Summary
Recent developments in agentic AI highlight its growing adoption among New Zealand businesses, as they leverage the technology to enhance productivity and customer service. Richard Fillmore-Smith, the country lead for Salesforce, notes that companies across various sectors are eager to implement AI solutions that streamline workflows and improve service delivery. The shift from traditional AI to agentic AI allows businesses to automate processes and achieve tangible outcomes without extensive setup.
Fillmore-Smith provides examples of successful AI integration, such as Fisher & Paykel Appliances, which uses AI for guided troubleshooting, and Xero, where 65% of customer queries are resolved on the first attempt through AI. Additionally, Coffee Supreme is utilizing AI to empower sales teams with data-driven insights, enhancing customer interactions. The emphasis is on AI as a tool for augmenting human work rather than replacing it.
Despite the enthusiasm, challenges remain in the form of trust issues and the need for proper integration into existing systems. Fillmore-Smith stresses the importance of measuring the effectiveness of AI initiatives and maintaining ongoing support and development, likening it to managing employee performance. The partnership between Salesforce and Anthropic is positioned as a key element in advancing AI capabilities, offering customers flexible access to their CRM data through innovative platforms like Cloudforce.
Show Notes
Salesforce's Richard Phillimore-Smith explains how AI agents could transform Kiwi businesses, lift productivity and move beyond chatbots. See omnystudio.com/listener for privacy information.
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