Old bot failed on multi-part questions. 27 years of disconnected systems slowing every agent interaction.
Fragmented TechHigh Volume
🤖
Solution
Dual Agentforce, B2B & B2C
One agent for restaurants, one for diners. Both powered by 1,500+ indexed articles via RAG + Data 360.
AgentforceData 360 RAG
🔗
Integration
Unified Tech Ecosystem
Service Cloud + Voice + Amazon Connect + Marketing Cloud + Tableau + Slack, one complete view of every interaction.
Service CloudTableau
🚀
Results
Autonomous at Scale
Tens of thousands of conversations in weeks. Human agents focused on complex, high-value cases.
Resolution ↑Efficiency ↑
"Agentforce handles simple inquiries automatically, so our people can focus on delivering superior service." – George Pokorny, SVP Global Customer Success · OpenTable
03 / 08
How It Works: Marco's Journey
OpenTable · Restaurant manager (B2B) · What you see vs. what runs behind the scenes
Restaurant Manager Portal
Marco, La Bella Trattoria
My listing shows we close at 9pm Saturdays but we're open till 11pm. Can you fix that?
Agentforce
Hi Marco! I see your listing downtown. Saturday currently shows 9pm close. Updating to 11pm, confirm?
Marco
Yes! Also, when does my subscription renew?
Agentforce
✅ Hours updated. Your Premium plan renews on June 15. Anything else?
Marco
What's my review score this month?
Agentforce
Your avg rating is ⭐ 4.7 this month (up from 4.5). 89% of guests rated 4+ stars. All done! 🍽️
⚙️ Backstage, What's Running
🍽️
Restaurant profile fetched
Listing details, hours, plan tier, account history
Service Cloud
✏️
Listing updated in real time
Agent writes directly to listing system, no ticket created
Agentforce
💳
Subscription data queried
Renewal date + plan details from account record
Service Cloud
📈
Review analytics surfaced
Rating trends and guest feedback via Data 360 + Tableau
Tableau
04 / 08
Dataprev
+
Agentforce
Customer Story · Gov.br
AI Agents for Brazil's Federal Government
Dataprev · 11 agents across 8 ministries · ~143M WhatsApp messages/month at full scale · Implemented by Salesforce PS
11
Agents deployed
~143M
Messages/month (full scale)
53M
Messages consumed (Apr/26)
⚠️
Challenge
No Scalable Citizen Channel
Millions of students, retirees, and beneficiaries had no automated, real-time channel to access official government information, overloading call centers.
High VolumeDigital Exclusion
🤖
Spotlight: Agent SISU/MEC
ChatGOVbr via WhatsApp
Go-live Jan 16, 2026. First agent on the platform: answers ENEM/SISU questions, cutoff scores, enrollment steps, via WhatsApp, 24/7, no static tree.
AgentforceData Cloud RAG
🏗️
Architecture
Agent Factory Framework
One Team Salesforce model: Router Agent → specialist agents per ministry (MEC, MDS, Health, Justice, Labor, Social Security, INSS). SOMA orchestration in roadmap.
Marketing CloudMuleSoft
📊
Scale
~15M msgs/month (MEC alone)
MPS/INSS: ~39M msgs/month. MDS/CadÚnico: ~20M. Gov.br Support: ~10M. INSS transactional self-service cutting 11% of exam backlog via MuleSoft integration.
~2 weeks deployZero code
"One Team Salesforce model, Sales, Delivery, CS and Product united, delivering parallel, scalable agents across all government ministries." – Dataprev × Salesforce PS Brazil
05 / 08
How It Works: Ana's Journey
Dataprev · SISU/MEC Agent (ChatGOVbr) · What you see vs. what runs behind the scenes
WhatsApp · Gov.br Channel · Jan 2026
Ana, ENEM Candidate
Hi! I got into SISU for medicine but I don't know which documents to bring to enrollment.
