Transcript:
During today’s session, Ahmed—who will introduce himself shortly—will guide us through building an agent using Agent Force, one of the most accessible and user-friendly AI tools available.
Speaker Introduction
Ahmed: Hello, everyone! I’m Ahmed, a Solutions Engineer at AMC. It’s great to have you all here, and I’m excited to show you how to build a service agent using Agent Force.
Agenda Overview
Ahmed: Let’s quickly go over today’s agenda. First, we’ll discuss generative AI—what it is and how it works. Next, we’ll dive into the Agent Force Builder and its integration with DaVinci. We’ll also cover data security and best practices, followed by a live demo.
If you have any questions during the session, feel free to post them in the chat. Our team will be monitoring and addressing as many as we can. If we don’t have an immediate answer, we’ll follow up with you after the webinar.
Understanding Generative AI
Generative AI is everywhere these days—you can’t turn on the TV without seeing discussions about it. But what does it actually mean, and how does it work?
Think of it like writing an essay. You start with a prompt—something like:
“I ordered the wrong color decorations for my party. Can they be returned?”
Powered by a large language model (LLM), the AI searches its trained data sources and generates a context-aware response. Unlike traditional chatbots that offer simple “yes” or “no” answers, modern AI tools provide detailed, human-like responses, such as:
“Our return policy typically allows returns on unopened, unused items within 30 days, but seasonal and clearance items may be final sale.”
This ability to generate nuanced responses is what sets AI-powered assistants apart from older chatbot technologies.
What is Agent Force?
Agent Force is Salesforce’s AI platform, built specifically for customer service teams. Unlike Microsoft Copilot, which serves a broad range of AI applications, Agent Force is purpose-built for customer interactions.
One key feature that differentiates Agent Force is its ability to work as both a web-based and voice-based agent. Later this year, Salesforce will add voice capabilities, allowing customers to interact with Agent Force via phone before escalating to a live agent if necessary.
Is Agent Force Secure?
Security is a top priority for businesses using AI. Since Agent Force is a Salesforce product, it benefits from Salesforce’s robust security measures and compliance standards, including Einstein Trust Layer protections.
At AMC, security is also critical. DaVinci ensures data protection from day one—we don’t store your data but pass it through to your CRM. We are SOC 2 certified and compliant with GDPR and HIPAA regulations, offering enterprise-grade security.
If you have specific security-related questions, feel free to ask, and we’ll provide more details.
Live Demo & Q&A
Now, Ahmed will walk us through the key attributes of an AI agent, including its role, data sources, and configuration. He will then share his screen to demonstrate how to build an agent in real time.
As a reminder, if you have questions during the session, drop them in the chat, and we’ll address them as we go.
Ahmed: Thank you, David, for covering the security perspective. Let’s now explore the five key attributes of an AI agent…
Building an Agent with Agent Force
Now, I’m going to click “Create” and remove the topics we’re not using—Account Management, Delivery, and Issues Escalation. The only one I’ll keep is “Case Management,” as that’s the only relevant option from the predefined list.
Once we’ve set the necessary topic, I’ll create a new one by clicking “Plus New Topic.” I’ll name it “Q&A,” which will be responsible for answering frequently asked questions. I’ll provide a description and define the scope, essentially telling the service agent what this specific topic covers and how it should handle user interactions.
For the instruction, I’ll say: “When the user asks a question related to Hollywood, run the action ‘Get FAQ’ and return the results to the user.”
Next, I’ll select the action called “Get FAQ,” which I’ve already created, and add it to the Q&A topic.
Now, I’ll create another topic, “Profile Management.” I’ll provide the description, scope, and instructions for this topic. The instruction will ensure that profile information is returned when the user requests it. After clicking “Next,” I’ll select the “Get Contact” action, which I’ve also already created, and then click “Finish.”
For the “Case Management” topic, I’ll make slight adjustments to enhance the user experience. I’ll click “New Version” and add two instructions:
To ensure the best user experience, I’m going to click “Save” and remove the older case management versions since we no longer need them. Some of this setup is pre-configured because we’re working in a Salesforce Trailhead org, which provides tools to help people build agent flows.
