- Salesforce and Workday Partnership will deliver a personalized, AI-powered assistant for employee service
- When complex cases arise, the AI employee service agent will seamlessly transfer to the right individual
Salesforce AI CRM, and Workday, Inc. , a leading provider of solutions to help organizations manage their people and money, have announced plans for a new AI employee service agent that will automate time-consuming tasks, provide personalized support, and surface data-driven insights that help employees work smarter and faster.
The combination of Salesforce’s new Agentforce Platform and Einstein AI with the Workday platform and Workday AI will enable organizations to create and manage agents for a variety of employee service use cases.
This AI agent will work with and elevate humans to drive employee and customer success across the business.
Powered by a company’s Salesforce CRM data and Workday financial and HR data, the new AI employee service agents have a shared, trusted data foundation to communicate with employees in natural language, with human-like comprehension.
As a result, taking action as part of onboarding, health benefit changes, career development, and other tasks will be easier than ever.
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When complex cases arise, the AI employee service agent will seamlessly transfer to the right individual for remediation, maintaining all the previous history and context for a smooth hand-off.
This unique approach of humans and AI seamlessly working together will result in greater productivity, efficiency, and better experiences for employees. This is only possible by having the data, AI models, and apps deeply integrated.
“The AI opportunity for every company lies in augmenting their employees and delivering incredible customer experiences,” said Marc Benioff, Chair and CEO, Salesforce.
“That’s why we’re so excited about our new Agentforce platform which enables humans and AI to drive customer success together, and this new partnership with Workday, to jointly build an employee service agent. Together we’ll help businesses create amazing experiences powered by generative and autonomous AI, so every employee can get answers, learn new skills, solve problems, and take action quickly and efficiently.”
He noted that integrating Salesforce and Workday’s platforms and AI capabilities would empower customers to deliver unmatched AI-powered employee experiences, leading to happier customers and significant business value.
This strategic partnership will integrate Salesforce’s Einstein 1 Platform and Workday AI, allowing the AI employee service agent to provide relevant, conversational responses to employee queries.
The agent will recommend and act across platforms on behalf of the employee, enhancing productivity and efficiency. For complex issues, the agent will facilitate quick and seamless escalations to human agents.
Additionally, Salesforce and Workday will create a shared data foundation connecting Workday financial and HR data with Salesforce CRM data.
This will enable customers to access and utilize data across both platforms without duplicating it, ensuring secure data sharing.
Workday will also enhance its integration with Slack, providing users with a conversational interface to access and collaborate on Workday financial and HR records directly in Slack.
Employees will benefit from natural language conversations with the AI employee service agent, receiving instant support whether working in Salesforce, Slack, or Workday.
This will streamline onboarding, enable self-service HR, and provide continuous development opportunities tailored to an employee’s role and career interests.
Sal Companieh, Chief Digital and Information Officer at Cushman & Wakefield, expressed excitement about the potential impact of streamlining workflows across Workday and Salesforce. “The ability to deliver more personalized AI-powered employee experiences will be a game changer for us,” Companieh said.
For employers, the fusion of HR, financial, and operational data into advanced AI models will extend workforce capabilities and enhance overall workforce intelligence, optimization, and resilience. This integration will support precision workforce planning, continuous financial planning, and intelligent sales enablement.
R “Ray” Wang, CEO of Constellation Research, Inc., highlighted the significance of this integration, stating, “The shared data foundation between Workday and Salesforce will deliver AI capabilities that could transform the employee experience to be more personalized, efficient, and impactful.”
