Service Agent connections to Agentforce Voice
Key Takeaway
Adding a Telephony connection makes a Service agent voice-enabled, but the agent still needs call routing and an escalation path. On escalation, the agent disconnects and call control returns to the telephony system, so that system has to transfer the call to a rep.
Agentforce Voice is the conversational AI capability in Agentforce that lets a Service agent understand what a caller says and answer out loud. You make a Service agent voice-enabled by adding a voice-enabled connection, such as Telephony, in Agentforce Builder. Then you route calls to the agent from Salesforce's native telephony or from a partner telephony system. You also set up a path that hands calls to human reps.
What a voice-enabled Service agent is
Agentforce Voice understands customer intent from spoken input, generates spoken responses, and acts to resolve the request. Agentforce Voice replaces static, hierarchical IVR menus with dynamic, intent-driven conversations.
A voice-enabled Service agent is an Agentforce Service agent plus a voice-enabled connection, such as Telephony, and its voice settings. A voice-enabled Service agent's configuration falls into three groups:
- Agent settings define the agent's core identity.
- Subagents and actions build the agent's capabilities.
- Connection settings manage the details unique to each deployment channel.
Agentforce Voice also works on Enhanced Chat v2, so users can switch between speech and text while they chat with a Service agent. You turn on voice for Enhanced Chat v2 in the "Agentforce Voice" section of the channel's "Messaging Settings" Setup page.