Meta and Salesforce are rolling out new AI agents to help with customer service.
Meta has launched a pilot program introducing AI-powered customer service agents to assist businesses on Instagram, Facebook, and WhatsApp. These agents can interact with customers in real-time, handling tasks such as managing returns, providing product recommendations, and processing purchases. Utilizing data from a business’s Meta footprint – including previous posts and customer service messages – agents can answer customer inquiries directly on ad pages or through direct messages. Agentic AI is enhancing CRM platforms like Salesforce which recently introduced AgentExchange – a new marketplace for AI agents in enterprise software. Launching with over 200 partners – including Google Cloud, DocuSign, Box, and Workday – pre-packaged agent solutions are being developed for businesses that can implement them without extensive technical expertise. Unlike traditional AI tools focused on text generation, these specialized AI agents are designed to perform complex tasks autonomously within business systems, effectively increasing labor capacity. (Source: Fast Company; VentureBeat)
Why this is important for your business:
2025 is the year of the agent. I’ve written about this before and will be revisiting this topic for another Forbes column soon. The takeaway is that finally – finally – generative AI will evolve this year to only provide information but also perform tasks to help us run our businesses more productively. The focus is on customer service. My advice is to lean in heavily and perhaps use some of these tools to build your own solutions.
Source: forbes.com
