Meet Agentforce Voice
Learning Objectives
After completing this unit, you’ll be able to:
- Describe the key functions of Agentforce Voice.
- Understand the telephony options with Agentforce Voice.
- Understand the built-in guardrails and trust policies.
Discover Agentforce Voice
Agentforce Voice is a conversational AI capability that enables natural, voice-based interactions between customers and your service agents. It understands customer intent from spoken input and generates spoken responses, enhancing every interaction with features like real-time call transcription and AI-driven recommendations. It can connect seamlessly with telephony systems to deliver intelligent and conversational customer experiences.
Here’s how it works: When a customer calls, Agentforce Voice gets to work immediately. It first converts the caller’s speech into text, then figures out what they need and prepares a response. That response is then turned back into natural-sounding audio, so the customer hears it as part of a smooth, real-time conversation.
Choose Your Telephony Architecture
Agentforce Voice supports two main approaches for integrating voice capabilities into your telephony setup: Salesforce Voice (native telephony) and integration with partner telephony providers.
Option 1: Salesforce Voice (Native Telephony)
Salesforce Voice manages the entire voice communication lifecycle, from procurement to post-call analysis. It offers deep customization, tight integration, and the ability to fully leverage Agentforce capabilities, including Agentforce Voice. Here are some key benefits.
- Simpler setup: Removes dependencies on external Session Initiation Protocol (SIP) trunking or Public Switched Telephone Network (PSTN) transfer configurations.
- Better user experience: Enables seamless handoffs between agents and human representatives.
- Context preservation: Maintains full call transcripts and session context across the entire interaction, including transfers.
Option 2: Integration with Partner Telephony Providers
You can integrate Salesforce CRM, AI capabilities, and Agentforce Voice with an existing telephony provider. This approach gives you flexibility while allowing you to retain your current telephony setup. Here are some key considerations,
- Protocol Support: Supports standard telephony technologies like PSTN for traditional phone calls and SIP for internet-based calling, which are used to connect calls between Salesforce and your telephony provider.
- Coordination: Requires compatibility with standard telephony technologies like PSTN or SIP to connect calls between Salesforce and your telephony provider.
Integrate Agents Into the Workflow
Both telephony solutions support integration with voice-enabled agents, depending on your business use case.
- The AI-First Frontline: The voice-enabled agent acts as the primary point of contact, understanding customer intent and attempting to resolve issues as soon as the call begins.
- IVR Transition: Organizations maintain a standard IVR structure (such as “Press 1 for Order Status”) and introduce voice-enabled agents at specific points in the call flow.
Converse Safely with Guardrails
But it’s not just about talking, it’s about talking well. Agentforce Voice includes built-in guardrails and instructions to make sure its responses are safe, clear, and helpful. This includes:
- Optimized spoken delivery: The agent pauses naturally for clarity, such as when reading out an address.
- Concise responses: Word limits help keep responses focused.
- Content safety: Guardrails prevent offensive language and protect your company’s sensitive information.
Keep Your Data Safe with Zero Data Retention
Salesforce has established zero data retention policies with its partners, including OpenAI, Deepgram, and ElevenLabs. This means your data isn’t stored by these providers or used to train their models, helping keep your information secure.