Certinia joins Salesforce's Agentforce for advanced AI solutions

Certinia has joined Salesforce's Agentforce Partner Network, a select group of technology partners aimed at enhancing the utility of Agentforce for customers. Agentforce, introduced at Salesforce's recent Dreamforce event in San Francisco, is a suite of autonomous AI agents designed to augment employees' capabilities and handle tasks to enhance efficiency and customer satisfaction.

Salesforce has positioned Agentforce as a transformative platform for business operations, deploying autonomous AI agents to work alongside employees. The platform extends beyond traditional copilots and chatbots to deliver advanced autonomous reasoning and decision-making capabilities. This integration aims to help businesses scale operations while maintaining high levels of customer interaction and service.

Raju Malhotra, Chief Product and Technology Officer at Certinia, remarked, "Partnering with Salesforce means that Certinia's customers will be among the first to benefit from the productivity boost that Agentforce promises. Our early partnership is a reflection of our relationship with Salesforce as a top Independent Software Vendor, native to Salesforce's platform, and will ensure our customers' needs are influencing the direction of Agentforce from day one."

Malhotra further highlighted the breadth of the innovation, stating, "Salesforce's leading partner ecosystem is at the forefront of the AI enterprise, where humans and AI come together through autonomous Agents and Agent Actions. These latest innovations boost scale, efficiency, and satisfaction across a variety of use cases, while enabling Agents to execute complex tasks across an organisation's technology stack. We look forward to seeing our customers take full advantage of these and experience better business outcomes."

Brian Landsman, Executive Vice President of Global Technology Partners at Salesforce, said, "This partnership marks a critical milestone of our AI journey to unlock new possibilities for customer success at scale. In line with Certinia's broader AI approach, this partnership will help us more quickly innovate on tangible AI use cases to help drive major improvements across retention, CSM productivity and customer growth for Customer Success organisations."

As an early participant in the Agentforce Partner Network, Certinia is developing multiple use cases aimed at transforming the potential of Customer Success organisations. One of the prominent solutions is the Certinia Customer Success Agent, an AI-driven assistant designed to empower Customer Success Managers (CSMs) by automating complex processes and supporting data-driven decision-making.

Malhotra explained, "As Customer Success Manager teams increasingly work in pooled models to support multiple customer accounts, AI-powered agents can help to proactively monitor customer health across the account, spot and prioritise potential risks, and suggest actions based on best practices. We also anticipate that the Customer Success Agent will directly assist CSMs in summarising data, drafting customer-facing material, and coaching on the right step to take next based on best practices."

Certinia's AI capabilities are not confined to Customer Success. They also assist Professional Services Organisations (PSOs) in maximising AI adoption, ensuring seamless integration and robust data management. Certinia uses Salesforce technologies such as Einstein Discovery, Einstein GPT, and Data Cloud to swiftly deploy AI use cases, including services estimation, cash flow forecasting, and resource optimisation.

These solutions are designed to enhance operational efficiencies and drive growth for PSOs. "These solutions align directly with Certinia's focus on driving operational efficiencies and helping PSOs use AI to protect revenue and achieve growth, and as an early member of the Agentforce Partner Network, we look forward to leveraging the latest AI innovations to further deliver on that vision," added Malhotra.