Sprout Social Expands Capabilities with Agentforce Integration for Salesforce Service Reps

Sprout Social, a leading provider of cloud-based social media management software, announced a new integration with Salesforce’s Agentforce assistant for Service Cloud. This integration empowers Salesforce Service Cloud and Sprout Social users to capture customer insights from social media, enabling faster, more informed actions to elevate customer experiences. The updates will be showcased at Dreamforce 2024, where Sprout Social will discuss how AI, social data, and Salesforce can drive revenue growth, foster customer loyalty, and enhance brand equity.

Effective customer care begins by meeting customers where they spend time—often on social media. With this new integration, Sprout Social enables businesses using both Sprout and Service Cloud to incorporate social data into the Agentforce assistant, offering a comprehensive view of their customers and expediting case resolution. This proactive approach, powered by Agentforce’s case-specific guidance, allows service reps to efficiently determine the best next steps for each inquiry.

“This integration underscores our dedication to AI innovation and strengthens our partnership with Salesforce,” said Scott Morris, Chief Marketing Officer at Sprout Social. “In an era where customer care defines brand success, leveraging AI to capture vital social context is essential for supporting long-term strategies and empowering brands to deliver personalized, scalable customer interactions.”

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The integration extends Agentforce’s capabilities by integrating social data from major social platforms and review sites. By blending social insights with traditional channels like phone and email, service reps gain a complete understanding of the customer, leading to a more streamlined and cohesive service experience.

“Social customer care is now a crucial element in delivering top-tier, end-to-end customer experiences. Our collaboration with Sprout Social to integrate with the Agentforce assistant enhances customer care teams’ ability to access comprehensive insights and leverage conversational AI to elevate customer interactions,” said Ryan Nichols, Chief Customer Officer, Service Cloud at Salesforce.

At Dreamforce, Sprout Social will also feature key sessions, including:

• How McDonald’s Serves Smiles and Omnichannel Customer Care on Sept. 17: Join Tim Clarke, VP Product Marketing at Sprout Social, Calvin Cheng, Partner at West Monroe, and Neil Harris, Care Technology at McDonald’s to explore how McDonald’s uses Sprout Social and Salesforce to modernize customer care and engage customers through social channels.
• How AI is Ushering in a New Era of Customer Experiences on Sept. 18: Scott Morris, CMO at Sprout Social, and Colleen Geiselhart, VP of Solutions Engineering at Sprout Social, will discuss how Sprout’s integration with Salesforce leverages social data to create a comprehensive customer 360 and deliver efficient, personalized care.

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