$Salesforce (CRM.US)$ Pretty positive on AgentForce ongoing ...
Pretty positive on AgentForce ongoing proof-of-concept and deployment over time.
Background
-AXA has 150k employees w/ 30-50k seats of CRM. Top 100 customer and spend 50-80m EUR / year. Purchase sales, marketing, fin svcs, health clouds – along w/ MULE and DATA.
-AXA has 150k employees w/ 30-50k seats of CRM. Top 100 customer and spend 50-80m EUR / year. Purchase sales, marketing, fin svcs, health clouds – along w/ MULE and DATA.
-Have 2 contracts w/ CRM for 5 years as of 1/24. 1 is for France and the other is for all entities. Have been increasing spend materially as expanded deployment, and also went from enterprise contract to unlimited license to include AI [will pay per use case but currently in trial]
-70% of spend is sales cloud – backbone for everything, integrated into call centers / ERP, marketing cloud. 15-20% of spend is marketing cloud.
-Health cloud is used to support health insurance business
AgentForce Highlights
-Have used Einstein for a long time but implemented GPT in Marketing / Sales at end of 2023.
-Have used Einstein for a long time but implemented GPT in Marketing / Sales at end of 2023.
-Doing proof of concept over past 3 months for Agentforce. Will productize this by middle of next year.
-Deployment will be agents supporting customers in self-serve (claims / policy admin – ie renewals, etc.)
-Have been testing for both inbound / outbound and it I working very well. Use Agentforce Studio to define rules (ie remind customer 1x / month ahead of renewal about steps, cross-sell, etc.)
-Seen customers adoption of self-service increase by 30-40% and first-time call resolution increase by 20%
-CRM is developing Agentforce for each industry cloud as well. Have more than 100 industry-specific actions. Product agent examples include banking agent, sales agent, support agent, marketing agent, analytics agent, finance agent, HR agent, etc.
-CRM platform takes care of all requirements – models, flow automation, omnichannels, US, security, privacy, analytics.
-90% of implementing AI is getting architecture up to speed – clean data, accessible, etc. 10% is the models.
-AI coach for employees is reducing attrition rate / replacement cost. Also believe will see employee / customer sat increase.
-AI lead management does automated outreach / follow-up for leads. Have seen 15% improvement in conversion.
-AI quoting / underwriting allows for quote generation quickly which improves turnaround time for policy approval.
-AI claims processing is helpful bc manages information collection process / communication w/ customer.
-Have seen 20% reduction in staff hours – conservatively. But more about moving agents to higher-value activities. Might reduce junior human agent staffing by 15% max.
-Large companies might not stick w/ pay-per-use bc can’t predict spend, but still negotiating this. Not going to be close to $2 / interaction. AXA has 100m customers – can’t pay $200m to touch each account.
-Process – prep / requirement gathering is 2 weeks, configuration is 4-8 weeks, data migration / setup is 2-4 weeks, training is 1 week, deployment is 1 week. Total of 3-5 months. Smaller companies could move faster.
AgentForce competition
-CRM native integration w/ data is important vs others learning from data elsewhere
-CRM native integration w/ data is important vs others learning from data elsewhere
-CRM building functionality for specific use cases vs other platforms are more horizontal
- $ServiceNow (NOW.US)$ installed for IT service / asset mgmt.. Not used for customer facing processes. Their CRM solution is also not very user-friendly right now.
Disclaimer: Community is offered by Moomoo Technologies Inc. and is for educational purposes only.
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