personalize customer interactions across various channels. Using large language models (LLMs) and generative AI (GenAI), AI agents function like virtual employees. They can comprehend natural language, interpret customer intent and generate human-like responses for chat, email, voice and social media. As a Salesforce Certified Technical Architect (CTA), I've been following this trend with great interest—especially since the buzz that AI agents caused at Dreamforce 2024. As I've dug deeper into this domain, I want to share some of the functions, benefits and challenges of AI agents that companies should understand as they adopt this new technology. How AI Agents Impact Various Industries Capgemini's research found that " 10% of organizations already use AI agents, more than half plan to use them in the next year
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