Salesforce and Workday Unveil AI Workforce Service Agent to Improve Productivity
The new AI assistant combines Salesforce’s Agentforce Platform and Einstein AI with Workday’s platform and AI capabilities. This integration allows the assistant to handle various employee service tasks, increasing productivity and reducing costs. The AI assistant will communicate in natural language and provide personalized support based on integrated HR and financial data from Workday and CRM data from Salesforce.
An AI employee service agent will seamlessly transfer complex cases to the appropriate human representative, ensuring that all previous history and context is preserved. This collaboration between humans and AI is expected to improve employee experience and efficiency across businesses.
Marc Benioff, Chairman and CEO of Salesforce, expressed excitement about the new platform. “AI’s opportunity for all companies is in augmenting their workforce and delivering an amazing customer experience,” he said. Carl Eschenbach, CEO of Workday, emphasized the importance of the partnership, saying, “By combining our platforms, datasets, and powerful AI capabilities, Salesforce and Workday empower our customers to deliver unparalleled AI-powered workforce experiences.”
The partnership will also include a shared data base, connecting Workday’s financial and HR data with Salesforce CRM data. This will allow customers to access and use data on both platforms without duplication. Additionally, Workday will improve its integration with Slack, allowing users to collaborate on workday records directly within Slack.
Employees will benefit from instant support through natural language conversations, whether they work in Salesforce, Slack, or Workday. An AI assistant will provide situational assistance, automated decisions across platforms. This will guide activities such as onboarding, self-service HR, and continuous improvement.
Sal Companieh, Chief Digital and Information Officer at Cushman & Wakefield, highlighted the benefits of the partnership. “The ability to organize workflows across our two most used platforms – Workday and Salesforce – and deliver personalized AI-powered experiences to employees will change our game,” he said.
Employers will also benefit from this cooperation. By integrating HR, financial, and operational data into advanced AI models, Salesforce and Workday will improve workforce planning, financial planning, and sales enablement. UR “Ray” Wang, CEO of Constellation Research, Inc., recognized the importance of this integration. “The shared data base between Workday and Salesforce will enable these partners to deliver AI capabilities that can completely transform the workforce experience.”
Image: Salesforce
