Salesforce, Workday team up to launch AI employee service agent
Salesforce and Workday have marked their new strategic partnership with the launch of an AI-powered HR assistant. It acts like a virtual employee service agent, dealing with onboarding, health benefits changes and even career development.
By combining Salesforce’s Agentforce Platform and Einstein AI with Workday’s platform and Workday AI, the pair have developed an AI agent that will leverage an organisation’s Salesforce CRM data and Workday financial and HR data. This will answer employee queries in natural language, whether they’re working in Salesforce, Slack or Workday.
According to Salesforce, when complex issues arise, the AI agent will transfer the case to the appropriate individual, while maintaining all the previous history and context for a smooth hand-off.
Sharing Salesforce and Workday data
Under the partnership, Workday will also use the Salesforce Zero Copy Partner Network to connect Workday financial and HR data with Salesforce CRM data to create one shared data foundation. This way, organisations can access and action financial, HR and CRM data across Salesforce and Workday platforms without having to duplicate data or build custom integrations.
“The AI opportunity for every company lies in augmenting their employees and delivering incredible customer experiences,” Salesforce CEO and Chair Marc Benioff said.
“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.”
Workday enhances Slack integration
Additionally, Workday will enhance its existing integration with Slack to enable users to access and collaborate around Workday financial and HR records. Examples include tasks, pay, job requisitions, employee details and general ledgers, all of which can be accessed directly in Slack.
Slack will also retain these conversation records to allow information to be easily found, summarised and acted on in Workday at any time.
“Employees, customers and financials are the three most fundamental elements of any business,” according to Workday Chief Executive Carl Eschenbach.
“By integrating our platforms, datasets, and powerful AI capabilities, Salesforce and Workday are empowering our customers to deliver unmatched AI-powered employee experiences that ultimately lead to happier customers and drive unprecedented business value.”
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