Agentforce / ChatGOVbr
Hi Ana! Congratulations! 🎉 For medicine (open competition), you'll need: national ID, CPF, school transcripts, birth certificate, and vaccination record. Want the full enrollment checklist?
Ana
Yes! And what's the deadline?
Agentforce / ChatGOVbr
Regular enrollment runs until January 22nd. If you miss it, the waitlist period opens until the 29th. Anything else I can help you with?
Ana
Perfect, thanks! One more thing, what is the L1 quota?
Agentforce / ChatGOVbr
L1 is for public school students with household income up to 1.5x the minimum wage per capita. Your spot was through open competition. I'm here if you need anything else! ✅
⚙️ Backstage, What's Running
📚
Knowledge base queried via RAG
1,500+ official SISU/ENEM articles indexed in Data Cloud
Data Cloud
🧠
Natural language understanding
Agentforce interprets intent, no decision tree, no menu
Agentforce
📣
Proactive campaigns triggered
Marketing Cloud sends deadlines + reminders to enrolled students
Mktg Cloud
🔀
Router Agent orchestrates
Single WhatsApp number routes citizens to the right specialist agent
Router Agent
06 / 08
Agibank
+
Agentforce
Customer Story · Fintech
Growing 40% Without Hiring a Single Person
5.6M customers · Digital bank focused on financial inclusion · 5 agents in production · Mentioned in Salesforce Q3 Earnings Call
70%
Autonomous resolution rate
80%
Deflection on credit queries
430K
Conversations (Feb/2026)
#6
Global Agentforce ranking
⚠️
Challenge
350K Repetitive Calls/Month
Agents opened 30+ tabs per case just to check credit proposal status. No bandwidth for commercial activity. Goal: grow 40% in 2025 without adding headcount.
Operational OverloadLost Revenue
🤖
Agent #1, Live Aug/2025
Credit Proposal + Upselling
Autonomous WhatsApp agent: checks proposal status, identifies upsell opportunity from Data Cloud profile, hands off warm lead to human sales rep with full context.
AgentforceData Cloud
🔀
Agent #4, Router
NLU Orchestrator, No More Menus
Replaces static menu with intent recognition. Routes to Upselling, FAQ, Retention, or Lead Qualification agents, passing full context so clients never repeat themselves.
Einstein NLUOmni-Channel
🛡️
Agent #5, Retention
Churn Prevention + Biometrics
Handles 7K portability requests/month (R$600K PA). Counters with personalized offer and, if accepted, formalizes the agreement via facial biometrics API in the same chat.
Service CloudBiometrics API
"The obvious pain was 350K monthly calls. The strategic pain was growing 40% in 2025 without hiring more people." – Agibank · Strategic Context
07 / 08
How It Works: Carlos's Journey
Agibank · Credit Proposal Agent + Upselling · What you see vs. what runs behind the scenes
WhatsApp · Agibank · Live since Aug/2025
Carlos
Hi, I'd like to check the status of my credit proposal.
Agentforce / Agibank
Hi Carlos! Proposal #48821 is in final review. Expected by tomorrow at 6pm. Want me to notify you as soon as the decision is out?
Carlos
Yes please! How long have I been a customer?
Agentforce / Agibank
You've been with us for 3 years with an excellent payment record. 🏆 Because of that, you have an exclusive offer: payroll-deducted credit at 1.49% monthly rate. Want to know more?
Carlos
Tell me more about that offer.
Agentforce / Agibank
It's a pre-approved R$8,000 credit with direct payroll deduction. I'm connecting you with a consultant right now, I've already sent your profile over. ⚡
⚙️ Backstage, What's Running
📋
Proposal status fetched
Order Object in Service Cloud, real-time query, no agent tab-switching
Service Cloud
🧠
360° profile analyzed
Data Cloud identifies upsell opportunity based on 3yr history + payment score
Data Cloud
💡
Personalized offer generated
Agentforce selects the right product and rate for Carlos's profile
Agentforce
🤝
Warm handoff to human sales
Lead + context + reason sent to sales queue, Tableau Next logs engagement