More Than Just Order Tracking: The Real Power of Agentforce
At ProQuest, we built an AI Agent using Salesforce Agentforce to answer a straightforward question:
"Where’s my order?"
The goal was to streamline customer enquiries and reduce the load on support teams. But what we discovered was that the agent could do far more than we expected.
During a recent internal session, one of our team members shared a real example that showcased just how intelligent the system had become.
The agent didn't stop at providing a standard tracking order update. It was able to:
- Provide real-time tracking updates, show the estimated shipping date, and display all other items included in the order
- Understand a customer question about a specific item in a multi-item order
- Identify the correct order from a large database
What made this remarkable is that it required no custom code or specially written prompts. This behaviour came straight out of the box.
What started as a basic use case quickly revealed the true power of generative AI in action. It transformed a routine task into a dynamic, context-aware experience that genuinely helps customers faster and more accurately.
This is the kind of intelligence that separates Salesforce Agentforce from traditional chatbots. It goes beyond scripts and rules and starts acting like a real assistant.
We captured a short clip of this use case. It is a clear glimpse into how GenAI is already reshaping how businesses handle customer interactions.
Interested in seeing results like this in your business?
If you're exploring how AI can improve support, scale your operations, or boost customer satisfaction, we would love to help you get started.
