Welcome to the Future: Autonomous Agents

At the recent Conference of The Best Contact Center Indonesia 2024, Hunady Budihartono, Enterprise Account Director at Salesforce, proudly introduced Salesforce as the world’s third-largest software company and the leading provider of customer experience solutions. Salesforce operates on three key principles: innovation through continuous development of new features, a strong commitment to philanthropy with its 1-1-1 model — dedicating 1% of revenue, product, and employee time to giving back — and a steadfast focus on ethics in technology and business practices.

Hunady also highlighted the evolution of AI, which has progressed through several waves. The first wave began a decade ago with machine learning that empowered agents with better knowledge access. In 2022, Generative AI emerged, enabling AI to create natural language responses. Now, Salesforce is introducing Autonomous Agents — dynamic AI capable of understanding both text and images — to handle repetitive tasks, freeing human agents to focus on complex, high-value interactions. With the power of Autonomous Agents, Salesforce is transforming customer service by blending AI-driven efficiency with human-centered experiences, ensuring businesses can deliver faster resolutions while maintaining personalized, high-quality interactions.