AGL adopts Salesforce AI agents for retail transformation

AGL has begun integrating AI agents into its retail transformation strategy, with initial applications focused on improving internal employee workflows. The energy retailer is utilizing Agentforce, an AI agent platform developed by Salesforce, to streamline customer service operations.

Key Developments

• Initial Use Cases: AGL is testing Agentforce in a "testbed" environment, prioritizing employee-based applications such as automatic voice transcription and case summarization. These features aim to reduce administrative burdens on customer service staff.
• Strategic Goals: The long-term vision includes freeing up advisors to focus on renewable energy products and services. AI agents will help staff access knowledge management materials faster, enabling quicker customer resolutions.
• Future Plans: AGL may explore customer-facing AI applications once internal use cases are refined. Potential future uses include personalized energy offers and enhanced product servicing.

Background

AGL's retail transformation also includes:

• Switching from SAP to Salesforce CRM
• Adopting low-code process automation tools

Bebin Thomas (left) and Sian Wesley (right) speak on stage.

Quotes

• Sian Wesley, Customer Operations Transformation Owner:

  "For those [customer service] agents using it, they don’t have to write contact notes at the end of the call, so the benefit for them was really instantaneous."

• Bebin Thomas, Head of Architecture for Customer Markets:

  "We have been intentional with our mission in terms of building a robust information architecture as well as an integration architecture."

AGL's cautious approach reflects a broader trend of businesses prioritizing internal AI adoption before deploying customer-facing solutions.