Salesforce: CRMArena-Pro simulates business scenarios with AI agents
In the CRMArena-Pro simulator, Salesforce customers will be able to test AI agents for sales forecasts or support cases, for example, before they go live.
(Image: Jonathan Weiss/Shutterstock.com)
Salesforce AI Research is working on preparing customers for the use of AI agents in the company. The CRM provider is relying on a simulator to facilitate the transition to the so-called "Agentic Enterprise". Salesforce presented an initial test environment for the Agentforce platform at the end of 2024. The company intends to develop it further in the future.
Test environment for business scenarios
In future, Salesforce customers will be able to simulate business scenarios in CRMArena-Pro. According to the manufacturer, tasks such as sales forecasting (sales forecasts for future sales), service triage (automatic classification and distribution of support cases according to urgency) or quotation management will be trained there.
The digital twin simulates scenarios with synthetic data, APIs and strict data protection rules in order to prepare agents for use in live operations. This is intended to prevent errors in day-to-day operations and make AI more robust against disruptions.
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Benchmarking for companies
According to Salesforce, the "Agentic Benchmark for CRM" evaluation tool should be able to assess agents not only according to generic skills, but also according to company-relevant criteria.
It tests them for accuracy and speed as well as cost, trustworthiness and sustainability. In addition, "MCP-Eval" uses scalable tests with synthetic tasks and "MCP-Universe" uses test scenarios in interaction with real systems to analyze where AI systems fail in everyday life, for example with long contexts or unknown tools.
Automatically merging duplicates
"Account Matching" enables language models to automatically recognize duplicates in customer data and merge duplicate customer accounts. For example, "The Example Company, Inc." and "Example Co." are automatically recognized as one company. According to Salesforce, one pilot customer merged over one million data records with a 95 percent hit rate, thus saving processing time.
(akr)