I agree that you would need to create your own actions, but Salesforce already offers predefined and pre-built actions that you can use. If those don’t meet your needs, you can create your own custom actions tailored to your use cases.
Next, for case management, I’m going to add an action called “Create Case.” This action is already pre-built by Salesforce, and you can use it as-is if you’d like. I’ll also add another action, “Get Contact,” which I’ve used before. This action will verify the identity before running “Create Case.”
Once this is set up, I’ll click “Activate.” Keep in mind, whenever you make changes or activate something, you’ll need to reset the conversation to ensure it’s up to date. Now, we’ll test the topics we’ve created.
David, is there anything related to Hollywood that you’d like to know or any questions you’d like to ask for testing?
David: “Can anyone visit the Hollywood Sign?”
Response: “While you can’t hike directly up to the Hollywood Sign, there are several legal hiking trails, such as the Griffith Observatory Trail and the Brush Canyon Trail, that offer great views.”
Let’s try another question. David, do you have another one?
David: “Why can Goodwill Hunting not win Best Picture every single year?”
Response: “I’m not sure about that one! But here’s a good one: What is the Hollywood Walk of Fame?”
Response: “The Hollywood Walk of Fame is a series of over 2,700 brass stars embedded in sidewalks along Hollywood Boulevard and Vine Street, honoring achievements in the entertainment industry including film, television, music, radio, and theater.”
As you can see, it’s answering frequently asked questions about Hollywood. Now, let’s move on to test the next two topics.
For this scenario, I’m hosting an Oscar party and ordered the wrong decoration items. I’d like to create a case for help. I’ll provide a prompt: “I’ve ordered the wrong decoration items for my Oscar party and need help opening a case.”
It will ask me for my email, and as you can see, the case management topic is selected because we are addressing an issue and want to create a case. In the previous topics, when we asked questions, the Q&A topic was selected, and it ran the FAQ action, providing the appropriate answers.
Now, I’ll provide my email, which I’ve pre-populated as “user@example.com.” After a moment, it says, “I’ve created a case for you. Here are the details: Case number, subject, description, and status (new).” Let’s check the case. I’ll refresh the “All Open Cases” page, and as we can see, there’s a new case with today’s date, the correct subject, and the description.
This looks great! Now, let’s proceed to the third topic. I’m going to ask it to retrieve my profile, and it returns my information, such as my email and mobile phone. This action uses the Profile Management topic and runs the “Get Contact” action.
That covers the three topics. Does anyone have any questions before we move on to the next part of the demo?
No questions here, just comments that I couldn’t hear you earlier. So, let’s continue.
Next, we’ll go through the steps to provide users with an interface where they can interact with a service agent to get help. First, we’ll search for “Embedded Service Deployments.” Since this is a short demo, I’ve already created one, but I’ll show you the process. You’d click “New Deployment,” then search for flows. You’ll want to make sure you have an Omni-Channel flow attached to your service agent.
In this case, I have one called “Route to ESA” that is set up to route to an agent. We’ll attach this service agent and select the agent you’ve named—in this case, “Oscar Party Service Agent.” Once the flow is set up, you’ll need to create a site. You can search for “Sites” and click “All Sites,” then create a new site.
I’ve kept it simple for this demo, just adding an image and a messaging icon at the bottom right corner so users can access the service agent.
To see the user experience, we click on the icon, which opens the site, and after it loads, we click the messaging icon. Once it’s ready, we see that the Oscar Party Service Agent has joined, and you can interact with it just like in the agent builder.
That concludes the demo. If you have any questions or want to go over anything, feel free to drop them in the chat, and David and I will do our best to answer. I’ll also share the Trailhead link in the chat so you can try it yourself. It’s really fun and accessible—no engineering background required! Even I was able to do it.
Thanks again for joining. David and I will stick around for a while if anyone has questions.
