Salesforce and Workday Launch AI-Powered Employee Agent
Salesforce and Workday have unveiled plans to launch an AI-powered service agent. According to Businesswire, the Salesforce-Workday partnership will see the two companies automate routine tasks, offer data-driven insights, and provide personalized support to users to enable them work faster and smarter.
Salesforce specializes in providing AI-driven customer relationship management systems. Workday is a leading HRTech company that provides solutions that enable businesses to manage employees and money.
Multiple Platforms
The Salesforce-Workday strategic partnership will see the two companies combine their platforms to enable businesses create and manage agents for varying employee service use cases. These platforms are Agentforce platform and Einstein AI by Salesforce and Workday’s AI and Workday platform.
Powered by Workday’s HR and financial data and Salesforce CRM data, the new AI employee service agent provides a trusted data foundation that allows businesses to connect with their staff in a natural, human-like way. This allows businesses to conduct onboarding processes, career development, changes to health benefits, and other tasks with ease.
“The AI opportunity for every company lies in augmenting their employees and delivering incredible customer experiences. That’s why we’re so excited about our new Agentforce platform which enables humans and AI to drive customer success together, and this new partnership with Workday, to jointly build an employee service agent. Together we’ll help businesses create amazing experiences powered by generative and autonomous AI, so every employee can get answers, learn new skills, solve problems, and take action quickly and efficiently,” Salesforce Chair and CEO, Marc Benioff said.
Unique Capabilities
The AI service agent seamlessly transfers complex cases to the right employees for remediation. It’s capable of maintaining previous contexts and history to facilitate smooth transitions. This approach allows people and AI to work together, leading to improved efficiency, higher productivity, and better employee experiences. This is facilitated by deep integration of AI models, data, and applications.
“Employees, customers, and financials are the three most fundamental elements of any business. By integrating our platforms, datasets, and powerful AI capabilities, Salesforce and Workday are empowering our customers to deliver unmatched AI-powered employee experiences that ultimately lead to happier customers and drive unprecedented business value,” Workday CEO, Carl Eschenbach said.
Key Benefits
The new AI employee service agent utilizes natural language conversations to give employees instant support. It’s capable of providing contextual support to users. It understands requests, extracts relevant insights and knowledge from unified data sources, and automates resolutions.
The service agent will make employee onboarding seamless by performing tasks such as resource provisioning, organizing paperwork, and training. Employees can get answers to HR-related questions faster, and enjoy personalized learning paths based on their roles, career interests, and skills.
“As a leading global commercial real estate services firm, we are extremely focused on ensuring our employees are supported and engaged, which has a direct impact on client service. The ability to streamline workflows across two of our most used platforms – Workday and Salesforce – and deliver more personalized AI-powered employee experiences will be a game changer for us,” Cushman & Wakefield Chief Digital and Information Officer, Sal Companieh said.
For employers, the new AI employee service agent extends workforce capabilities beyond individual staff productivity, and raises overall employee optimization, intelligence, and resilience. Businesses can use the AI tool developed through the Salesforce Workday partnership to harmonize their skill supply predictions, boost sales intelligence, and plan finances.
