Decoding AI: Copilots vs. Agents in Salesforce

VP of Data Services & Emerging Products, Paulomi Gudka discusses what sets Agents in Salesforce apart from other AI tools.   

Among all the buzz, many people are wondering about the differences between agents, co-pilots, and tools like OpenAI’s ChatGPT. With so much new information coming our way, the messaging around these tools can get a bit muddled. Here’s a quick breakdown to help clarify these distinctions. 

Agents vs. Copilots: What’s the Difference? 

Imagine you’re running a call center and suddenly find yourself down a team member. In a rush, you hire someone off the street who, as luck would have it, has a Ph.D. in theoretical physics—essentially a Big Bang Theory style genius. This person is highly intelligent and could even “fake it till they make it,” assessing what’s in front of them and performing decently. However, they won’t be as effective as your original team member. Why? Because they lack the context— they don’t know the processes, the manuals, or the overall goals of the organization. 

This is similar to using tools like OpenAI’s ChatGPT or Microsoft’s Co-Pilot. These tools are incredibly knowledgeable and can answer a wide range of questions effectively, but if you want them to function as actual team members who complete tasks in alignment with your organization’s objectives, you need agents that understand your organization’s specific context. 

Why Agents Need Context 

Agents are configured with your organization’s procedures, goals, and standard operating procedures (SOPs), making them more valuable, efficient, and consistent in executing tasks. This is the trend companies like Salesforce are championing with their Agentforce solution: building an “army” of specialized task-execution agents. 

The more context and grounding provided to these agents, the more successful they’ll be. Success lies in specialization—agents must know both the “happy paths” (ideal scenarios) and “unhappy paths” (when things don’t go as planned) to effectively handle any situation. Just as with coding, preparing agents for unexpected outcomes is essential for optimal performance. 

The Rise of Agentforce and the “Agentic Revolution”   

The “Agentic Revolution” is here, bringing a new level of specialization and readiness to digital team members. By setting up agents thoughtfully and equipping them with the right context, organizations ensure that their digital agents can deliver value consistently and efficiently.

Salesforce Agentforce: The Power of Streamlined, Contextualized AI 

Salesforce Agentforce is a specialized trusted solution within the Salesforce ecosystem designed to leverage Large Language models to deliver accelerated outcomes. Agentforce provides tools and infrastructure to provide customers and employees a way to utilize AI safely and in a compliant manner. This frees up Sales teams and Customer Service Reps (CSRs) to focus on value added activities that only they can do. With the ability to interact naturally with customers and employees, Agentforce opens up the ability for organizations to re-think their support and sales processes by combining CSRs and Agents in their organization’s workflow. Leveraging Salesforce’s robust CRM capabilities, Agentforce empowers CSRs to focus on customer engagement, reducing administrative tasks and enhancing productivity and client satisfaction.

How to Start Leveraging Agents in Salesforce 

To match the personalization Agentforce can bring to your business, the right implementation partner can support your business to understand how your specific operation can benefit from utilizing agents. As an official Salesforce Agentforce Partner, RafterOne has already begun working with various companies to implement Agentforce strategies so they—and their customers—can start benefiting from this next-level technology. If you’re interested in exploring how agents can benefit your business, reach out to chat with our team, or request a complimentary Digital Audit. Let’s discover how agents in Salesforce can drive value and efficiency for your organization. 

– Paulomi Gudka, VP of Data Services & Emerging Products