Salesforce has announced a new personalized AI employee service agent, developed in collaboration with Workday. This is a unique partnership in the HR technology development industry. Why? While Salesforce is a cloud-based CRM solution maker, Workday provides Human Resources Management (HRM) software. This CRM+HRM integration between Salesforce and Workday unites the power of Artificial Intelligence to improve the overall employee experience. And, with this partnership, employees can also benefit from having AI-powered conversations on Slack right on their CRM or HRM dashboards.
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The HRTech Insights editorial team designed a detailed analysis of the new AI employee service agent. Here’s what you should know.
What is an AI Employee Service Assistant?
AI employee assistant belongs to the expanding family of personal virtual assistants that use artificial intelligence (AI), natural language processing/ programming (NLPP), voice AI, robotic process automation (RPA), and other capabilities to delegate repeated tasks to machines and generate faster, accurate results. Popular AI assistants are categorized as voice-based and text-based assistants.
Earlier this month, Salesforce announced Einstein Service Agent to personalize chatbot conversations. This new solution can handle different service-level scenarios without disrupting the customer experience journeys.
Now, let’s discuss the Salesforce-Workday AI collaboration.
The new AI employee service assistant taps the power of Salesforce’s proprietary Generative AI or GenAI capabilities — Agentforce and Einstein AI. When integrated with Workday AI, the employee service assistant comes alive! The AI assistant uses Salesforce’s CRM data, infused with Workday’s HR and finance data to create personalized AI agents for different employee service use cases. With automated AI service management, organizations will save time and resources in managing people and money through a single dashboard. As an outcome, human agents and managers can work smarter and faster with less manual intervention.
Benefits:
- Paperless employee onboarding.
- Self-service HR portal for answering PTO, salary, compensation, rewards, policies, and employee wellness benefits programs.
- Seamlessly transfer employee service inquiries to an AI assistant for remediation, recommendation, and counseling.
- Automated hand-off to a human manager, for high-level escalations.
- Improvement in agent-level productivity in marketing, sales, and customer service departments.
- Superior employee experience management, powered by CRM+AI+Data.
At the time of this announcement, Salesforce CEO Marc Benioff highlighted the importance of pivoting the “AI opportunity” and how the partnership with Workday augments digital experiences for employees and customers. Marc mentioned the role of Salesforce’s new Agentforce platform for customer success. He said, “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.”
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Carl Eschenbach, CEO of Workday added, “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.”
Once in action, the new AI employee service assistant will communicate with Salesforce GenAI and Workday LLMs simultaneously, delivering highly personalized, real-time conversational responses to employee queries. Putting employees and human agents at the center of every conversation, AI will augment organizational capabilities to manage their HR shop with CRM, HR, and finance data.
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Salesforce will also activate Slack integration with Workday. It will expand the current collaboration, bringing more opportunities to communicate using the newly developed AI interface directly in Slack.
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