But while both are game-changers, they follow unique paths. How are these tools helping businesses improve their customer experience? The redk team is here to guide businesses through Salesforce and Zendesk implementations . Get in touch with us today to learn how we can help your team.
This article is aimed at CXOs who doctor database want to improve their teams’ efficiency and streamline customer service operations.
Different approaches to AI-powered customer service
Agentforce and Zendesk both use AI to improve customer support, but their approaches are different. Agentforce, launched by Salesforce in 2024, introduces autonomous AI agents capable of handling tasks and solving problems independently, requiring minimal human supervision. These agents are designed to act as full-time team members, marking what Salesforce calls the “third wave” of AI.
Zendesk AI, also launching in 2024, works as an intelligent assistant that collaborates with human agents. Copilot improves efficiency by offering real-time suggestions, automating routine tasks, and streamlining agent workflows, without entirely replacing the need for human involvement.
A common concern for CXOs is potential bias in AI-based support decisions. To ensure fair and unbiased decisions, Salesforce offers the Audit Trail feature in Agentforce, which tracks all AI activity so businesses can audit and maintain ethical decision-making. Zendesk recognizes the need for AI transparency and is committed to improving Copilot’s processes to build trust, ensuring businesses can rely on AI-based support without worrying about bias.
Employee scaling and efficiency
CXOs often wonder how AI will impact their workforce . Can AI handle increased customer interactions without the need for more staff? Will it free up employees to focus on high-value, strategic tasks? Agentforce addresses this question through autonomous operations, handling tasks like case resolution, lead scoring, and campaign optimization without human intervention, effectively scaling workforce capacity.
Zendesk AI takes a different approach by improving the efficiency of human agents. With real-time suggestions, task automation, and workflow guidance, Copilot empowers agents to handle more cases effectively. While it doesn’t replace human agents, it helps them work faster and make smarter decisions, boosting team performance.
Data-driven assistance
Customer service success relies heavily on data, and both platforms recognize this. Agentforce integrates deeply with Salesforce’s Data Cloud , pulling data from multiple sources—emails, transcripts, and third-party platforms—enabling personalized interactions based on a holistic view of the customer across all departments.
Zendesk AI also uses data , pulling it from knowledge bases, past tickets, and macros to assist agents. While its data integration isn’t as centralized as Agentforce’s, it effectively uses available data to streamline workflows. Copilot’s approach may be sufficient for companies that don’t need extensive data sharing between departments.
With AI handling sensitive customer data, security is a key concern for CXOs. Salesforce has a strong reputation for robust security. Agentforce goes further with Einstein Trust Pilot, which offers zero data retention by third-party vendors and toxicity detection to filter out harmful language. Similarly, Zendesk AI prioritizes data security, employing strict protocols to safeguard customer information.
