AI Agent begins to penetrate into the actual business processes of enterprises. Advantech, a global IoT intelligent system and embedded platform manufacturer, has joined forces with Salesforce, an artificial intelligence customer relationship management system company, to introduce AI into global business development and customer service processes. According to its latest introduction results, the AI smart summary engine Lead Pilot reduces business preparation time by 40%. After the Agentforce business agent was fully launched in Taiwan in May this year, 31.6% of the potential customer list was automatically converted into business opportunities in the first month, saving an average of 88 hours of work time per business per month.
Advantech has long been deeply involved in the fields of industrial Internet of Things and edge computing, and continues to expand edge AI and software and hardware integration solutions. Facing the increasingly complex global market and customer demands, the company simultaneously promotes the global integration of CRM and deploys Salesforce to the global market, gradually allowing business teams in different markets to operate on consistent platforms and processes.
In the past, when business personnel developed potential customers, they had to sort out interaction information, product interests, and key actions from a large number of scattered customer behavior records one by one, and then judge the follow-up contact information on their own. Not only was the preparation time-consuming, but different business personnel may also have different judgments on customer intentions, making it more difficult to standardize global business processes.
In order to reduce lead time, Advantech introduced the Lead Pilot AI smart summary engine based on the unified Salesforce CRM. Within one month after being deployed to 18 overseas branches around the world, more than 3,000 AI summaries have been generated, saving a cumulative 54.8 hours of operating time per person per month, and reducing business preparation time by 40%.
In May of this year, Advantech further launched the Agentforce Business Development Representative (SDR Agent) in Taiwan, handing over some repetitive initial contacts and process operations to AI for execution.
According to the introduction results announced by Advantech, Agentforce helped automatically convert 31.6% of the potential customer list into business opportunities in the first month after it went online, and the customer first contact process reached 100% automation. Each lead can save an average of about 9 minutes of work time for the business, and each business can save an average of 88 hours per month.
In addition to business development, Advantech has also further extended AI Agent to customer service, planning the "Service-to-Sell" process through Salesforce Service Cloud and Agentforce, and trying to introduce customer demand signals that were originally scattered on the customer service side into the sales process.
For example, when a new customer makes a product inquiry through the website, the system can use AI to determine the customer's purchase intention and create a lead; when an existing customer asks for product maintenance, if the AI determines that the problem may be caused by old equipment, it can also recommend customer service to establish business opportunities and further provide equipment replacement or new product solutions.
Gary Lee, associate director of Advantech's digital marketing office, said that elevating collaboration with AI at each node of the sales process to a company-level strategy is not just about updating or deploying a new system, but redefining the way to talk to customers; Agentforce allows business teams to free up their time for truly valuable business opportunities. Xu Jiasheng, general manager of Salesforce Taiwan, said that the value of AI is not only to improve the efficiency of a single job, but more importantly, to integrate AI into the existing data and workflow of the enterprise, becoming a digital partner that assists employees in executing tasks and drives business results.
