Salesforce has announced Agentforce for HR Service, a new set of AI-powered capabilities embedded directly into HR Service, an employee service solution that includes both an Employee Portal and HR Service Console for HR teams. Agentforce for HR Service includes a new suite of out-of-the-box topics – broad categories of tasks an AI agent can perform – and actions – specific steps or tools the AI agent uses to complete those tasks. These customizable topics and actions empower employees to get answers and take action on their own and work alongside HR teams so they can scale support to more employees and focus on complex problem solving.
With Agentforce for HR Service, employees can perform common HR support tasks conversationally — right where they spend most of their time, inside Slack or their Employee Portal — without needing to file tickets, dig through policy documents, or swivel chair to multiple systems. This AI agent is grounded in company data, knowledge articles, policies and integrates with leading Human Resource Information Systems (HRIS) and Human Capital Management (HCM) systems so employees can:
- Get personalized answers
- Track employee programs
- Manage HR cases
- Update employee details
- Manage time off requests
- Update direct deposit details
- Submit and track expenses
- Escalate to a human HR rep
And because Agentforce is now embedded within the HR Service Console, where HR reps manage employee cases, HR teams can Generate responses and Unify employee data.
How Agentforce for HR Service Works
Agentforce for HR Service uses AI and natural language processing to understand a question’s intent. Data Cloud then unifies structured employee data, like the employee profile, with unstructured data, such as policy documents, company knowledge, and PDFs. This comprehensive data foundation grounds Agentforce so it provides accurate responses to employee inquiries. The Atlas Reasoning Engine, the “brain” behind Agentforce, then analyzes this unified information and executes the relevant action to quickly resolve employee issues.
How Salesforce Uses Agentforce for HR Service
The Salesforce HR team is Agentforce for HR Service’s first customer and finds success using:
- Agentforce for HR Service in Slack and the Employee Portal to help employees with everything from understanding which programs are eligible for their wellbeing reimbursement, to providing support during open enrollment, to guiding employees through the relocation process — giving employees clarity on qualification while increasing HR team efficiency.
- The Employee Portal with Agentforce to manage nearly 10M searches, resolving 96% of employee inquiries without HR team intervention.
- The HR Service Console to provide a comprehensive view of employee data, engagement history, and case details. With Agentforce embedded in the console, Salesforce’s HR team can quickly search, summarize, respond to, and close cases with AI assistance.
“The future of work is humans and agents working together. We are leading our customers into the future by demonstrating how to leverage Agentforce to unlock an era of unlimited potential,” said Nathalie Scardino, President and Chief People Officer at Salesforce. “As customer zero of Agentforce, our teams are working alongside agents daily, which has led to increased productivity and empowered our employees to focus on more impactful work.”