Salesforce and Workday announced a partnership to assist businesses in managing their people and finances easily. Salesforce announced plans for a new AI employee service agent to automate time-consuming tasks, offer individualized support, and reveal data-driven insights that help employees operate more efficiently.
Salesforce’s new Agentforce Platform and Einstein AI, combined with Workday’s platform and AI, will allow organizations to create and manage agents for a wide range of employee service use cases. This AI agent will collaborate with and elevate humans to drive employee and customer success throughout the organization. The new AI employee service agents use a company’s Salesforce CRM data as well as Workday financial and HR data to communicate with employees in natural language with human-like comprehension. As a result, taking action during onboarding, health benefit changes, career advancement, and other tasks will be simpler than ever.
AI employee service agent will seamlessly transfer complex cases to the appropriate individual for resolution, retaining all previous history and context to ensure a smooth hand-off. This novel approach, in which humans and AI collaborate seamlessly, will result in increased productivity, efficiency, and improved employee experiences. This is only possible if the data, AI models, and apps are deeply integrated..
This new strategic alliance will bring together the two most frequently used cloud platforms in business to transform work and develop new employee experiences based on generative AI. The partnership will deliver:
- AI employee service agent, powered by Einstein 1 Platform and Workday AI: Salesforce and Workday will integrate Einstein’s agent platform with Workday AI, combining the power of two generative AI solutions into a single, seamless employee experience that is accessible across Salesforce and Workday. The AI employee service agent communicates in natural language using LLMs and a robust shared data foundation to provide relevant, conversational responses to employee inquiries. Keeping the employee at the center, the agent will recommend and act on their behalf across platforms, allowing them to be more productive and efficient. For complex high-touch issues that must be escalated to a human, the agent will handle the escalation and hand-offs seamlessly and quickly.
- Salesforce Data Cloud and Workday will form a shared data foundation: Salesforce Data Cloud and Workday will form a shared data foundation, connecting Workday financial and HR data to Salesforce CRM data. To make this possible, Workday will use the Salesforce Zero Copy Partner Network. Customers will be able to access and act on financial, HR, and CRM data across the Salesforce and Workday platforms without having to duplicate data or create custom integrations, all while ensuring secure data sharing so that users only see authorized information.
- Seamless integration between Workday and Slack: Workday will improve its existing integration with Slack by providing an elevated conversational interface for users to access and collaborate on Workday financial and HR records, such as tasks, pay, job requisitions, employee details, and general ledgers, directly in Slack. Slack saves conversations about these records, allowing information to be easily found, summarized, and acted on in Workday at any time.
Benefits to Employees with this Partnership
Employees can get instant support from their AI employee service agent via natural language conversations, whether they are using Salesforce, Slack, or Workday. It will provide contextual assistance by understanding requests, retrieving relevant knowledge and insights from unified Workday-Salesforce data sources, and automating cross-platform resolution.
- Onboarding is streamlined by coordinating paperwork, resource provisioning, training, and getting new hires up and running quickly.
- Self-Service HR involves answering questions about PTO, benefits, and policies, as well as enabling self-service transactions such as healthcare plan updates.
- Creating personalized learning paths for employees based on their role, skills, and career interests as tracked in Workday.
References:
Salesforce and Workday Form Strategic Partnership, Unveil New AI Employee Service Agent
Related Posts
Enhancing Chatbot Experiences with Salesforce’s New Einstein Service Agent
Salesforce Enhanced Revenue Lifecycle Management with New Features
10 Ways AI is Revolutionizing Medical Diagnostics